Ever wondered why City Power closes or cancels calls?
Why was my called closed? It could be that multiple tickets were logged for the same fault outage.
While residents feel the pain of load-shedding and are badly impacted by the varying stages of it, the issue of calls being cancelled or closed by City Power comes up frequently.
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Calls are cancelled or closed under the following reasons:
• A customer logs multiple tickets for the same fault outage.
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• Where there is an area outage affecting more customers and supply has been restored, all calls that are related to that particular area are grouped and closed.
• When customers of the same street/ neighbourhood, affected by an outage, log tickets for the same fault.
• When there are already existing tickets that were logged by other customers for a particular fault/s, and other customers log calls for that same area. They are then closed to avoid clogging the system, and duplicating response resources.
• When a call is closed and power has not been restored, customers need to use the same reference number that was sent to them to escalate if the outage is not resolved.
When that is done then the system automatically reopens the query, especially those that are within 4 hours.
