AS part of an ongoing effort to improve service delivery its residents, the Msunduzi municipality’s Customer Care section has introduced free customer service hotlines which allow residents easy telephonic contact with various departments.

The customer service hotlines have been installed at the following municipal offices: Ashburton, Ashdown, AS Chetty, Edendale Depot, Imbali Unit BB, Imbali GEDI, and Truro Hall in Northdale.

These hotlines have been programmed to relay calls through to relevant departments including Water and Sanitation, Electricity, Roads, Transportation Planning, Parks and Accounts.

The municipality implemented the service following a number of complaints from customers about the turnaround time that they have experiencing in the time it takes between reporting a fault and its resolution.

This facility gives them the opportunity to speak directly to a clerk at the customer service desk who will log their fault and issue them with a reference number.

Residents are also be able to use the hotlines to follow up progress of the issue that they’ve reported and are able escalate their queries to a customer services manager if they are unhappy with the progress.

The hotlines have been operating since June 2009 and are currently only open weekdays during working hours. The municipality is, however, investigating the possibility of rolling over the service to after hours and weekends.

Staff members are excited about this new service as residents can now communicate directly with the relevant departments while a few customers that have used the hotlines so far have expressed appreciation for the service.

Source: Msunduzi
www.msunduzi.gov.za