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How to Log Complaints With the NMBMM Service Delivery Call Centre

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If you are not yet aware, the metro has established a Service Delivery Call Centre to assist with a one-stop-shop when assisting with municipal complaints.

Please note the detailed process that should be followed when logging a complaint with the Joint Operation Centre (JOC). All members of the public are encouraged to make use of this facility using the toll free number and by following the process outlined below.

Your are of course also welcome to log your complaint with myself via e-mail or directly with the Ward 2 office on 041 585 0515.

Regards

Dean Biddulph
Ward 2 Councillor
Service Delivery Call Centre Reporting procedure:

The following processes that need to be followed to log complaints with the Service Delivery Call Centre (JOC).

There are two options to log a complaint:

  1. Phoning the Service Delivery Call Centre (0800 20 50 50)
  2. Emailing the Service Delivery Call Centre (waterleaks@mandelametro.gov.za).

NB: When phoning please ask for the name of the person you are speaking to (the Call Centre Agent) and insist on being given a reference number for your complaint.

The following information is needed:

  • Problem/Issue/Complaint:
  • Problem Address:
  • Comment:
  • Complainant (the name and surname of the person logging the complaint):
  • Phone (very important, as the relevant NMBM Official needs this number to make contact with the complainant):

A reference number will be provided by the Service Delivery Call Centre, once the complaint has been logged on the EDAMS System.

Once the complaint has been logged and a reference number has been assigned to it, we at the Joint Operations Centre (JOC) send the details of the complaint to the relevant Sub-Directorate for Service Delivery. This is Stage 2 (Sent to station)

The relevant official in the Sub-Directorate is asked to contact the complainant to confirm the complaint and arrange for the complaint to be seen to. The JOC representative is to be informed of the arrangements made, in order to update the EDAMS System by placing the complaint in Stage 3 (Problem Found / Under Investigation)

Once the official has seen to the complaint and confirms that the complainant is happy, the official is to send a written (email) confirmation to the JOC representative. The complaint then can be closed off by moving the complaint to Stage 6 (Job completed / No Further Processing Required).

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Ward 2

Councillor Dean Biddulph (Democratic Alliance) Ward 2: Nelson Mandela Bay Metropolitan Municipality Tel: 041 582 2015 / 082 559 6158 Fax: 041 585 1364 E-Mail: ward2[at]mandelametro.gov.za "Men make history, and not the other way around. In periods where there is no leadership, society stands still. Progress occurs when courageous, skillful leaders seize the opportunity to change things for the better." Harry S. Truman Ward 2 covers the following areas: 11 Ave Summerstrand, Avondale Rd up to Western Rd Central, Foresthill, Humewood, Uppervalley.

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Comments

  1. And I can tell you that this stupid system DOES NOT WORK – ref no 247538 on the 13 April, 2012 to mow a patch of grass in front of the Foles Hill substation – the grass has STILL not been mowed. Parks called me the very next day and said that it wasn’t their responsibility. Called the service centre back the following week enquiring for an update, said that she was unable to give me feedback – now I ask with tears in my eyes – what is the point?