The city council further slammed claims that Midrand’s customer service centre was experiencing problems for three weeks.
This followed complaints by Ward 112 councillor Candice James, who said the system had been temperamental for the past three weeks.
“Residents are taking time off work to come to the centre and they can’t be helped,” James said.
“I myself can’t even email the billing department without the emails being returned to me.”
She was currently assisting residents with issues older than 30 days, but could not give them feedback on their accounts as a result of the problem.
However, the city council refuted that its system was problematic for the extended period that James had claimed.
“The system has never been off-line for three weeks and this was an isolated case of only the Midrand customer service centre,” said spokesperson for the city council’s revenue department Stan Maphologela.
“The councillor called the operations manager of the centre… to ascertain if her logged calls had been received.”
According to Maphologela, James was notified that the logging SAP Customer Relations Management system was offline and her issues would be logged the next day once the system downtime had been restored.
“She was notified when the system was restored by way of an email from my office.”
Maphologela explained that the customer centre in Midrand did experience isolated network problems, but these had been resolved.
“Firstly we had a fibre outage from Bwired [telecommunications service provider] on Monday. We had to cut the site back to wireless.”
Interference was experienced, resulting in slower than normal responses; however, the fibre was fixed and changes on the configuration were made, solving the issues.
“A second issue was experienced where an internal switch was down and needed to be restored. [The] switch was restored and [the] site [is] fully up,” he said.
Maphologela advised the public that if one customer centre was not working, they could call the city council’s call centre, and use e-services on the city’s website
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