City to ramp up customer services in all regions
13 October 2020
The City is intensifying its efforts to improve customer experience by providing additional service offerings in all seven regions.
Having successfully hosted Open Days in regions B, G and F, which were each followed by extended operational hours in pursuit of resolving outstanding queries, the City is now rolling out the same to the remaining regions, being E, A, C and D respectively.
The remaining series of Open Days is scheduled to be hosted as follows:
• 10/10/2020 to 15/10/2020 - Region E, Sandton
• 17/10/2020 to 22/10/2020 - Region A, Midrand
• 07/11/2020 to 12/11/2020 - Region C, Roodepoort
• 14/11/2020 to 19/11/2020 - Region D, Soweto
Hosting regionalised Open Days is a precursor to decentralised customer service, which is aimed at improving the experience of ratepayers when interacting with the City across all regions.
Ratepayers can expect more service offerings as part of the ongoing decentralised regionalisation approach. Category A (main) Customer Service Centres are fully capacitated and equipped to offer services such as:
Meter reading input by customers (water & electricity); Change of ownership; Statement repository; Due date updates; Special meter reading requests; Acknowledgement of Debt; Logging of queries & general account enquiries.
The City has taken a further step to demonstrate its commitment to improved customer service offering, ratepayers can expect a visible display of the following at every category A Customer Service Centre:
Service Charter: Empowers customers to be aware of service standards that the City pledged to provide its ratepayers, as well as the type of service they should expect to experience.
Query escalation process: Indicates how long it takes the City to resolve a query, also provides what avenues ratepayers can explore should queries not be resolved to their satisfaction. Contact details of management are also contained should a matter require different levels of escalation.
Statement explained: Details an explanation of every detail contained in the municipal bill to ensure customers get a clear sense of what to expect from their monthly bill.
Councillor Help Desk: Dedicated to councillors for all queries that have been escalated to them for intervention as public representatives.
The City is calling on ratepayers to make use of these category A Customer Service Centre’s, which are strategically situated across all the regions.
For more information on all customer service offerings, visit joburg.org.za or call 0860 562 874. You can also send an email for payment arrangements to email@example.com. The City’s decentralised regionalisation approach to customer service is intended at speedy resolution to all queries as well as improving customer centricity for the benefit of ratepayers.
City of Joburg
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