The letter written by Anton Ferero, titled Can we call this service?, which was published in the 27 September edition of the News, has reference.
Firstly note that as much as a complaint was received from the said complainant, it’s a matter that’s in the interest of the public and as much as we deal with the specific complaint, there’s pertinent information here for public knowledge.
It will unfortunately be difficult for us to respond to a complaint from a person who was physically at our facility, but did not take any initiative to approach the relevant manager or request for the assistance of any of the supervisors, but instead opted to go to the media to lodge a complaint on an operational (customer services-relevant) matter. It is also due to the matter not being escalated that it’s difficult for us to recall the incident on the said day because complaint was received, whilst furthermore, our office also serves a lot of people on any given day.
It should also be borne in mind that on the said day both the Westonaria and Randfontein Licensing Offices were not operational, because employees were on a strike, which lasted for almost three weeks. Consequently, everybody who could not get any service from those offices came to Mogale City Licensing, which obviously increased our normal footfall and also the average number of people we serve.
With regards to the traffic issues raised, we hope that the complainant is aware that it’s dealt with by a separate section in the Community Development Services Department.
We therefore recommend that members of the public in such situations immediately seek assistance on site from a relevant supervisor or if not, that they urgently lodge a complaint using additional available municipal channels, for example by sending a complaint via email to customerservices@mogalecity.gov.za where colleagues attempt to receive, capture and escalate queries or complaints. Alternatively they can contact the Call Centre lon 0861 664 253 during working hours.
