All you need to know about the city’s fault logging
Queries from the customers can be logged in one of the following ways:
ALL CENTRES
Revenue (Billing) Call Centre – deals with all billing related matters i.e payments and statement enquiries, incorrect/inaccurate billing (rates, electricity, water and sewage, refuse), address updates (only postal), estimated bills (water and electricity) etc.
Electricity Technical Call Centre – deals with all fault reporting for electricity meter related issues (fault logging), meter changes, meter reading schedules, meter reading contractors, prepaid and smart meters inquiries, prepaid vending, power outages (both planned and unplanned), tariffs, cable theft, etc.
Water Technical Call Centre – deals with all water technical related issues such as faulty meters, leaking meters, burst pipes and blocked drains, sewage, meter reading schedules, prepaid vending, change meters, meter reading contractors, water maintenance and planned and unplanned water disruptions.
Refuse Call Centre – deals with all queries related to refuse removal and waste management. For example, ordering of new bins, broken or replacement bins, reporting of stolen bins, bin collection schedules, illegal dumping, recycling, compost sites, depot addresses, landfill sites and addresses and e-waste.
Johannesburg Roads Agency Call Centre – this is for road related issues such as faulty traffic lights, emergency defects relating to roads and stormwater, potholes, flooding, blocked kerb inlets and missing manhole covers.
Metrobus and Rea Vaya Call Centre – deals with all transport related matters, for example bus schedules, bus routes and maps, bus fares, fare increases and smart card information.
General Call Centre – deals with general queries related to the City’s services not covered by options 1-6, for example, what time the Johannesburg Zoo opens, etc.
WALK-IN SERVICE
Customers can visit in person, any of the walk in centres situated across the City in all the seven regions (A-G)
Documentation required to for a query to be logged
Account number
Postal address
Identity number
Details of query
Customer feedback mechanism
Customers may use the reference number that was provided to them to obtain progress feedback on outstanding queries. They can do this by calling the call centre on 0860 562 874.
In addition to this, the City runs customer query feedback processes via sms, telephonic communications and electronic mail in order to provide customer feedback. It is therefore important that the City has the correct customer contact details.
Queries take 30 days to be resolved, during which period credit control will not be effected, pending resolution of the query. After resolution of a query, the customer will be contacted to be informed of the resolution. Should customers not be happy with the service or nature of the resolution, an escalation process is in place to ensure satisfactory resolution.
Escalation of queries can be channelled this way:
– Operational Manager
– Assistant Director
– Deputy Director
– Director
– Group Head
– Group CFO
