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Events
December 2016
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Our standards

 

Enquiries

Written (also by e-mail)

  • Acknowledgement of receipt within five (5) working days, or immediately after capture by an SMS system;
  • Answered within ten (10) working days, or feedback is provided if not settled, or immediately after capture by an SMS system.

Telephonic

  • Answered within ten (10) working days, or feedback is provided if not settled, or immediately after capture by an SMS system.

Personal

  • Answered within ten (10) working days, or feedback is provided if not settled.

Accounts

Enquiries

  • Feedback is provided within ten (10) working days;
  • Adjustments are made before the next account is levied.

Distribution of accounts

  • Monthly before the tenth (10th) day of each month.

Electricity supply

It is attempted to deploy at least one qualified electrician on a permanent basis at each of the three service depots, namely Malmesbury, Moorreesburg and Darling/Yzerfontein to deal with electricity supply problems.

Repair of unforeseen power outages (electrical faults, malfunctioning equipment, etc.):

  • 30% of incidents within 1,5 hours
  • 60% of incidents within 3,5 hours
  • 90% of incidents within 7,5 hours
  • 100% of incidents within 24 hours

Scheduled power outages (for upgrading, maintenance):

A maximum of two (2) per year, limited to a total of eight (8) hours per year.

Swartland Municipality endeavours to give at least 48 hours notice of scheduled power outages by means of notice boards, notices in post boxes or notices issued with service accounts, with a 95% success rate.

Swartland Municipality, however, has no control over Eskom’s scheduled or unforeseen power outages.

Applications for electrical connections, upgradings, changes and new developments can be handed in during office hours at the Malmesbury office. We aim to deal with these applications as follows:

  • Quotations for standard applications – on application;
  • Quotations for non-standard applications – within ten (10) working days;
  • Provision of standard connections – within ten (10) working days after payment if the structure is ready;
  • Provision of non-standard connection – negotiable subject to delivery times of equipment.

Street and other lighting

Complaints regarding faulty street lighting, area, building and sports field lighting will be dealt with as follows:

  • 95% of cases within five (5) working days;
  • 100% of cases within ten (10) working days;
  • Complaints regarding street lighting will only be dealt with after hours when larger areas are affected.

Complaints regarding existing street lighting in towns where Eskom is the electricity supply authority must preferably be reported directly to Eskom. Applications for new street lights can be handed in at Swartland Municipality. New street lights can be installed according to a schedule subject to available funds and Eskom’s approval.

Streets

Grading of gravel streets

  • Done according to a scheduled programme.

Repair of potholes

  • Done according to a scheduled programme.

Storm water

Floods (emergencies)

  • Reaction within three (3) hours after incident has been reported.

Water supply

Repair of network

  • Reaction within three (3) hours after incident has been reported.

Installation of new household water connections

  • Within ten (10) working days after receipt of payment.

Provision of sewage services

Clearing obstruction

  • Reaction within three (3) hours after incident has been reported.

Installation of new household sewer connections

  • Within ten (10) working days after payment.

Draining of conservancy tanks

  • Within 24 hours after request has been received.

Sports fields / swimming pools

Mowing of grass and marking of sports fields

  • Done according to prescheduled match programmes.

Maintenance of swimming pools

  • Public has access between October and April.

Public parks and public open spaces

Mowing of lawns and pruning of shrubs and trees

  • Done according to a prescheduled programme.

Cleaning services

Collection of residential, garden and business refuse

  • Done on a weekly basis according to a scheduled programme based on residential areas:
  • Residential areas swept on a monthly basis;
  • Central business district swept on a daily basis in bigger towns and on a weekly basis in smaller towns.

Fire fighting / emergency services

Fire fighting

  • Reaction time 15-20 minutes (in town areas) after receipt of a call or immediately after capture by an SMS system.

Other emergencies

  • Receive immediate attention and feedback when attended to, or immediately after capture by an SMS system.

Building plans / land use

Handling of building plans

  • Acknowledgement of receipt within 48 hours, or immediately after capture by an SMS system;
  • Finalised after thirty (30) calendar days or feedback is provided if not finalised.

Applications for land use

  • Acknowledgement of receipt within 48 hours, or immediately after capture by an SMS system;

Handling of motor registrations and licences

15 – 20 minutes per case.

Impressed? Outraged? Tell us on 022 487 9448.

Click here to read the full Client Service Charter.