It has been weeks of load-shedding and City Power has been inundated with calls to log outage faults. The entity has shared why customers may find that their calls are cancelled or closed.
Calls to City Power are cancelled or closed for the following reasons:
- A customer logs multiple tickets for the same fault outage.
- Where there is an area outage affecting more customers and supply has been restored, all calls related to that particular area are grouped and closed.
- When customers of the same street are affected by an outage then log tickets of 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 SMS that was sent to the customers to escalate if a query is not resolved. When that is done, the system automatically reopens the query, especially those that are within four hours.
Details: City Power www.citypower.co.za
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