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Your Customer Care Guide 2019 Print • Cemeteries bookings • Metro Police Services Contact us as follows: Atteridgeville 1770 Komane Street (between Mngadi The City is committed to the following: Customer Care walk-in centres and Radebe Street), Atteridgeville Umthengi (Tramshed) Shop 119, 1st Floor, The Tramshed, cnr Customer care queries: [email protected] Customer care walk-in centres are the physical entry points to all • Provision of effective and efficient service Lilian Ngoyi and Francis Baard Street, municipal services. There are various customer care walk-in centres • Improved service delivery Pretoria Central Potholes: [email protected] across Tshwane where customers can get services close to where • More satisfied customers Sammy Marks Ground Floor, Sammy Marks Building, they live and work. These centres handle all enquiries through email • Accelerated transformation of public service cnr Madiba and Sisulu Street, Meter readings: [email protected] and service at counters. Our customer care walk-in centres are Pretoria Central • Greater consultation with customers “one-stop” centres where residents and visitors can have their needs • Improved communication with customers Street lights: [email protected] addressed and their enquiries answered. Customer care walk-in centres: Region 4 • Fewer complaints by customers Traffic lights: [email protected] Customer care walk-in centres: Region 1 Walk-in centre Address The City will do the following: Water leaks: [email protected] Walk-in centre Address Centurion Cnr Basden Avenue and Rabie Street, • Answer 80% of all calls within 20 seconds Quality of drinking water: [email protected] Lyttelton Akasia 16 Dale Avenue, Karen Park • Acknowledge all emails received Laudium Cnr Tangerine Street and 6th Avenue, Z-CARD® PocketMedia® (Trade marks used by Z Industries Ltd Beirut Stand 1864, Beirut • Provide you with a reference number under licence). This product is a doubly-folded sheet card. These products and associated machinery and processes are subject to Laudium South African, African and world-wide patents granted and Electricity enquiries: [email protected] pending, copyright, trade marks and other intellectual property rights including South African patent number 2011/06623 © 2016 Bodibeng Stand 1424, Block BB, Soshanguve • Make sure that all face-to-face customers will be attended Z Industries Ltd. Produced under licence by PocketMedia® Solutions: Tel: +27 11 340 6737 Fax: 0865 155 551 Olievenhoutsbosch Stand 1900, cnr Rethabile and Legong www.zcard.co.za Job no.: 00/000/0000 Mabopane Stand 2033, Block A, Mabopane Important E-Tshwane, the on-line self-service platform: Street, Olievenhoutbosch to during office hours (07:45 – 15:15) telephone numbers Ga-Rankuwa Stand 9111, Setlogelo Street, Ga-Rankuwa https://www.e-tshwane.co.za • Make sure that 80% of all queries will be resolved at the Zone 5 City of Tshwane centres Mabopane Stand 1653, Block X, Mabopane Customer care walk-in centres: Region 5 Call Centre • Make sure that 90% of all information requests is resolved Vision 012 358 9999 Rosslyn Cnr Van Niekerk Street and Doreen Operating hours Avenue, Rosslyn Walk-in centre Address Soshanguve Block F Stand 2275, Block F West, Customers’ obligations and responsibilities A prosperous Municipal offices are open to the public from Toll-free number cnr Commissioner and Tlhatlhagane Rayton Cnr Oakley and Montrose Street, Rayton Monday to Friday from 07:45 to 15:15. Refilwe 3798 MJ Rumo Drive, Refilwe capital city 080 111 1556 Street, Soshanguve • Respecting City of Tshwane officials and treating them with through fairness, Soshanguve Block KK Electricity Depot, Erf 60 Rietgat 611-JR, dignity Soshanguve Block KK freedom and 24-hour emergencies Call centre Customer care walk-in centres: Region • Informing the City when your personal details change (fire, ambulance) 6 • Studying your municipal account in detail and asking for 012 358 6300/6400 Customer care walk-in centres: Region opportunity. Our call centre agents are available to assist you. They 2 Walk-in centre Address clarification if you not understand the account will guide you to speedily resolve your enquiries or service requests. • Paying for municipal services received in full by the due Walk-in centre Address 24-hour Tshwane Mamelodi Mini Munitoria Cnr JL Ledwaba and Mkhubela Street, date, as displayed on the bill Metro Police; accidents Mamelodi • Using services wisely in order to help conserve our 012 358 7095/7096 What to do when contacting the call centre Sinoville Cnr Marija Street and Pafuri Avenue, Sinoville Eersterust Cnr Hans Coverdale Road West and PS precious resources Fourie Drive, Eersterust • Follow the voice prompts and select the option relevant to your Temba 4424 Unit 2, Molefe Makinta Street, Temba • Reporting service breakdowns immediately when they Silver Lakes Shere 43 Struben Road (via Graham Road), Tshwane Bus Services needs. Hammanskraal 355 Lowers lane Street, Mandela Village occur and provide accurate information 012 358 0839/0840 Shere AH • Utilising municipal facilities and services effectively • Provide the call centre agent with your full name and account Customer care walk-in centres: Region number and/or contact details. 