George Municipality: Focus on Fault reporting

GEORGE NEWS - Contact numbers and e-mail addresses per directorate:

• Switchboard: 044 801 9111

• All after-hours George Municipality emergencies: 044 801 6300

• Garden Route District Municipality Disaster Management emergencies: 044 805 5071 (all hours)

• Report fraud: 0860 044 044 / fraud@george.gov.za

• General public e-mail for all matters: gmun@george.gov.za

How do I 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

New WhatsApp Number 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 07:45m to 16:30.

To receive more black bags, ask at 82 Meade Street.

Blue and green bags not collected

Phone: LGE Waste, 044 630 0279 or e-mail lgewaste@gmail.com

10 Extension Road, Pacaltsdorp Industrial Area

Can’t phone?

Report in person at area offices in Pacaltsdorp, Thembalethu (Thusong Centre), Rosemoor, Blanco, Conville, Touwsranten and Uniondale. In cases of water and sewerage leaks or power cuts, if you have not received response within 24 hours from time logged at the centres, it is recommended that you phone the above-mentioned numbers to confirm that the report reached the correct department.

Report online

Download the George Municipality App from your app store and use your cellphone number as the password the first time you log in. You can change the password after you have registered. Log a Fault (the flag icon at the bottom of the app) with the department indicated.

Please note, the George Municipality Facebook page is not an official complaints platform and is not linked to the municipality’s online complaints management system or a customer services department. There is no guarantee that complaints will be logged onto the system if the correct procedures were not followed.

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

Write down the name of the person to whom the complaint was reported.
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 neighbourhood’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 frame 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.

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