Important Telephone Numbers 

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.

• 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