Tag Archives: complaint

Do you have a question or complaint for President Zuma

Since its inception, the Presidential Hotline continues to affect the day-to-day lives of ordinary citizens, and at the same time helping to make government significantly more accessible.

Based on the most up-to-date statistics, the hotline has an all round case resolution rate of just about 80 percent, which is actually a major milestone in the history of the hotline ever since its establishment in September 2009.

Since 31 January 2012, the hotline has received an overall total number of 122 589 calls nationwide with the case resolution rate standing at 79.89%. This is a significant change for the better since 2009, when the resolution rate was a a mere 39%, the Presidency announced.


The vast majority of complaints typically have to do with housing, unemployment, water and electricity problems, law-related matters and education.

The vast majority of calls orginate from KwaZulu-Natal, Gauteng and the Eastern Cape, which can be related to the population size.
The Presidency attributed the achievements of the hotline to more effective coordination at Directors-General and senior management level of government. In addition, responsiveness reports have been regularised on the agenda of Forum of South African Directors-General.

“We are slowly but surely making progress and living up to President Jacob Zuma’s promise that individuals are going to have a platform to communicate with government and end up getting the help they deserve. As we have begun with our frontline service delivery monitoring, the hotline provides us with excellent data on which areas need immediate attention and we will respond,” says Minister in the Presidency: Performance, Monitoring and Evaluation, Collins Chabane.


Generally, it requires 67 working days to resolve an issue that has been recorded with the hotline. Having said that, there are actually queries which receive immediate response such, as request for information on government services.

To make certain that the hotline operates optimally, the Presidency said that it is going to boost the number of call agents from 20 to 30 as of June this year. This will see an expansion to 15 agents per shift working on two shifts a day.

The complaints are subsequently utilized by the Department for Performance Monitoring and Evaluation as a source of information to access government services along with a viewpoint to further improve responsiveness.

The Presidency admitted the fact that it is conscious that a great deal more still needed to be performed to achieve a 100% call resolution rate, and it has given the assurance that it is working hard to make sure that every person receives a response.

The Presidential Hotline can be reached on 1 7737.

Source: BuaNews


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


Zuma Hotline Launched

The Presidential Hotline, which allows members of the public to lodge an enquiry or complaint directly in the President’s office, received about 7 261 calls in its first three hours. Vusi Mona, Deputy Director General in the Presidency told BuaNews about 2 420 calls were being handled per hour, or 40 calls a minute, since the hotline became operational at around 9am.

Calls to the toll free hotline number, 17737, take about 15 to 20 minutes to ensure all the information is captured. “The public response to the hotline is overwhelming,” said Mona, adding that this showed that the hotline was not a public relations exercise, but was meant to improve the way the government works and makes the government more accessible.

He said the only challenge thus far had been the large caller volumes, but he assured the public that a technical team was working around the clock to ensure operations ran smoothly. Twenty one specially trained Public Liaison Officers took up their seats at the Union Buildings to handle calls and respond to general public inquiries and complaints over service delivery and questions about government.

They are supported by a network of 43 Public Liaison Officers. Each department and each province has assigned a Public Liaison Officer who will help deal with enquires that can not be solved by the Presidency alone. Mona said that the next two weeks will be used to identify and solve technical glitches so that when President Jacob Zuma officially launches the service, all the interim problems have been eliminated.

President Zuma visited the centre on its first day of operation to offer a word of advice to the call centre agents. “You may receive calls from very angry people, who would have been provoked by your colleagues from other departments. Remain calm, patient and be humane and human. You will solve a lot of problems if you remain human and avoid being technical.

“They will say there is no water, there is no electricity; and be ready to deal with all of that efficiently and professionally. It is a service delivery hotline so expect all those types of questions,” said the President. He said that once the system was working efficiently, the volume of calls was expected to go down “as government should by then be more responsive, departments will have learnt the importance of responding quickly”.

Part of the call centre agent’s job is to improve the government’s image. “We want people to be able to tell us what their problems are with service delivery, so that we can assist directly.” He urged the staff to work together to eradicate the stigma that makes people think anything from government is bad or is of inferior quality. “Let me reiterate that you are the frontline of government communications and citizen care and support. Smile when you take those calls as people can feel your mood wherever they are.

“Your attitude will speak volumes. Remember we are doing this to improve government service delivery, and you are in the forefront of that campaign.”  Zuma was able to answer a few calls as the hotline opened. He took a call from a distressed citizen from Mouny Frere in the Eastern Cape who complained about receiving ill treatment at her local magistrates’ court.

The caller’s husband passed away in 2006 and she had been trying to access his pension but was experiencing problems, said the Presidency. “President Zuma also took a call from a gentleman from Ekurhuleni North, Benoni, who highlighted his disappointment that his area has been experiencing sewerage leakages for months on end without the municipality resolving the matter,” said the President. Zuma recorded the details before handing them over to the call centre agents.

Source: BuaNews