Do you have a complaint about service delivery – then call the President

Do you have an issue or complaint about a state run institution, government department or service delivery; or simply would like to ask a question.  Why don’t you consider calling the President to air your views.

All  South Africans can dial 17737 (toll-free from a landline) to get through to a call centre at the President’s office with questions or gripes pertaining to government service delivery. Some callers may possibly end up talking to Jacob Zuma himself!

Callers have a choice of being assisted in a number of languages, and calls are recorded and logged for quality, tracking and monitoring purposes. The call log assists the Presidency to keep an eye on turnaround times and in addition collect information and facts – to inform them, for example, which government department draws the most complaints.

 

The service is operational between 7.30am and 10pm, and has 21 well-informed hotline agents, supported by 43 public liaison officers, specialized in resolving inquiries.

Each government department and every province has assigned a public liaison officer to assist in handling enquiries that cannot be resolved by the Presidency alone.

Speaking to Zuma

Numerous callers could possibly be fortunate enough to talk to the President himself. Zuma has a direct link to a web-based platform where by he is able to take calls directly, dependant upon his schedule and when he is in his office at the Union Buildings in Pretoria.

Zuma revealed that he intended establishing a public liaison unit, which would incorporate a toll-free hotline to deal with public inquiries, as part of the initiatives to move towards a “more interactive government”.

Deputy director-general in the Presidency Vusi Mona pointed out the fact that Zuma had attached a great deal of value to dealing with each inquiry as if it was the only one, and following it through all channels until such time as it received the attention it deserved. “This project is extremely close to the heart of the President. It’s one of his pet projects,” he was quoted saying.

 

Mona stated the hotline would likely turn into a key service delivery improvement instrument and monitoring and evaluation tool, which was of importance to the administration.

“The President has established that this is simply not a public relations exercise, but forms part of the government’s efforts to modify the way it operates.”

Zuma’s word of advice

Zuma spent time at the centre on its first day of operation to provide some words of advice to the call centre agents.

“You may possibly receive calls from extremely angry people, who would have been provoked by your colleagues from other departments,” Zuma pointed out. “Remain calm, patient and most of all be gentle and human. You are going to take care of a considerable amount of problems if you remain human and steer clear of being technical.”

Zuma added the fact that portion of the call centre agent’s job was to enhance the government’s image. “We want individuals to have the capacity to tell us precisely what their issues are with service delivery, to ensure that we are able to assist directly.”

He urged the staff to function together to eradicate the stigma that makes people believe just about anything from the government is bad or is of inferior quality.

“You are the frontline of government communications and citizen care and support,” Zuma explained. “Smile when you take those calls, as people can feel your mood wherever they are.”

Source: BuaNews

7 thoughts on “Do you have a complaint about service delivery – then call the President

  1. Dear Sir/Madam

    We have a sewage that flows into a dale through block AA Soshanguve, that has been here with us for more than 38 years. We have complained to the Soshanguve Municipality many many time. They come, unblock it and leave, after a month, or a week it blocks again and if you don’t go and tell them they won’t come and unblock it. The dale smells, especially in the evening. The issue again is they don’t solve the problem, they treat the symptoms. Sometimes we feel like ashamed to invite visitors to our home because of this. I visited the councillor’s office, they referred me to a social worker and there after nothing happens. Please help us. Thanking you in advance.

    Yours sincerely

    Samuel Mashabela

  2. I HAVE BEEN ARRESTED ILLEGALLY TWICE KNOW AT SA BORDER POSTS, THE LAST TIME WAS ON 21 APRIL 2012 AT KOSI BAY BORDER POST KZN.
    A WARRANT FOR MY ARREST WAS ISSUED ON 27 / 03 / 2012 AT UBOMBO REGIONAL COURT KZN.
    – FAIL TO REPORT A ACCIDENT-
    FACT IS THE ACCIDENT WERE REPORTED ON 20 NOV 2008 AT MBAZWANE POL STATION.
    AR NO: 1604 / 20 / 11 / 2008 CASE NO: 85 / 11 / 2008 THIS CASE WERE CLOSED IN 2009 ALREADY.

    YET I HAVE BEEN LOCKED UP UNTIL 23 / 04 / 2012. APPEARED IN UBOMBO COURT, CASE WITHDRAWN
    AGAINST ME, BUT NOT AFTER I HAD TO SPEND R 12 000 ON LEGAL FEES NOT TO MENTION THE HUMILIATION AND DISGRACE I HAD TO GO THROUGH TILL THEN.

    CAN SOMEBODY PLEASE EXPLAIN TO ME HOW HOW THIS CAN HAPPEN.

    PLEASE MR PRESIDENT, I NEED SOME ANSWERS.

  3. I’ origanated in Nqamakwe Administrative area in Eastern Cape near Blysthwood Senior Senior Secondary School at lusizini Location. My complaint I’ want to lodge is that our children are unable to go to school because of high floods in the rivers and it was reported two years ago to our municipality but even now, there are no responses.

    Pls Mr President, help us our kids and grandmothers need your help.

    Thanks

  4. It is just enquiry, How long will it take the hotline to respond in cases reported. Can u send me reading material because i want to train the community about this service.

    Pls respond sir/Madam

    1. To Akhona Njengele

      Thank you for your comments.

      We suggest you contact the Presidency’s office directly for more information and questions.

      A detailed list of contact numbers can be found on The Presidency’s website, CLICK HERE

      Thank you,

      My Dream Course Support Team

  5. I am currently studying at the University of the Western Cape, my mother is unemployed and she does not see properly with her eyes. At the university they refuse to give us NSFAS agreement forms but we are needy students. Many dropped out this year because they cannot pay the fees. please Mr President help us before this year ends. I beg you.

  6. We to have a sewerage issue in Bergville! We have to pay for our sewerage tanks to be emptied, but as soon as the payment has been made it is no ones job to deliver the service. I paid for our tank to be emptied on 22 January 2013 and the job is not being done. I have spent a lot of time on the telephone trying to find someone to help, but all I get is “it is not my job”.!!!!!!!!!!!!! Please!!!!!!!! I cannot handle the stench I is unbearable. HELP!!!!!

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