DEAR Editor,-
During general conversations over the past year, I have repeatedly heard how bad Ugu customer service is. In addition, there have been a number of reports in the media further confirming this view of Ugu customer service. Recently there was an article on how Ugu municipality received an award and I wondered whether there was any award for an Ugu employee being given recognition for outstanding service.
If there is such an award, I would put Ntokozo Thabede at the top of the list. Since August 2013, our body corporate water account steadily increased and resulted in ever-increasing under-recovery from the total residents’ internal meter usage.
In July, the Ugu meter stopped registering any usage so I went to Ugu to address the problem, and expecting poor service, requested seeing someone senior. Enter Ntokozo Thabede. She very kindly listened to the problem, asked a few questions and verified via computer that there was a marked increase in costs over that period.
She advised me that, subject to new meters being available, the meter would be replaced shortly. however, I should phone her if I did not hear anything within a week. She proceeded to voluntarily give me not only her private landline, but also her cellphone number.
As nothing happened over the next 10 days, I tried phoning her on the office number and then on the switchboard, but both rang unanswered for long periods. I then tried her cell and when she answered, she told me that she was in hospital so I waited a week before contacting her again.
This time I discovered that she was at home convalescing and I apologised, but she insisted I send her the reference number via sms. Approximately two weeks later, I went to the offices requesting to see Mrs Thabede. Fortunately she was in and showed me on her computer how she had earlier that day followed up on our complaint. She advised that the new meter was now in stock and would be installed the next day.
The next day the meter was installed, but later that afternoon when I went to check on it, there was a significant leak on the outlet side. There was no answer when I phoned customer care, but I realised it was after hours and given the need to save precious water, I phoned Mrs Thabede on her cell. I could hear that she was on her way home, but she kindly said she would get a message to the technical department.
Approximately an hour later she phoned me from home (I could hear her children) and enquired whether any action had been taken. Fortunately I could say yes, someone had called informing me that Mrs Thabede had called him and could I give him the details of the problem. The leak was duly fixed and Mrs Thabede did call the next day to enquire whether the problem was fixed.
That’s not the end. A few days later, as a result of my praise regarding the service I received, the supervisor of our church cottages asked if I could help them.
Apparently the Ugu meter was removed from their premises a year ago and it had not been replaced since. Repeated visits to the municipality and a number of letters were to no avail. In the meantime, they received an account for R49 000! Fearing disconnection, he asked me to help and we duly went to the municipality where I again asked to see Mrs Thabede. It should also be noted that the receptionist who I had only seen twice before, greeted me by name on arrival – I was impressed.
Again Mrs Thabede kindly listened to the problem, asked some questions and made copies of all correspondence and reference numbers. After having gathered all the information, she then advised that she had been transferred to another section and I was lucky to have found her in that office.
She requested that, in future, should I again require assistance, I should sms her to make an appointment. So once again, I experience a person, unsolicited, going beyond her duty to give good service. She could have just as easily said ‘I am sorry, but this not my area of responsibility’ and referred us to someone else. She did not do so.
Within two days a new meter was installed at the cottages. Furthermore, she requested that we come back in approximately three and a half months’ time to determine a weighted average usage and verify what adjustment could be made as a result of the faulty meters.
To me this shows that there are people who are willing to go the extra mile and are an asset to Ugu municipality. We should give credit where it’s due and in doing so, set an example for other people to emulate this fine outlook on life and people.
NICK KOCK
Umtentweni
