CUSTOMER MANAGEMENT - Call Centre

 

The City of Johannesburg has a policy of "One-City-One-Number". The Council Call Centre "Care Connect" number 011 375-5555 is advertised, so that customers need only remember one number for all enquiries.

JRA (Pty) Ltd receives logged defects from the Council Call Centre as soon as they are logged, via a link between the systems used by the two organisations. JRA operates Mondays to Fridays from 8h00 - 16h30.

This includes emergency defects relating to roads and stormwater, such as potholes, flooding, blocked kerb inlets, missing manhole covers etc.

JRA's Call Centre Service Representatives contact 200 customers monthly to assess the quality of customer care experienced, and to ensure that customers are satisfied with repair of reported defects.

JRA (Pty) Ltd has an Operations Centre that operates Mondays to Fridays from 06h00 - 18h00. This centre deals with traffic mobility defects and incidents. The centre can be emailed at hotline@jra.org.za

JRA (Pty) Ltd also operates a Customer Care section which deals with correspondence (email, facsimile, letters) and applications for new requests. Requests can be faxed to 0866490829.

JRA (Pty) Ltd has a Customer Charter which informs customers of their rights and obligations.