The Kouga Local Municipality Call Centre is the municipality’s official first point of contact for all service delivery enquiries, complaints and municipal-related requests.

Whether residents experience a water leak, electricity outage, sewer blockage, pothole, refuse removal issue or billing enquiry, the Call Centre is the most effective and reliable way to ensure the matter is properly recorded, tracked and resolved.

By reporting issues through the Call Centre, residents help the municipality respond faster, improve accountability and ensure requests are attended to.

The Role of the Call Centre

The Call Centre operates daily as the central communication hub between residents and municipal departments.

Dedicated operators receive and manage service delivery requests through official channels, including telephone calls, email, WhatsApp, walk-ins and other municipal communication platforms.

Every complaint or enquiry is formally captured on the municipality’s DMS incident management system before being directed to the correct department for action.

The Call Centre also monitors outstanding requests, follows up with departments and provides feedback to residents where possible.

What Residents Can Report

The Call Centre handles a wide range of municipal service-related matters, including:

• Sewer blockages and spillages.
• Water leaks and water interruptions.
• Electricity faults and outages.
• Refuse removal complaints.
• Potholes and road maintenance issues.
• Streetlight faults.
• Illegal dumping.
• Stormwater problems.
• Municipal account and billing enquiries.
• General municipal service-related requests.

Residents are encouraged to report every municipal service issue through the Call Centre, regardless of its size.

How to Log a Service Request

Residents can log a service delivery complaint by:

• Calling the Call Centre.
• Sending an email.
• Using WhatsApp.
• Visiting municipal offices in person.

To assist municipal teams, residents should provide:

• Full name and contact details.
• Exact location of the problem.
• A clear description of the issue.
• Photos where applicable.
• Any additional information that may assist operational teams.

Once the complaint is logged, residents receive a unique reference number for tracking purposes.

What Happens After You Log a Call

The municipality follows a structured process to manage every service request.

Step 1: The Call Centre operator records the request on the DMS incident management system.

Step 2: A unique reference number is generated and supplied to the resident.

Step 3: The request is electronically allocated to the relevant municipal department.

Step 4: Operational teams investigate the complaint and complete the required work.

Step 5: The Call Centre monitors progress, follows up on outstanding matters and escalates urgent or overdue cases where necessary.

Step 6: Once the issue has been resolved, feedback is captured on the system and the request is updated or closed.

Step 7: Residents may receive a customer satisfaction survey to rate the service they received.

Why Residents Should Use the Official Call Centre

Logging requests through the official Call Centre provides several benefits:

• Proper recording of complaints.
• Faster allocation to the correct department.
• Accountability and transparency.
• Real-time tracking of requests.
• Follow-ups on outstanding matters.
• Improved response coordination.
• Accurate record keeping.

The DMS system also helps the municipality monitor response times, identify recurring service delivery issues and improve service standards.

The Risks of Unofficial Reporting

Residents sometimes report issues through Facebook comments, private WhatsApp messages or direct communication with municipal officials.

These informal channels can create several challenges:

• Requests may not be formally recorded.
• Complaints can be overlooked.
• Important information may be missing.
• There may be no official reference number.
• Delays can occur during busy periods or emergencies.
• Accountability and tracking are limited.

For this reason, social media posts and personal messages should never replace officially logging a complaint through the Call Centre.

Technology Supporting Better Service Delivery

The municipality uses the DMS incident management system to capture, allocate, track and monitor all service delivery requests.

The system provides:

• Real-time tracking of complaints.
• Monitoring of outstanding requests.
• Escalation of urgent matters.
• Improved accountability.
• Better management oversight.
• Accurate reporting and record keeping.

By using the DMS system, the municipality can improve service coordination and respond more effectively to residents’ needs.

Contact the Kouga Municipality Call Centre

Residents can contact the Kouga Local Municipality Call Centre on 042 200 2200 or 081 760 9183 (WhatsApp).

Alternatively, enquiries can be emailed to callcentre@kouga.gov.za.