Have an unresolved municipal complaint? Speak to this man

Vusi Mbede is the new Benoni customer care manager.

This was made clear by Vusi Mbede, the new Benoni customer care manager.

He took over from the previous manager, Helen Naidoo, at the start of September.

Describing himself as an “advocate of customers”, the Alberton resident said the community is essential in helping government deliver services to the people.

“Government, without the participation of stakeholders, will not be able to function,” he said.

“The community of Benoni has a responsibility to report queries.

“Our role is to respond to these queries but if they do not report these queries and wait until somebody else picks it up and reports it, that on its own becomes a challenge because you are unable to hold me to account.

“You cannot hold me to account if you have not brought it to my attention.”

He emphasised the importance for the community to report service delivery interruptions to the Ekurhuleni Metropolitan Municipality’s points of contact, such as the call centre and customer care centres.

He said once a reference number is issued to the complainant, the clock begins to tick for the EMM to repair the fault within the specified time frame.

Mbede said of all the break in service delivery complaints in Benoni, 96.9 per cent are completed.

He said, of these, 92.1 per cent are attended to within the standard service time decided upon based on the service issue.

These figures were compiled from complaints from July to mid-September.

These are some of the service standards:

• Time taken to repair a single pothole on a major road (two working days).

• Time taken to repair a single pothole on a minor road (five working days).

• Time taken to repair or replace a safety-related regulatory road sign (five working days).

• Time taken to repair or replace other minor road signs (10 working days).

• Time taken to repair or replace a street name board (60 days).

• Time taken to repaint road markings (15 working days).

• Time taken to repair any traffic light fault on a minor or major road (subject to electrical supply availability – 24 hours).

• Response to and resolution of water or sewer complaints (48 hours).

• Collapsed sewer pipeline (customer to be informed within 48 hours – restoration is dependent upon the construction work required).

• Picking up of branches (picking up of branches is dealt within 14 working days).

• Energy: One service connection affected (four hours).

• Energy: Up to 20 service connections affected (eight hours).

• Energy: Medium or high voltage outage (no alternate feeder available – 12 hours).

He said he may be contacted as a point of escalation when a complaint is not attended to within the specified time.

“It is better for people to fit into the system and when the system is not responding it must come to me for my intervention,” said Mbede.

Mbede said he is willing to work closely with Benoni councillors to identify areas of concern in Benoni and regards to public representatives as his “employers”.

Ward 23 Clr André du Plessis said he hopes the new manager will accompany councillors on a drive around Benoni to identify problems within each ward.

He may be reached at email at [email protected]

The Ekurhuleni call centre can be contacted on 0860 543 000.

Also read:

Ambulance numbers in EMM criticised

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  AUTHOR
Kevin van der List
Editor

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