EMM replies to complaints of residents in Ekurhuleni
Ekurhuleni municipality comments on call centre complaints.
THE RECORD published an article about residents complaining about Ekurhuleni Metropolitan Municipality’s (EMM) call centre on February 8 and recently received comment.
“There is definitely a problem with the call centre as 99.999 per cent of the time there is just no answer or absolute silence. No one answers regardless whether you press one or two. There is not even music playing. It is just silent and on the odd occasion someone might pick up,” said a resident who wishes to remain anonymous.
“If we want EMM to attend to something or even if we complain to our ward councillors, we get asked for a reference number. So what now? Will the problem not be attended to due to the fact that I do not have a reference number?” asked the resident.
The RECORD also phoned the call centre to see what the resident meant and the result was the same; there was no answer.
EMM replied with the following:
“The call centre operates 24 hours, 365 days a year. At times we experience high call volumes. Since February 7, the options (press one or two) have been temporarily removed from the IVR, so that when a call comes through to the call centre, any available agent can assist,” said Themba Gadebe, spokesperson for EMM
When the call centre is experiencing high call volumes, the following methods of communication/reporting may be used:
• My Ekurhuleni App (Available on App Store and Google Play)
• Twitter: @coe_call_centre
• SMS: 30788
• Email: Call.Centre@ekurhuleni.gov.za
• e-Siyakhokha website
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Residents frustrated with Ekurhuleni Metropolitan Municipality call centre
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