3 Customer care walk-in centres: Region • Making alternative payment arrangements at a City of Website: 7 Tshwane walk-in centre if you are unable to fulfil your www.tshwane.gov.za • State your physical address and/or the address where you would Walk-in centre Address Walk-in centre Address service payment obligations like a service to be provided. • Knowing about the City of Tshwane’s plans and Fortsig Entrance 20, Fortsig Electricity Depot, Facebook: • Give the details of the main reason for your call. Van der Hoff Road Extension, Bronkhorstspruit Ground Floor, Muni-forum 1 Building, programmes City of Tshwane | Official Boekenhoutkloof cnr General Louis Botha and Market • Making suggestions on how to improve services (page) • Provide as much information as possible for us to be able to HB Phillips Ground Floor, HB Phillips Building, Street, Bronkhorstspruit assist you. Bosman and Francis Baard Street, Twitter: City of Tshwane • Note the reference number provided by the call centre agent and Pretoria Central (@CityTshwane) wait for our prompt response to resolve your issue Contact us as follows: Atteridgeville 1770 Komane Street (between Mngadi The City is committed to the following: Customer Care walk-in centres and Radebe Street), Atteridgeville Umthengi (Tramshed) Shop 119, 1st Floor, The Tramshed, cnr Customer care queries: [email protected] Customer care walk-in centres are the physical entry points to all • Provision of effective and efficient service Lilian Ngoyi and Francis Baard Street, municipal services. There are various customer care walk-in centres • Improved service delivery Pretoria Central Potholes: [email protected] across Tshwane where customers can get services close to where • More satisfied customers Sammy Marks Ground Floor, Sammy Marks Building, they live and work. These centres handle all enquiries through email • Accelerated transformation of public service cnr Madiba and Sisulu Street, Meter readings: [email protected] and service at counters. Our customer care walk-in centres are Pretoria Central • Greater consultation with customers “one-stop” centres where residents and visitors can have their needs • Improved communication with customers Street lights: [email protected] addressed and their enquiries answered. Customer care walk-in centres: Region 4 • Fewer complaints by customers Traffic lights: [email protected] Customer care walk-in centres: Region 1 Walk-in centre Address The City will do the following: Water leaks: [email protected] Walk-in centre Address Centurion Cnr Basden Avenue and Rabie Street, • Answer 80% of all calls within 20 seconds Quality of drinking water: [email protected] Lyttelton Akasia 16 Dale Avenue, Karen Park • Acknowledge all emails received Laudium Cnr Tangerine Street and 6th Avenue, Beirut Stand 1864, Beirut • Provide you with a reference number Electricity enquiries: [email protected] Laudium Bodibeng Stand 1424, Block BB, Soshanguve Olievenhoutsbosch Stand 1900, cnr Rethabile and Legong • Make sure that all face-to-face customers will be attended Mabopane Stand 2033, Block A, Mabopane Important E-Tshwane, the on-line self-service platform: Street, Olievenhoutbosch to during office hours (07:45 – 15:15) telephone numbers Ga-Rankuwa Stand 9111, Setlogelo Street, Ga-Rankuwa https://www.e-tshwane.co.za • Make sure that 80% of all queries will be resolved at the Zone 5 City of Tshwane centres Mabopane Stand 1653, Block X, Mabopane Customer care walk-in centres: Region 5 Call Centre • Make sure that 90% of all information requests is resolved Vision 012 358 9999 Rosslyn Cnr Van Niekerk Street and Doreen Operating hours Avenue, Rosslyn Walk-in centre Address Soshanguve Block F Stand 2275, Block F West, Customers’ obligations and responsibilities A prosperous Municipal offices are open to the public from Toll-free number cnr Commissioner and Tlhatlhagane Rayton Cnr Oakley and Montrose Street, Rayton Monday to Friday from 07:45 to 15:15. Refilwe 3798 MJ Rumo Drive, Refilwe capital city 080 111 1556 Street, Soshanguve • Respecting City of Tshwane officials and treating them with through fairness, Soshanguve Block KK Electricity Depot, Erf 60 Rietgat 611-JR, dignity Soshanguve Block KK freedom and 24-hour emergencies
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