Ward councillors have noticed that part of the problem of service delivery in the City of Johannesburg is that residents are not active in reporting issues.
The majority of the time it is not for a lack of trying that residents do not log faults, but because residents are uncertain of who, or which department to contact.
Based on a Look and Log guide given to councillors, this summary illustrates who to contact, how to contact them and how long the process should take to resolve the issue.
Joburg Water:
n Issues should be logged via e-mail to customerservice@jwater.co.za; call 011 688 1699; 086 056 2874 and select option three; SMS 082 653 2143.
Types of issues and service level agreement turnaround time:
- Burst water pipe – 12 hours
- No water – 24 hours
- Sewer leak/blockage – 24 hours
- Meter leak – Seven days
- Fire hydrant leak – Two days
- Bees in meter box – Three days.
City Power:
- Issues may be logged through a mobile device on citypower.mobi or on 086 056 2874 and select option two.
Types of issues and service level agreement turnaround time:
- No power in area or property
- 30 per cent within one-and-a-half hours
- 60 per cent within three hours
- 90 per cent within seven-and-a-half-hours
- 98 to 100 per cent within 46 hours
- Illegal connection – 24 hours
- Dangerous situation – Immediately
- Street light/s not working – Two days
- Meter conversions – Three days
- Faulty meter – Three days.
Joburg Roads Agency:
- Send an email to hotline@jra.org.za or for urgent calls contact 086 056 2874 and select option five.
Types of issues and service level agreement turnaround time:
- Potholes – Three days
- Manhole cover missing – 24 hours
- Blocked curb inlet – 24 hours
- Road trenches – Two days
- Road collapse/dangerous situation – Immediate
- Road markings and signage – Seven days
- Traffic signal faulty – 12 hours.
City Parks:
- Send an email to jcp@jhbcityparks.com with details of the request or call 086 056 2874 and select option zero.
Types of issues and service level agreement turnaround time:
- Grass cutting in open spaces – Up to 30 days
- Grass cutting at parks – Dependent on status of park
- Grass cutting at cemeteries – Seven days
- Fallen tree/s or branches – 24 hours
- Pruning of tree – 30 days.
Johannesburg Metro Police Department (JMPD):
- Contact Emergency Medical Services or JMPD call centre on 011 375 5918/5911.
- Traffic violations, noise, dumping, motor vehicle accidents and vagrants fall under JMPD’s department. The response is dependent on the incident and available resources.
Pikitup:
- Select option four after dialing 086 056 2874.
Types of issues and service level agreement turnaround time:
- New or additional bin request – Seven days
- Animal carcass removal – Six hours
- Cleaning of an illegal dumping site – Two days.
City of Joburg Revenue Services:
Automatically by back office:
- Change of ownership – Up to six weeks
- Finalisation of rates – Within five days
Visit nearest walk-in-centre
- New meter installation for water or electricity – Installed within 25 days after payment
- Final readings on moving out – Owner to provide City with seven days notice
- The closing of an account – Account adjustment and finalisation will take no longer than 30 days. New owner to pay a deposit for services.
- Issuing clearance certificate – Within three days of application
- Refund – Within 30 days, provided service ticket is compliant and services finalised by back office
- Opening new account – 24 hours.
- Click on E-services on the Website: www.joburg.org.za, visit nearest walk-in-centre or select option one after dialling 086 056 2874 for statement availability
- For all other revenue-related queries, visit your nearest walk-in centre or call 086 056 2874.
Metrobus:
- For timetables or complaints, contact Metrobus on 086 056 2874 and select option six.
