Edenvale ward councillors accused the Customer Care Centre (CCC) in Edenvale of a lack of services.
Councillors Heather Hart and Bill Rundle said residents have called the Edenvale CCC and have not received telephonic services.
Clr Rundle questioned whether the after hours telephonic facilities are functioning and if calls, not answered, are routed to other operators for assistance.
According to Clr Hart, there is a contact number for the Ekurhuleni CCC (Edenvale) on the back of every municipal statement sent to 50 000 account customers every month.
“One would assume that you could actually phone this number,” said Clr Hart.
“I have raised the issue before. The IT department could go from phone to phone and just set up the answering facilities. It doesn’t even have to reply to the customer but you would at least be able to leave a message and have a sense that someone will listen to it,” she said.
“There is no excuse for calls not to be answered as there are facilities available for calls to be rerouted to other available office members,” she said.
Mr Themba Gadebe, the spokesperson for the Ekurhuleni Metropolitan Municipality (EMM), said residents should ensure that all inquiries are done through the call centre at 086 054 3000.
“The call centre operates 24 hours, seven days a week and all calls are answered by an operator. In the event of no answer, calls can then be rerouted. Customers can ensure that they will be answered when inquiring by contacting the call centre, or sending an email to call.centre@ekurhuleni.gov.za,” said Mr Gadebe.
