As part of the continuous effort to improve customer service and communication with the public, Hessequa Municipality has created, in addition to the current official channels, a dedicated WhatsApp number that enables the individual/organization to report complaints/faults and direct queries regarding municipal operations and services to the municipality.
The public is requested to provide full details when reporting a complaint/fault, namely:
▪ Person’s name and surname
▪ Address
▪ Telephone / mobile phone number
▪ Email address (if available)
▪ Nature of the incident/complaint including the address (if applicable).
Since Hessequa Municipality serves several towns, it is important that residents indicate which town is involved.
THE OFFICIAL CHANNELS FOR REPORTING COMPLAINTS ARE AS FOLLOWS:
- WhatsApp (071 598 3175)
Complaints/faults can be reported 24 hours a day at WhatsApp number 071 598 3175.
- Telephonically
Complaints/faults can be reported via phone.
Tel: 028 713 8000 : During office hours
Tel: 028 713 7917 : After hours (Control Room)
Note that the 24-hour Emergency Numbers (Tel: 084 014 1828 or 028 713 2222) should only be used for reporting accidents, fires and disasters and not for reporting complaints/faults after hours.
If a complaint/fault is reported or an inquiry is made, the municipal official will provide the customer with a reference number.
- Visit to the municipal office
Residents can visit the nearest municipal offices in their area to report a complaint/fault or make enquiries. If a complaint/fault is reported or an inquiry is made, the municipal official will provide the customer with a reference number.
- Correspondence
Residents can write to the Municipal Manager by letter and e-mail, or submit the complaint/inquiry electronically on the official website.
4.1 Letter
All correspondence must be addressed to the Municipal Manager at the following address, PO Box 29, Riversdal, 6670.
4.2 Email
Residents can report complaints/faults or submit inquiries by sending an email to klagtes@hessequa.gov.za.
4.3 Online
Residents can use the municipality’s online “Report it” form to report complaints/faults or submit inquiries electronically by visiting the official municipal website at www.hessequa.gov.za.
CONFIRMATION OF FINALIZATION OF COMPLAINTS/FAULTS
Residents will receive confirmation via WhatsApp, email or SMS as soon as the complaint has been resolved.
NUWE KLAGTEBESTUURSTELSEL VIR HESSEQUA
As deel van die voortdurende strewe om kliëntediens en kommunikasie met die publiek te verbeter, het Hessequa Munisipaliteit addisioneel tot die huidige amptelike kanale, ʼn toegewyde WhatsApp nommer geskep wat die individu/organisasie in staat stel om klagtes/foute aan te meld en navrae rakende munisipale bedrywighede en dienste aan die munisipaliteit te rig.
Die publiek word versoek om volledige besonderhede te verskaf wanneer ʼn klag/fout aangemeld word, naamlik:
▪ Persoon se naam en van
▪ Adres
▪ Telefoon / selfoonnommer
▪ E-pos adres (indien beskikbaar)
▪ Aard van die voorval/klagte wat insluit die adres (indien toepaslik).
Aangesien Hessequa Munisipaliteit verskeie dorpe bedien, is dit belangrik dat inwoners aandui watter dorp betrokke is.
DIE AMPTELIKE KANALE VIR DIE AANMELDING VAN KLAGTES IS AS VOLG:
Klagtes/foute kan 24 uur per dag by WhatsApp nommer 071 598 3175 gerapporteer word.
- Telefonies
Klagtes/foute kan telefonies aangemeld word.
Tel: 028 713 8000 : Gedurende kantoorure
Tel: 028 713 7917 : Na-ure (Beheerkamer)
Neem kennis dat die 24-uur Noodnommers (Tel: 084 014 1828 of 028 713 2222) slegs gebruik moet word vir die aanmeld van ongelukke, brande en rampe en nie om klagtes/foute na-ure aan te meld nie.
Indien ʼn klagte/fout gerapporteer word of navraag gedoen word, sal die munisipale amptenaar die kliënt van ʼn verwysingsnommer voorsien.
- Besoek aan die munisipale kantoor
Inwoners kan die naaste munisipale kantore in hul omgewing besoek om ʼn klagte/fout aan te meld of navraag te doen. Indien ʼn klagte/fout gerapporteer word of navraag gedoen word, sal die munisipale amptenaar die kliënt van ʼn verwysingsnommer voorsien.
Inwoners kan ʼn skrywe aan die Munisipale Bestuurder per brief en e-pos rig, of die klag/navraag elektronies op die amptelik webwerf indien.
Alle korrespondensie met die munisipaliteit moet per adres aan die Munisipale Bestuurder by die volgende adres, Posbus 29, Riversdal, 6670 gerig word.
Inwoners kan klagtes aanmeld of navrae indien deur ‘n e-pos aan klagtes@hessequa.gov.za te stuur.
Inwoners kan gebruik maak van die munisipaliteit se aanlyn “Report it” vorm om klagtes/foute aan te meld of elektronies navrae in te dien deur die amptelike munisipale webwerf by www.hessequa.gov.za te besoek.
BEVESTIGING VAN FINALISERING VAN KLAGTES/FOUTE
Inwoners sal bevestiging per WhatsApp, e-pos of SMS ontvang sodra die klagte opgelos is.
