City’s call centre arrangements over the festive season

11 December 2023

The City of Cape Town would like to notify residents of our Call Centre operating hours for accounts and general enquiries over the festive season. The reduced operating hours only apply to option 1 on the number 0860 103 089. Importantly, the 24-hour call centre which includes the water and electricity technical operations centres and the Public Emergency Communication Centre will continue to operate as usual.

'This year marks the 20^th year of existence of the City of Cape Town Customer Call Centre. Over the last six months between July and November 2023, our customer relations agents handled over 640 000 calls from residents to assist with various queries.

'In addition, they dealt with more than 217 620 email enquiries; responded to 16 493 SMS queries and facilitated 200 220 WhatsApp enquiries from residents.

'The feedback about the service we offer is fantastic. Our records show that 106 177 residents have rated our call centre 4,8 out of 5 on the Likert scale for customer satisfaction. These are excellent numbers of which we are very proud. I would like to take this opportunity to thank the customer relations team for the hard work they have put into serving residents this year, the team has really given their all in this last push of 2023,' said the City's Mayoral Committee Member for Corporate Services, Alderman Theresa Uys.

During the festive season, the following hours will apply to Option 1 on the number 0860 103 089 from Friday, 15 December 2023, to Saturday, 6 January 2024:

Monday to Friday: from 07:00 to 17:30
Saturday, Sunday and public holidays: the Call Centre will be closed

Normal operating hours will resume from Sunday, 7 January 2024 as follows:

Monday to Friday: from 07:00 to 21:00
Saturday: from 08:00 to 14:00
Sunday and public holidays: from 09:00 to 13:00

We can assure customers that the reduced hours will not impact on business continuity as the following will remain available 24/7, and will be able to handle all service-related faults, enquiries and complaints:

Water Voice Channel 086 0103 089 (option 2)
WhatsApp to 060 018 1505 for water related enquiries
Email to water@capetown.gov.za for water related enquiries
Email to accounts@capetown.gov.za for accounts and general enquiries
SMS to 31373 for water related enquiries
SMS to 31220 for electricity enquiries
Login on the e-Services portal: www.capetown.gov.za/eservices to register a service
Report a fault: www.capetown.gov.za/servicerequests

The City of Cape Town would like to wish all residents a safe and blessed festive season and remind residents to note the above operating hours.

End

Published by:
City of Cape Town, Media Office