Msunduzi call centre a 'waste of money'

2017-12-18 13:36

Multimedia   ·   User Galleries   ·   News in Pictures Send us your pictures  ·  Send us your stories

Pietermaritzburg residents say the Msunduzi Municipality’s call centre is simply a “waste of taxpayers’ money” because it is “impossible” for them to get through for assistance.

And when they do finally get through to the call centre, they said they are normally confronted by “lethargic and unhelpful” staff.

Many residents who have had service delivery issues say they have to escalate the problem to their ward councillor — or even by directly phoning Mayor Themba Njilo — in the hope of getting something done.

Usually when residents contact The Witness complaining of problems like water and electricity outages, they say they cannot get through to the call centre to log complaints, and have no option but to involve the media.

A resident who was trying to ascertain how much she owed on her electricity account said that she was unable to get through to the call centre. “It just rings and rings then cuts off. They stopped sending my electricity bill in the mail, so now I don’t know how much I owe. I just need to know what my account is so that I can pay them. Now if I underpay because of this, they’ll cut my lights.”

Another said: “[These] issues have been going on ever since the call centre was implemented and there have been hundreds of complaints over the years about the shoddiness, lethargy and inefficiency of the call centre.”

Last week, The Witness reported on a few water leaks and burst pipe repairwork. Affected people told the paper at the time that they had faced issues getting through to the call centre.

On Saturday, Weekend Witness reported on prolonged water outages in parts of the Northdale area.

A Northdale resident said: “This is the second time in the last few days [I have had a problem with the call centre]. This should be an all hours accessible number for residents.

“I have expressed these concerns previously with our mayor and deputy mayor in the presence of ward 28 and ward 30 councillors [but] it seems that the media is the only way of getting answers and solutions.”

City spokesperson Thobeka Mafumbatha, did not answer a detailed query.

Read more on:    pietermaritzburg  |  call centres

Join the conversation! encourages commentary submitted via MyNews24. Contributions of 200 words or more will be considered for publication.

We reserve editorial discretion to decide what will be published.
Read our comments policy for guidelines on contributions.

Inside News24


Enter the examination number or search by province or school (NSC Students) to view results.

Traffic Alerts
There are new stories on the homepage. Click here to see them.


Create Profile

Creating your profile will enable you to submit photos and stories to get published on News24.

Please provide a username for your profile page:

This username must be unique, cannot be edited and will be used in the URL to your profile page across the entire network.


Location Settings

News24 allows you to edit the display of certain components based on a location. If you wish to personalise the page based on your preferences, please select a location for each component and click "Submit" in order for the changes to take affect.

Facebook Sign-In

Hi News addict,

Join the News24 Community to be involved in breaking the news.

Log in with Facebook to comment and personalise news, weather and listings.