uMsunduzi Municipality works on fixing its 'dysfunctional' call centre

Spokesperson Thobeka Mafumbatha says they've been inundated with complaints from both ratepayers and staff. 

She's acknowledged the centre is running on a heavily outdated system and relies on lines that aren't working. 

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"One of the complaints from customers is that being that when they call the call centre, sometimes calls are not being answered or being dropped. One of the problems is, we don't have the call waiting." 

"So that one of the things we want to introduce and improve on our recording mechanisms because we find a situation where customers complain an agent is rude," she added.