NEWCASTLE – The normal response to reported water wastage is not laughter.
Yet this is what a resident claimed to have endured, after contacting the municipal call centre about water wastage on Sutherland Street, near the York Street and Hospital Street intersections.
The same two water leaks were initially reported on November 7.
Frustrated with the lack of response from the municipality, the resident was equally concerned that the leak had persisted for nearly two months.
“When I first reported it, I was asked if the water was sewage or clean water. The birds were drinking from it so I assumed it was clean.”
Customer Relations Manager for Newcastle Municipality, Dr Dumisani Thabethe responded to this matter on Monday.
“We endeavour to attend to all reported complaints as soon as they are reported. However upon inspection, some leaks are more severe than others and therefore priority is always given to burst pipes and major leaks, to avoid draining reservoirs.”
He further stated dilapidated infrastructure was prone to leaking.
On the topic of the reportedly rude employee, Dr Thabethe urged residents who had similar experiences to contact him in writing.
“We have seven call centre agents in the call centre. Without a reference number for this call, it will be difficult to trace who that agent was. However all our calls are recorded.”
Dr Thabethe said if the complainant provided the time of the call, the communication could be retrieved and the agent identified.
However, he said a reference number would have granted the quickest solution.
Dr Thabethe concluded by saying reference numbers protected both the complainant and the call centre agents.
“Once this person has been identified and the proof of communication between them has been confirmed, disciplinary measures will be taken against the agent.”
At the time of going to print, water continued to ebb from an open water metre and valve, into the gutters of Sutherland Street.
