Several residents have accused Tshwane metro call centre agents of telling them their complaint had been dealt with when it had not been resolved.
“It is not the first time this has happened. When I reported a stolen cable they told me the cable was repaired when it was not repaired. I told them it was not repaired and the agent said it showed on their system that it was repaired,” Lindokuhle Mbatha said.
Another resident, Gerrie van Huyssteen from Proclamation Hill, said he had troubles with power at the weekend. He phoned the metro call centre to report the matter and without investigating the call centre agent ascribed the problem to load shedding.
Van Huyssteen said no planned power cuts were scheduled for the area on Saturday.
“We waited to see if it really was load-shedding but it was not. My son-in-law called the metro again and told them it is not load-shedding and the agent said they would report it. On Monday morning, we sent another sms to them about the power still being off and we received an sms reply saying our power had been fixed, when it was not fixed.”
Van Huyssteen’s daughter also tried to get the matter resolved.
“My daughter was on the phone with the call centre agent for more than an hour. Our power was restored only on Monday afternoon after several phone calls to them. Without any explanation the workers came, restored the power and left, we do not know what the problem was,” Van Huyssteen said.
Tshwane metro’s Lindela Mashigo said: “We are glad the matter has been brought to our attention. Individual cases can be submitted for investigation at customercare@tshwane.gov.za. In addition, it is important for callers to keep reference numbers so that their allegations can be followed up.”
He said the other options for reporting power outages were by sms. Residents can sms their account or meter number to 44676 or 082-612-0333.
With the load-shedding residents are urged to call or visit the Tshwane metro website and check if they are scheduled for load-shedding.
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