Negligence at Edenvale Customer Care Centre sparks concerns
Residents from Thembisa, who rely on the Edenvale centre, reported being turned away repeatedly despite a council resolution passed on August 29.
In a shocking revelation of service delivery failure, council whip Ald Pelisa Nkunjana paid an unannounced visit to the Edenvale customer care centre on December 6.
The visit focused on resolving customer service problems, especially the city council’s approval to waive meter tampering fees.
Residents from Thembisa, who rely on the Edenvale centre, reported being turned away repeatedly despite a council resolution passed on August 29.
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The resolution provides debt relief and rehabilitation incentives, allowing the normalisation of tampered meters without penalties or costs to account holders who come forward voluntarily.
Despite directives from the office of the MMC for Finance and Strategy, officials at the centre allegedly failed to implement the waiver, leaving residents in limbo.
Upon her arrival, Nkunjana found the teller stations unstaffed, forcing residents to endure long waits without assistance.
She expressed her disappointment at the poor leadership and lack of communication at the centre.
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“Customer centres are the first point of assistance, yet this centre fails to uphold basic service standards,” said Nkunjana.
“We have noted the challenges and will convene a meeting with the heads of Departments for Energy and Customer Care to ensure this resolution is communicated and implemented effectively.”
Ward 12 Clr Gloria Ndinisa echoed these sentiments, criticising the centre for this treatment of vulnerable residents.
“It is appalling that this resistance persists despite a council ruling to protect our most disadvantaged communities. Residents from Thembisa had to travel all this way only to be turned away repeatedly,” she said.
Ndinisa thanked the whip for intervening and emphasised the importance of leadership in ensuring service delivery.
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Residents expressed gratitude for the intervention, with many sharing stories of prolonged struggles.
Maria Khumalo, a Thembisa resident, said, “I have been without power for more than five years because of a tampered meter.
“When I heard about the waiver, I came here to resolve my issue, but they kept turning me away. Today’s visit gives us hope.”
The whip’s intervention is expected to lead to urgent action, bringing relief to affected residents and addressing the systemic failures at the Edenvale Customer Care Centre.
