CUSTOMER SERVICE PIC

Reporting and logging service requests, faults and municipal service complaints

Consumers in Tshwane can link to or communicate with the City through its Customer Relations Management Department. This department was established with the sole purpose of handling all customer interaction. The main responsibility of the department is to receive requests from customers and residents, to log the requests in the relevant system, to provide customers and residents with reference numbers for tracking purposes and to notify service delivery departments.

This high-level value chain is intended to relieve pressure on service delivery departments, such as the Regional Operations and Coordination Department, the Environment and Agriculture Management Department (Waste Management Services

Division), the Energy and Electricity Department and the Water and Sanitation Department by handling fault reporting and allowing them to focus on the actual resolution of faults and service requests.

Following the recent strike by City employees from 26 July 2023, this value chain was seriously altered, as many employees who would have dealt with and addressed these complaints were largely unavailable. However, residents should note that the strike is now over, and all fault-reporting channels have returned to normal. In the interest of fairness and transparency, the normal fault-reporting channels described below can be used.

Faults and service requests can be logged with the City via the following mechanisms:

 

Mechanism Type Details
Telephone (voice) Call centre 012 358 9999

Log account queries or report faults with regard to water, electricity, roads, storm water, potholes, street lights, sewers, etc

Face to face Walk-in centres Visit any of the 26 walk-in centres throughout Tshwane
Self-service e-Tshwane www.e-tshwane.co.za

View your account, capture readings, make payments and log service requests

SMS Reporting power failures To report power failures, SMS the word “power” and your account number to 082 612 0333 or 44676
Important: Please note the City of Tshwane’s emergency numbers
Telephone (voice)

 

Emergency Services Department 107

For fire, floods, disasters and life-threatening incidents

  Tshwane Metro Police Department 012 358 7095

For all by-law-related incidents and accidents

Email
Service requests, account queries and all other enquiries customercare@tshwane.gov.za
Potholes pothole@tshwane.gov.za
Meter readings meterrecords@tshwane.gov.za
Traffic lights trafficsignalfaults@tshwane.gov.za
Street lights

 

streetlights@tshwane.gov.za

(The lamp pole number and street address are required.)

Sewer blockages sewerblockages@tshwane.gov.za
Water leaks waterleaks@tshwane.gov.za
Reconnecting services and unblocking prepaid meters reconnect@tshwane.gov.za

(Proof of full payment must be attached.)

WhatsApp

 

·         Send “Hi” to 087 153 1001 on WhatsApp

·         Check your account balance, request municipal forms and updates, and much more

 

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