|The City of Cape Town is a phone call away|
14 JANUARY 2013
The City of Cape Town is pleased that 71% of all faults logged with the City over the festive season were resolved within 14 days despite reduced staff over the festive season. “The remainder of complaints, which include more complex faults, are being attended to as a matter of urgency by staff working over-time,” said Mayoral Committee Member for Corporate Services Alderman Demetri Qually.
As a well-run City, Cape Town has numerous channels of communication that residents can use to contact the City in order to report service delivery faults. These include:
While there is one Call Centre Number, residents may be redirected to the Corporate Call Centre, the Electricity Technical Operations Centre or the Water Technical Operations Centre depending on the nature of their request. During peak times residents also have the option of sending an SMS or an email to the Technical Operations Centre concerned, with their service request. This is especially helpful in the case of electricity outages and burst water pipes as the request is logged by an agent on behalf of the resident and routed directly to the correct department saving residents valuable time and money.
Automated messages are also placed on the system informing residents of electricity outages around the city which are being addressed by council staff.
When customers contact the Call Centre, they are given the option of receiving a reference number via SMS or e-mail. This option makes it more convenient for them to keep the reference number so that they can follow up on any outstanding service requests. “In order to keep Cape Town a Well-Run City, it is important that service requests and logged faults are acknowledged and attended to timeously. This system ensures that where it is necessary for residents to follow up on their logged requests, they have their reference numbers easily at hand,” said Mayoral Committee Member for Corporate Services Alderman Demetri Qually.
This number can be used for all service requests relating to solid waste, electricity, water, roads and storm water and parks. The number can also be used for all accounts and general enquiries such as motor vehicle registration and traffic fines.
SMS 31220 for all electricity service faults
SMS 31373 for water and sewer service faults (Other service requests are accepted)
firstname.lastname@example.org to report all service faults
email@example.com to report electricity service faults
Watertoc@capetown.gov.za to report water and sewer service faults
Log onto the City’s website – www.capetown.gov.za
Choose the “Service Requests” option on the left hand side of the screen.
Follow the prompts.
SmartCape access points
The City has installed SmartCape access computers in libraries and other walk-in centres throughout the City. The residents can use these computers to contact the city via email or the City’s website. This is a free service to the community.
The City has Cash Offices, 37 Housing Offices, 23 Subcouncil Offices and 7 walk in centre located throughout the city where residents can walk in to report service faults.
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