HCM takes customer complaints seriously
Customers will be kept updated via sms.
A NEW complaints management system to ensure that customer complaints are recorded and tracked in order to facilitate a speedy feedback will be introduced by Hibiscus Coast Municipality on January 31.
“The municipality is simplifying the process of managing complaints with the aim of improving service delivery and reducing customer frustrations,” said HCM municipal manager, Max Mbili.
He added that he felt that the new system would be good for customers as they would be constantly updated via sms on the progress of their specific complaint.
The sms updates will report each stage of the complaint as it is routed from the customer care unit to the affected department and eventually the responsible section or individual.
Those with complaints are encouraged to use thededicated telephone line 039 6882027 or email services@hcm.gov.za.
“It is important that complainants provide their cellphone numbers for prompt updates regarding their complaints,” said Mr Mbili.
“This serves as a clear indication to good practices of Batho-Pele principles and the municipality’s commitment to providing a rapid response to service delivery complaints.”
