Complaints on deaf ears

Opposition politicians are calling for urgent reforms to the Matjhabeng Local Municipality’s failing complaints system as residents endure weeks of service delivery collapse across the region.

The DA has demanded immediate strengthening of the municipality’s call centre to ensure service complaints are properly logged, tracked and resolved within 48 hours.

“By restoring an efficient complaints system, residents will once again experience reliable service delivery,” said Cllr Marie van Rooyen, DA representative for the Matjhabeng Local Municipality.

Efficient complaints system

Van Rooyen argued that unaddressed service failures expose residents to health risks, financial strain, and declining living standards. She emphasised that an effective call centre with competent personnel has become critical in Matjhabeng, where residents have lost confidence in municipal services.

“A call centre must be staffed by officials who can handle and redirect service complaints to the appropriate municipal departments, supported by dedicated personnel who will follow up on complaints and have the determination to resolve problems within 48 hours,” she stated.

Scale of crisis

The scale of the crisis became apparent when refuse collection ceased for almost seven weeks, forcing residents to hire private contractors at their own expense whilst continuing to pay municipal rates for undelivered services.

“The council makes daily promises that effective service delivery is a priority, yet there is no accountability. Complaints are lodged every day, to no avail,” Van Rooyen said.

The DA has outlined three key demands: the implementation of an effective call centre; the restoration of weekly refuse removal; and the deployment of trained officials capable of managing tasks within established timelines.

Response within 24-hours

Rooyen argued that a properly functioning municipality should respond to the following complaints within 48 hours:

■ water leaks requiring urgent attention;

■ sewerage spillages and raw sewage flowing in streets;

■ potholes and deteriorating road infrastructure; and

■ littering incidents and prosecution of offenders.

Van Rooyen concluded that paying residents deserve reliable services, whilst those who default on payments must face accountability.

Paying residents deserve

The ongoing crisis in Matjhabeng has highlighted broader challenges facing local government service delivery, with residents increasingly bearing the cost of municipal mismanagement through deteriorating living conditions and additional private service expenses.