Residents dissatisfied with how CoE handles reported case

Service delivery remains a significant issue in Ekurhuleni, with residents increasingly dissatisfied with the CoE’s handling of reported cases.

The municipal call centre and walk-in centre have come under scrutiny, casting doubts on the city’s ability to manage these matters effectively.

Several residents have shared their frustrations with Germiston City News, revealing that their cases are often closed without resolution, leaving them feeling ignored and helpless.

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Germiston resident Justine Roberts has repeatedly reported a persistent power issue, only to find his case closed each time without resolution.

“This undermines us as residents and hinders the effectiveness of municipal services.

“It is high time the municipality addresses these concerns head-on to restore faith and improve service delivery.  We cannot continue like this,” Roberts asserted.

Roberts is not alone.

For many residents, contacting the municipal call centre or visiting the walk-in centre is a last resort when dealing with issues like potholes, streetlight outages or water supply disruptions.

“Too often, these interactions end in frustration. Several reports indicate that cases are closed without any follow-up or proper resolution.

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“You are told to get a reference number, but even that does not make a difference because that number ends up being useless,” said Thembi Nkosi, an Elsburg resident.

Nkosi shared her experience with the call centre.

“I called multiple times about my electricity that keeps tripping.

“Each time, they assured me it would be fixed, but months went by without any action. Then, I received a notification that my case was closed. Nothing had been done,” she explained.

This unresolved issue continues to affect their daily lives, highlighting the broader effects on the community, from safety concerns to increased costs.

“Unresolved cases involving broken streetlights, faulty traffic signals, or potholes pose significant safety hazards. Without timely interventions, the risk of accidents, crime, and injuries increases.

“Delaying the resolution of problems can lead to more extensive and costly repairs down the line. For instance, a small pothole can become a major road hazard, requiring more resources and time to fix,” Nkosi said.

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At a council meeting on May 22, councillors addressed the widespread dissatisfaction among residents regarding poor customer care at the municipal centre.

Clr Gloria Ndisnisa highlighted complaints about municipal employees’ bad attitudes, arrogance, neglect, and prematurely closing unresolved cases.

She questioned the efficiency of municipal staff and suggested additional training.

Germiston City News sent a request for comment to the CoE on July 4, requesting a comment by July 5 on what measures are being taken to address the call centres’ inefficiencies.

At the time of going to print, we had received no comment.