1. All metropolitan municipalities have indicated that they have call centres or toll free numbers to deal with customer queries related to service delivery issues which include issues related to customer accounts queries.
(a) The number of calls received are between 200 - 4000 calls per day and all queries are resolved successfully.
(b) About 85% of queries and complaints are resolved on first contact. The remaining 15% is referred to relevant departments.
(c) Information on the number of staff employed by municipalities is still being sourced from municipalities.
2. All metropolitan municipalities present their call centre reports to provincial service delivery forums i.e. war room, operation Sukuma Sakhe (KwaZulu Natal) and Ntirisano (Gauteng).
(a) No failures on the call centres have been reported on.
(b) All municipalities have reported that the call centres are fully operational and most of the queries are being responded to effectively and efficiently.