In July’s ordinary council meeting, held at the Germiston Civic Centre, executive mayor of Ekurhuleni, Clr Mondli Gungubele, commented on the metro’s call taking centre.
“It is just over a year ago that the metro re-launched the new-look call centre,” he said.
“The metro invested millions in upgrading the facility and recruited 258 new call takers.”
The mayor commented on the improvements he has witnessed in the communication between the metro and residents.
“This is a clear demonstration that the investment we made was a major strategic intervention in the area of customer relations management,” he said.
Despite the mayor’s statements, the GCN has received reports from residents who are still frustrated with the call taking centre’s service.
Anita Sloane and her neighbour contacted the centre to find out the cause of a recent power outage, and were given different answers.
She was at her wits’ end when she contacted the GCN, “I am hoping you will be able to assist us with getting some straight answers or explanation for the power outage,” she said
“I was told cable theft, while she (neighbour) was told maintenance, then I was told substation, because of stolen cables, and my neighbour was told maintenance once again.”
The GCN has also received complaints that calls are either not answered by the centre or dropped before the problem can be reported.
A query was sent to the metro, but no reply has yet been received.
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