Ward 28 councillor Malanie Haggard said residents must first report to Ekurhuleni’s call centre before contacting councillors.
“It’s not that we (councillors) try be difficult when we ask for a reference number, but it helps speed up the process for everyone,” said Haggard.
Haggard said once a resident has been issued with a reference number, she can then follow up the query with the relevant department.
Themba Gadebe, the metro’s spokesperson, said the following happens when a call is made to the the call centre:
• Once a query has been logged, it goes through automatic dispatching and allocation to the relevant contractor handling all queries in the area concerned. Upon logging, the customer or caller will receive his/her unique code (reference number) pertaining to the enquiry presented. The contractor will then attend to the query, resolve it and close the call.
“A reference number is a unique tracking code in case there’s further enquiries or follow-ups regarding the same enquiry,” said Gadebe.
“The City has international standards when attending to the residents’ complaints.”
The spokesperson said the following turnaround times apply from the time a call is logged.
• Electricity (four to 24 hours)
• Sewer (four to 48 hours)
• Water (four to 24 hours)
• Street lights (five to 10 working days)
• Traffic lights (four to 24 hours)
• Potholes (five working days)
• Burst pipe (minor – 48 hours)
• Burst pipe (major – 24 hours)
Does the metro attend to complaints within these times? Email comments to bctletters@caxton.co.za
Also read:
Insults, allegations and chaos mar Ekurhuleni council meeting
Follow us on these platforms:
Like our Facebook page and follow us on Twitter.
For news straight to your phone invite us:
Instagram: benonicitytimes.co.za
