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Customer Relations Management


The City of Tshwane Metropolitan Municipality interacts daily with its customers through the Customer Relations Management (CRM) Department. The department plays a pivotal and strategic role, as it is positioned to be the face of the City.

The role of the department is to improve the efficiency and effectiveness of customer relations management and to ensure that the focus is on the customers' needs through implementing the following measures:

  • Integration and standardisation of customer interaction points
  • Defining and affirming City of Tshwane customer value chain per service
  • Segmenting customer base
  • Standardising customer engagements models
  • Introducing a customised feedback communication loop
  • Championing organisational culture to drive customer centricity and enhancing customer experience
  • Integration of systems and single view of a customer

The above aspirations of the City in relation to Customer Care are hampered by the fact that the customer relations management systems are currently fragmented and business processes and communication channels are uncoordinated. These fail to ensure that customers are engaged in a standardised manner and are provided timeous and effective resolution of their complaints and concerns.



To provide a globally competitive customer service and superior customer experience.



  • To ensure that customers’ needs and expectations are met through the implementation of the Batho Pele principles.
  • To ensure that customers have easy access to municipal services through their chosen channel.
  • To pursue a spirit of excellence, embedded in professionalism and integrity, for both internal and external customers.



  • Customer Centre Operations

Provides for a first point of interaction between the City and its customers via incoming telephone calls, face-to-face and other communication channels and consists of –.

  • Virtual Contact Centre;
  • Regional Customer Care Walk-In Centres; and    
  • Customer Relations Systems Management.

  • Customer Relations Business Process Management

CRM Policies, Strategy Development and Analysis and Batho Pele; 
Monitoring, Evaluation and Enhancement, which in turn consists of –

    • Customer Care Business Intelligence;
    • Customer Interactions and Touch; and
    • Continuous Improvement and Operational Efficiency.          


       Contact Details 


For any enquiries or complaints, please contact us on the following:

Tel: 012 358 9999
Fax: 012 359 6111


Group Head: Customer Relations Management Department

Ms Thandi S Radebe
Telephone : 012 358 7674
Email         :  


Executive Secretary to the Group Head: 

Ms Tsholofelo Mojaki

Telephone : 012 358 1342

Email         :   


Divisional Head: Contact Centre Operation

Ms Mila P Mohlathe
Telephone :  012 358 8105/3262
Email         :  MilaMo@TSHWANE.GOV.ZA    


Secretary to the Divisional Head Contact Centre Operation



Divisional Head : Customer Relations Process Management

Ms Faith Kgaditse

Telephone : 012 358 8021

Email         :

Secretary to the Divisional Head
Customer Relations Process Management

Mr Evidence Sekhale
Telephone : 012 358 9132
Email         :    

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