{"id":70483,"date":"2014-10-10T08:10:00","date_gmt":"2014-10-10T06:10:00","guid":{"rendered":"http:\/\/germistoncitynews.co.za\/70483\/why-was-call-not-processed\/"},"modified":"2014-10-10T08:38:09","modified_gmt":"2014-10-10T06:38:09","slug":"why-was-call-not-processed","status":"publish","type":"post","link":"https:\/\/develop.citizen.co.za\/germiston-city-news\/news-headlines\/2014\/10\/10\/why-was-call-not-processed\/","title":{"rendered":"Why was call not processed?"},"content":{"rendered":"<p>The Germiston City News recently received a call from a Germiston resident who wishes to remain unnamed.<\/p>\n<p>She reported that her water has been off since Sunday, October 5.<\/p><div class=\"stream-item stream-item-in-post stream-item-inline-post aligncenter\"><\/div>\n<p>When she realised her water was off she immediately reported the matter to the metro.<\/p>\n<p>\u201cSince logging my call, on Sunday, I have received no help,\u201d she explained.<\/p><div class=\"stream-item stream-item-in-post stream-item-inline-post aligncenter\"><\/div>\n<p>\u201cI have called numerous times since then.<\/p>\n<p>\u201cOn Tuesday I finally managed to get through to the metro and was told that the call centre operator had not logged the complaint with the contractor.<\/p>\n<p>\u201cI was furious.\u201d<\/p>\n<p>The GCN approached the metro to find out:<\/p>\n<ul>\n<li>why the complaint was not logged with the contractor;<\/li>\n<\/ul>\n<ul>\n<li>\u00a0what the process is when the call centre receives a complaint;<\/li>\n<\/ul>\n<ul>\n<li>\u00a0when the problem will be corrected.<\/li>\n<\/ul>\n<p>William Ntladi, media liaison officer of Ekurhuleni Disaster and Emergency Management Services responded to the query with the following statement:<\/p>\n<p>\u201cThe complaint was received and logged as \u201cNo Water Supply in the area\u201d which stipulated that the whole area was without water not specifying that it was actually a single dwelling house water meter query.<\/p>\n<p>\u201cSubsequently, the query was handed over to the water department for their attention.<\/p>\n<p>\u201cDuring the investigations, it was found that the said area had no water supply challenges as per information received.<\/p>\n<p>\u201cDuring the communiqu\u00e9s conducted in between, it was then found to be a water meter-related query, hence it was then re-directed to the relevant water meter department as they operate independently.\u201d<\/p>\n<p>Ntladi went on to explain that \u201cnon-life threatening and life threatening emergency calls are logged and forwarded for the attention of the relevant departments within minutes of reception.<\/p>\n<p>\u201cIn this case, as stated above, the query was brought to the attention of the water department, instead of the water meter department.<\/p>\n<p>\u201cThe query has been given immediate attention by the relevant department.\u201d<\/p>\n<div class=\"stream-item stream-item-below-post-content\">\n<div class='tenancy_slot tenancy_slot_1 jannah_ad' style='display: none;' data-query-id='991d70959133735c15f5ae628fa08d55'><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Call centre personnel fails to log call.<\/p>\n","protected":false},"author":1848,"featured_media":70512,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"hasGravity":false,"cxt_article_byline":"Leigh Hodgson","cxt_disable_google_ads":false,"footnotes":""},"categories":[508,8515,2],"tags":[1653,8297,1012,1003,1106,979,969,2730,1002,1004],"class_list":["post-70483","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-editors-choice","category-local-municipal-news","category-news-headlines","tag-call-centre","tag-community-2","tag-east-rand","tag-ekurhuleni","tag-gcn","tag-germiston","tag-germiston-city-news","tag-leigh-hodgson","tag-metro","tag-municipality"],"amp_enabled":true,"category_labels":{"Category":"News","SubCategory":"Municipal"},"tag_labels":["call centre","community","East Rand","Ekurhuleni","GCN","germiston","germiston city news","Leigh 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