The Germiston City News recently received a call from a Germiston resident who wishes to remain unnamed.
She reported that her water has been off since Sunday, October 5.
When she realised her water was off she immediately reported the matter to the metro.
“Since logging my call, on Sunday, I have received no help,” she explained.
“I have called numerous times since then.
“On Tuesday I finally managed to get through to the metro and was told that the call centre operator had not logged the complaint with the contractor.
“I was furious.”
The GCN approached the metro to find out:
- why the complaint was not logged with the contractor;
- what the process is when the call centre receives a complaint;
- when the problem will be corrected.
William Ntladi, media liaison officer of Ekurhuleni Disaster and Emergency Management Services responded to the query with the following statement:
“The complaint was received and logged as “No Water Supply in the area” which stipulated that the whole area was without water not specifying that it was actually a single dwelling house water meter query.
“Subsequently, the query was handed over to the water department for their attention.
“During the investigations, it was found that the said area had no water supply challenges as per information received.
“During the communiqués conducted in between, it was then found to be a water meter-related query, hence it was then re-directed to the relevant water meter department as they operate independently.”
Ntladi went on to explain that “non-life threatening and life threatening emergency calls are logged and forwarded for the attention of the relevant departments within minutes of reception.
“In this case, as stated above, the query was brought to the attention of the water department, instead of the water meter department.
“The query has been given immediate attention by the relevant department.”
