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Customer Relationship Management

Important Telephone Numbers 

City of Tshwane Call Centre: 012 358 9999
24-hour emergencies (fire, ambulance): 012 358 6300/6400
24-hour emergencies (Metropolitan Police,
traffic accidents):
012 358 7095/6
Power failures: 012 339 9111

Tshwane Metropolitan Police Customer Service Centre:

24 hours, all emergencies: 012 664 4445/2058
Tshwane Contact (Call) Centre 012 358 9999 (07:30 to 16:00)
24 hours Fire and Ambulance Services: Option 1, Option 1 – 24 hours
Metro Police: Option 1, Option 2 – 24 hours
Power failures: Option 3, Option 1 and Option 1
Faulty street lights: Option 3, Option 1,Option 2, Option 3
or select “electricity power failures”
Roads and Stormwater: Option 3, Option 1
All services except electricity: 012 358 2111 or 012 427 2111
Customer Relations Management: Option 4 and Option 2, Option 1
Vehicle and drivers licences: Option 4, Option 1
Electricity disconnections: Option 2, Option 3
(office hours extended to 22:00),
also 012 339 9111
24 hours
 
Electricity, street lights: Option 3, Option 1, Option 2, Option 3
Main switchboard
(07:30 to 16:00):
012 358 7911

How and where to lay a complaint

The Customer Relations Management Division is the first point of contact for all City of Tshwane customers. Our service standard states that 85 percent of all queries and complaints will be resolved on first contact, while 90 percent of all complaints will be closed within one hour.

For any enquiries, complaints or information, please contact the Call Centre on 012 358 9999. Alternatively you can send a fax to 012 359 6111 or email: customercare@tshwane.gov.za or visit our walk-in centres (listed under CRM care booklet link in part i of this section).
How we will deal with complaints and enquiries
When customers visit, write to, fax or email us, we will:

  • adhere to the division’s complaints procedure;
  • acknowledge customer correspondence within seven days of receiving it;
  • provide the customer with a reference number;
  • inform the customer when he or she can expect to receive a full response;
  • provide the customer with telephone and email contact details; and
  • take control and ownership of the customer’s enquiry or complaint.

When you have a complaint:

  • Inform us of the problem.
  • We will try to put things right immediately.
  • If you are dissatisfied with the response, you can contact any City of Tshwane customer care walk-in centre or the Call Centre on 012 358 9999, or email: customercare@tshwane.gov.za.

Have the following information handy when you contact us:

  • Your ID number
  • Your account number

Other key contact details for complaints

Waste management complaints: 012 358 0577/9
Domestic bin complaints:
East: 012 358 0526
Moot: 012 358 6462
North and West: 012 358 0554
Soshanguve, Lotus Gardens,
Atteridgeville, Mamelodi:
012 358 0515
South/Centurion: 012 358 1317
By-law offences
(for example, illegal street trading and illegal night club activities):
012 358 0070 (external)
62480/62481/62482/62483 (internal)
Or toll-free 080 111 1556
Electricity-related complaints
(Select Option 3 as directed by the voice prompt)
012 358 9999
Or toll free: 080 111 1556
Tshwane Bus Services 012 358 0214/0443/0231
After-hours sewerage complaints: 080 000 4135
Infrastructure Maintenance Management:
General complaints and maintenance management
012 358 0614/0604
Stormwater drainage, pothole repairs 012 358 0614
Ga-Rankuwa: 012 703 7780/012 701 9700
Mabopane: 012 703 7271
Winterveld: 012 704 0550/087 940 9149
Hammanskraal/Temba/Soshanguve: 012 521 8331
Reporting of water problems
Pieter Delport Reporting Centre: 012 358 2111
Soshanguve Depot: 012 358 9213
Proes Street Depot: 012 327 0147
Fax after hours: 0800 00 4135
 

 Customer Care Centres

 
 

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