A new complaints policy introduced by KwaDukuza municipality (KDM) seeks to address backlogs and streamline the process going forward.
The policy was adopted by the previous council, but will come into effect from June 15.
“It has been designed so that the process is both quicker and better managed, with roles and responsibilities clearly assigned,” said KDM inter-governmental relations and protocol manager, Snenkosi Xaba.
Complaints will now be dealt with in a four step process and should be completed within 25 days from the date of submission.
Generally, the four steps define the escalation of complaints to the relevant departments if they cannot be dealt with at the first point of contact.
This process will be overseen by a ‘complaints champion’ designated in each business unit.
“An extensive checklist with specific policies is in place and should mean there are no grey areas in the units once complaints arrive,” said Xaba.
While welcoming the municipality’s initiative to remedy the complaints system, opposition councillors raised concerns about its functionality.
“In principle it is a great policy, but our worry is implementation. We have seen similar programmes from the municipality before, such as the debt relief scheme last year, but phone lines and email addresses to deal with the issue did not work,” said ward 22 councillor, Privi Makhan.
“We would like to see it publicised extensively so that residents in all areas are able to effectively engage in the complaints process,” she said.
ActionSA caucus leader, Nel Sewraj, said his concern was whether the policy addressed cases of non-compliance by municipal officials.
“What happens in the inevitable case that this turnaround time is not met. Will the officials face consequence management?” he asked.
Xaba said he understood the concerns and committed himself to ensure the system was online by June 15.
He said further details would be published by the municipality before then, including contact details and policy outlines.
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