Kouga Municipality is asking residents to change one simple habit that could improve service delivery across the region. Instead of reporting faults through social media, private messages or personal contacts, the municipality wants every service request logged through its official Call Centre, where each complaint is recorded, tracked and allocated for action.
Every Complaint Needs a Reference Number
According to the municipality, the Call Centre is the official starting point for all service delivery enquiries. Whether the issue is a water leak, electricity outage, blocked sewer, pothole, refuse removal problem or billing enquiry, every request should begin there.
Once a complaint is logged, it is entered into the municipality’s DMS incident management system. The system then generates a unique reference number and directs the request to the department responsible for resolving it.
Unofficial Reports Can Slow the Process
Many residents report faults through Facebook, WhatsApp groups or direct messages to municipal officials. However, the municipality says those channels do not automatically create an official service request.
As a result, complaints can be overlooked, delayed or arrive without enough information for municipal teams to act quickly. By contrast, every request logged through the Call Centre becomes part of the municipality’s tracking system from the start.
Better Information Means Faster Action
Residents can report faults by telephone, email, WhatsApp or by visiting a municipal office.
To help operational teams respond efficiently, the municipality asks residents to provide their full name, contact details, the exact location of the problem and a clear description. Photographs also help where appropriate.
The Call Centre continues to monitor outstanding requests, follow up with municipal departments and record progress until each matter is resolved.
By using the official reporting process every time, residents help improve accountability, response times and record keeping. Most importantly, every complaint enters the system and can be tracked from the moment it is reported until the job is complete.
After months of trying to get something done, and many promises, Sunset drive in St Francis Bay is a disgrace. Potholes are everywhere, the road is dangerous and almost impassable for small vehicles. Drive down St Francis Drive, turn left at Marina Village and go up the hill, and see for yourself. You tell me if the state of the road is acceptable???
Despite promises, including a published commitment to repair potholes last week, nothing has been done for many months. The time for excuses is now over. Could something please be done to sort out this “accident waiting to happen”.
The only problem is that the workers don’t do their jobs with passion
Go to Anne’s Avenue and see how they cut the grass around the benches
I have sent complaints twice
Do not make the mistake of waiting until a street is completely worn out. Try to anticipate what the street will look like in two months’ time and get the reference number. After another two rounds of reminders, you’ll be fortunate if the damage is repaired within two months. The municipality does not maintain its own work; you have to keep reminding them. There is no one conducting inspections to see where road deterioration requires action.