Ward 97 councillor, André Beetge wishes to clarify the municipal reference number. “We are often criticised for insisting that residents obtain or supply a reference number prior to acting on their complaints or enquiries. Experience has taught us that many people don’t know what this number means or how it came into existence.”
The municipality essentially facilitates three 24-hour call centres:
* Emergency Services (031-361-0000). This number connects residents to Metro Police, the fire department and disaster management that includes fallen trees that pose a treat to life or property after hours. “There is not necessarily a reference number applicable when these services are required, but residents are urged to note the time and official to whom they reported their compliant for follow-up purposes.”
* Engineering (080-311-1111, WhatsApp 073-148-3477 or email eservices@durban.gov.za). This for all matters that includes sewage, water, roads, parks, but not electricity. A reference number will be issued comprising an initial six-digit number starting with the year (20) followed by the month (09) and then the day (18). This is then followed by a / and the sequential number of complaints registered for the day, starting with 1 at midnight. Thus a number like 200918/237 would indicate that it was the 237th complaint received on 18 September. The reference is further confirmation that the compliant was registered on the system, as the digits after the / are system-generated.
“Noting this number for follow-up purposes are extremely important, as with up to 4 000 calls received in a 24-hour cycle, finding a random complaint for follow-up purposes is virtually impossible. It is further very often noted that the municipality’s non-response or inability to react, results from residents reporting incorrectly, not supplying correct or complete location information, refusing to supply contact names or numbers, or assuming that municipal officials know their suburb the same as themselves.
Nothing can be further from the truth, as often the local depots are merely tasked with maintenance issues, while those responding to complains are dispatched from the city’s central depots. Likewise where residents convey long-winded essays to express their dismay with the system, how many years this or that problem has existed, are unclear on what exactly is the problem and what or who is expected to attend.”
What is required to report a problem:
1. Name and surname of reporter.
2. Contact number.
3. Address that includes street name, number and suburb.
4. What exactly is the problem (is it fresh water or sewage, is the water seeping or gushing, is it a burst pipe or a missing clamp, is it inside the property, on the verge or in the road).
5. What action is required, requested or expected.
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* Electricity (080-311-1111, WhatsApp 0767912449 or email custocare@elec.durban.gov.za or cservices@durban.gov.za). “Likewise with engineering, electricity complaints are issued a system-generated reference number, but different from engineering, it does not reflect the year, day or date. The same information is required as above.
“Once a problem is reported and a reference number issued, follow-up needs to be done using the same reference number and the complaint must not be reported over and over again in the hope that it will attract more attention. Complaints are attended in sequence of reporting, so reporting the same problem again instead of following up on the original report, does no more than creating additional jobs for the same problem and causing delays for others who are also waiting in line to be served.”
The municipality is still subject to Covid-19 restrictions that has staff working staggered shifts, without a full work force which implicates on turn around times, availability of vehicles, equipment, stock shortages and so on, so a certain degree of patience is advisable.
“The municipality does not monitor social media, local or regional social media groups or WhatsApp groups, so reporting it to the correct platform from where the required action originates or is expected, remains essentially the first course of action. Confirming that it has been reported and quoting the reference number on these social media platforms will go a long way in reducing over reporting and speed up attendance, as different teams would not receive dispatches to the same problem.”
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