Focus on: Fault reporting

GEORGE NEWS - To continue providing the best possible services to residents, George Municipality has a schedule for the maintenance the city’s infrastructure. However, outages, break-downs and other mishaps do happen.

The municipality urges the public to report such through the proper channels to ensure optimal service and speedy repairs.

Please see information on reporting faults below:

Switchboard: 044 801 9111
All after-hours George Municipality emergencies: 044 801 6300
Fire Only emergencies: 044 801 6311
General public email for all matters: gmun@george.gov.za
Report fraud: 0860 044 044 / fraud@george.gov.za
Garden Route District Municipality Disaster Management emergencies: 044 805 5071 (all hours)

How to report a fault

Step one: what number for what problem?
Report water leaks and burst pipes, sewerage blockages, leaks and spillages and urgent road and storm water issues to: 044 801 9262/6 (07:45 to 16:30)
Estimated response times are 24 to 48 hours from the recorded time of complaint at the above numbers.

Please report power outages, broken streetlights and faulty traffic lights to:

044 801 9222 (07:45 to 16:30)
044 801 9202
WhatsApp: 067 350 3295 (Available Monday to Friday 07:45 to 16:30)
Pre-paid electricity queries to Itron/Ontec: 044 873 5474 (08:00 to 16:00)

Black bags not collected

Phone: 044 802 2900 weekdays from 07:45 to 16:30
Extra black bags are available at 82 Meade Street

Blue and green bags not collected

Contact person: Douw Bezuidenhout
Contact number office: 064 905 8180 (also WhatsApp)
Complaints number: 072 592 6212
General contact email address: admin@henquewaste.co.za
Complaints contact email address: douw@henquewaste.co.za
Factory address: 27 Rand St, George Industria, George, 6536
Website: www.henquewaste.co.za

Go George smart card kiosks, 7 days a week

George Transport Hub in Cradock Street: 05:00 to 20:00
Garden Route Mall: 05:00 to 20:00
Blanco triangle: 05:00 to 20:00
Thembalethu: 06:00 to 18:00

Go George info kiosk at Transport Hub:

Mon to Fri 08:00 to 17:00 and Sat 08:00 to 13:00
Call Centre: 0800 044 044 | 7 days a week, 05:00 to 20:00
Customer Care email: info@gogeorge.org.za

Walk-in area offices

Area offices are open to the public on weekdays 07:45 to 16:30.

Services include reporting essential services faults such as water and electricity problems, all other municipal complaints, account enquiries, indigent applications, housing waiting list enquiries, property valuation roll queries and general inquiries.

Blanco: 044 803 9275
Conville: 044 803 9261
Pacaltsdorp: 044 803 9286
Protea Park: 044 801 9111 ask for extension 2796
New Dawn Park: 044 801 9111 ask for extension 2797
Rosemoor: 044 801 9379
Touwsranten/Wilderness/Kleinkrantz: 044 803 9280
Thembalethu: 044 801 9448

Online reporting
You can log complaints and get municipal news updates on the George Municipality Mobile Application.

This link will take you to the place where you can download the George Municipality Application (App) on your phone or computer (as long as it can connect to the internet). www.smartcity.city

Log a fault with the department indicated.

Step two: give the details

Your name and surname
Contact number (preferably a cellphone number so you can get SMS feedback)
The address where the service is needed
If you are not going to be home, the name and number of the person who will be home

Step three: get details

Get the name of the person to whom the complaint was reported and write it down.
Get a reference number: if you have given a cellphone number, you should receive SMS confirmation as soon as it is logged onto the online system. If you gave a landline number, the department must phone you back to give you the online reference number. Please note, action on a matter may be taken before you receive the reference number, especially in cases of emergencies.
Ask the person to whom you are making the report to give you an estimated time (in minutes, hours, days or weeks) of when you can expect the matter to be attended to. Some services are handled according to a pre-set schedule to save resources and may only be attended to when it is your neighborhood’s turn for servicing.
Make a note of the date and time you made the report.

Step four: follow up or get feedback

Your report is logged on an online system, which generates a reference number – this is the number you must get from the relevant department.
Each type of report is linked to a time frame in which it should be solved, which is ranked according to a pre-determined urgency ranking. For instance, a burst main water pipe is considered more urgent than a leaking tap.
Once the report has been dealt with, if you provided a cellphone number with the complaint, the online system would send you an SMS to confirm that it has been resolved.

If you reported on the George Municipality Mobile App, your feedback will be via the app.

If your report has not been resolved within the time frames given to you, please phone the relevant department to follow up – give the reference number or name of the person you spoke to.

If something that was fixed gives trouble again, please log a new report and do not use an old reference number.

Please note, the George Municipality Facebook and Twitter pages are not official complaints platforms and are not linked to the municipality’s online complaints management system or a customer services department. There is no guarantee it would be logged onto the system if the correct procedures were not followed.

Links to our social media sites

‘We bring you the latest Garden Route, Hessequa, Karoo news’