New app might see the light to lodge municipal complaints

The Kempton Express has reported that the project is currently in its construction phase.

According to Themba Gadebe, metro spokesman, this medium is considered to be a relatively low cost channel of communication for the majority of people who already utilise smart devices.It will offer customers 24-hour accessibility to the municipality.

The metro has a single integrated incident management system and the app will be just one of many channels that can be used to log queries in the incident management system.

The call centre is also a channel in this system.

When asked why the metro did not opt for an SMS system, Gadebe said they already have an SMS short code facility, which is free to consumers. The number is 30788; the campaign is “DearEMM”, followed by the name and details of the resident.

Gadebe pointed out that the metro is currently rolling out free Wi-Fi throughout the City, which means residents with smart devices will soon be able to interact with the metro free of charge on such platforms.

“The first phase of the project is underway and it is expected that it will officially be launched next month,” he said.

The DA’s proportional ward councillor for wards 12 and 13, Allan Sauls, believes the metro is continuing to proceed with plans that ensure that its call centre remains inaccessible to the majority of poor residents.

“While this app will serve as a great tool for wealthier communities who want to lodge service delivery complaints, many poor communities do not have the smartphones required to use this type of technology. The design and construction of an app will also be costly,” Sauls said in a statement.

“The DA believes a smarter, more cost effective option would be to introduce an SMS service that is linked to the call centre.

“Residents will be able to lodge service delivery complaints via SMS from any mobile hand set, while an app will require smartphone technology and 3G internet connectivity, which is generally not available in poorer communities,” Sauls said.

“It is critical that Ekurhuleni Municipality focuses on making the call centre more accessible to poor communities.

“Currently, residents phoning from a cellphone have to pay for their calls and it is clear an app is not going to provide a solution to this problem.

“The DA has submitted a petition calling on the municipality to introduce an SMS complaints system that is linked to the call centre.

“This is the only way poor residents will be empowered to lodge their service delivery complaints with the municipality.”