IT WAS a frustrating time for eThekwini Municipality’s ratepayers who called the City’s customer service centres to report electricity or water complaints in the first half of 2021.
Many of the callers who dialled the City’s customer service centres were unable to get past first base with their respective pleas for assistance and inquiry.
Further, that their system does not tabulate billing complaints, which meant the department had no idea how many live billing queries were on hand at any given time. eThekwini Municipality’s annual revenue budget is said to be around R50 billion and its more than 470 000 residential and 17 000 business and commercial ratepayers are among the contributors to the city’s annual earnings.
Mdu Nkosi, the IFP’s representative in the City’s executive committee said it was unsettling that the City couldn’t effectively assist ratepayers.Nkosi said busy telephone lines were a big frustration for ratepayers. Jeeva Pillay of the Tongaat Civic Association noticed that the electricity call centre was often short-staffed and when their lines were down, there needs to be an automated response played back to callers.
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