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City provides innovative and accessible ways of requesting services
The City of Cape Town is pleased to report that 71% of all faults reported to it over the festive season were resolved within 14 days despite there being a reduced number of staff. “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.  Faults reported mainly related to water supply, power outages, waste collection and other services. 
 
Says Alderman 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 channels include walk in centres, telephone (call centres), free-call lines, SMS, email, web (e-Service requests). Residents can use SmartCape computers at public libraries to use the latter two options.
 
The City also has a strong social media presence with its Facebook (https://www.facebook.com/CityofCT) and Twitter (@CityofCT) accounts being used to deliver information about services and to act as a conduit for requests.
 
Residents are advised that while there is one call centre number (0860 103089), they 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 call. During peak times residents also have the option of sending an SMS or an email to the Technical Operations Centre concerned. 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.
 
Automated messages are also placed on the system informing residents when there are electricity outages around the city.
 
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 Alderman Qually.
 
Useful contacts
 
Call centre
 
Contact 0860 103 089
 
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.
 
Residents are advised to call 0860 00 1948 to report defective traffic lights. Remember to quote the intersection number found on the relevant pole box.
 
SMS
 
  • SMS 31220 for all electricity service faults
  • SMS 31373 for water and sewer service faults (Other service requests are accepted.) 

E-mail
 
Web


Log onto the City’s website – www.capetown.gov.za
Choose the “Service Requests” option on the left of the screen.
Follow the prompts.

SmartCape access points

The City has installed SmartCape access computers in libraries and other walk-in centres throughout Cape Town. Residents can use these to e-mail the City or access the City’s website. This is a free service to the community.

Walk-in centres

The City has 50 cash offices, 37 housing offices, 23 subcouncil offices and seven walk-in centres located throughout the city where residents can walk in to report service faults.


Published by the City of Cape Town.
 
2013/01/17
© City of Cape Town, 2014