eThekwini Municipality to merge complaints lines to one

Municipality of eThekwini plans to set up a one-number complaints line, in hopes to make it more effective.

The eThekwini Municipality wants to create a ‘one number’ call centre for all complaints in the city.   The plan is to change the current system where departments like water and electricity have different call centre numbers.

eThekwini Mayor, Zandile Gumede believes that dealing with complaints in a centralised manner is the way to go.

The ‘one number call centre’ which will be unveiled soon is an effort to be more efficient at identifying and resolving customer complaints.

Gumede says all staff will be retrained to ensure that everything’s in order.

Meanwhile the mayor says they’re investigating the issue of incorrect billings, where some residents have received unusually high utility bills. The ‘Mayoral Response Office’, has been set up to specifically deal with these complaints.


Naledi Sikhakhane

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