What Msunduzi is promising to do

2014-08-11 00:00

HERE are some key points on the service standards that you can expect from the municipality:

Telephone calls:

The municipality has undertaken that:

•All calls will be answered within five rings.

•Calls are answered by the person identifying themselves and their office.

•The person answering the call must be courteous and helpful.

•The caller is issued with a reference number when logging a request or a complaint.

•The caller will not be subject to unnecessary telephone referrals. There shall be a maximum of two referrals, thereafter the person will take down your details and get back to you.

•Municipal personnel will get back to the caller within 24 hours, if a message is left on voicemail.

Written Inquiries :

•Internal and external written correspondence will be acknowledged within the stated deadline or five working days, whichever comes first.

•Where detailed responses are required, the municipality will endeavour to respond to inquiries within 10 working days, stating the name of the employee dealing with the inquiry.

•In cases of delay, an acknowledgement of receipt of the correspondence must be given, explaining the reasons for the delay, to be issued within 10 working days.


•Municipal staff will endeavour to treat all customers with courtesy and consideration.

•Rude, impolite and discourteous attitudes and behaviour will not be tolerated.

•All offices will be accessible to the physically challenged.

Value for Money:

•Simplify systems, processes and procedures to eliminate wastage and inefficiency.

•Rigorously apply performance management systems to enhance productivity.

•Procure goods and services cost-effectively.


•There will be an acknowledgement of receipt of a complaint within five days. Information on action taken will be presented within 30 days.

•If the matter is complex and requires a longer investigation period, the complainant will be given a revised response time and informed of progress of the matter on an ongoing basis.

•If the complainant is dissatisfied with the response, a written or verbal complaint can be made to the relevant general manager.

Call Centre:

• Callers will be given a reference number, which can be used for all future queries regarding the complaint.

• The call centre can be contacted regarding service interruptions in water and sanitation, roads and transport as well as electricity.

• In the case of major disruptions, voice recordings will serve to inform the public of the fault and the expected restoration time. The call centre also has a voicemail facility where customers can leave messages relating to the fault, the physical address of the fault as well as their name and contact details.

Call Centre number: 080 000 1868

E-mail: call.centre@msunduzi.gov.za

Rapid Response Team:

The municipality has established a Rapid Response Team to help facilitate and fast track the resolution of widespread service delivery complaints.

Chairperson of the team is Lungisani Kunene and he can be contacted on: 033 392 2714.

Electricity & Water:

In the case of planned electricity and water outages, residents will be given at least 48 hours’ notice. The media will be used to inform residents, notices will also be posted on electricity poles or hand delivered to households.

The municipality will endeavour to fix unplanned electricity interruptions and faults within three hours of receiving the complaint. If the repair takes longer, customers will be notified. This will be done through the local radio services or by customers being advised when they call the customer service office.

Street lights will be repaired within five days of the fault being reported in the case of a lamp fitting and within 10 days in the case of a cable fault or damage caused by a third party.

Street light faults can be reported to the 24-hour faults number: 080 032 3231. High mast lights will be attended to within 15 working days of the fault being reported.

In the case of burst water pipes, the aim will be to fix the pipes within four hours. If this is not achieved water tankers will be despatched to the area. Residents will be informed through the call centre, by loud hailers or by notices, if the repair takes longer than three hours to be sorted out.


• Each street will be inspected once a year to identify problems.

• Serious road defects to be fixed within seven days of receiving the complaint.

• Repairs of minor defects within 180 days, failure to do so then the repair will be carried out in the normal planned maintenance cycle, that shall not exceed a year.

• Storm water drains and roadside grids will be cleaned once a year.

• Weed killing twice a year with safe and approved chemicals.

• Clear verges at least twice a year.

• Repair traffic lights within six hours of receiving the report.

• Repair of traffic lights and road signals damaged in accidents within 48 hours of receiving the report.


The Traffic Department has undertaken to provide a high visibility of control, traffic control, law and by-law enforcement.

Similarly each department including Town Planning, the Building Inspectorate, Waste Management, Environmental Health, Parks and Recreation have their own aspects of the service charter to uphold.

The Customer Service Charter along with all other municipal documents will be posted on the Msunduzi website shortly.

Go to: www.msunduzi.gov.za

Other useful Msunduzi Contact details:

The Speaker’s Office

Private Bag X321, Pietermaritzburg, 3200

Tel: 033 392 2541

Office of the Municipal Manager

Private Bag X321, Pietermaritzburg, 3200

Tel: 033 392 2002

E-mail: municipal.manager@msunduzi.gov.za

The Mayor

Postal address as above

Tel: 033 392 2036/7

E-mail: Sandile.ngcobo@msunduzi.gov.za

The municipal switchboard: 033 392 3000


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