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The City of Johannesburg calls on municipal account holders to update their contact details to receive accurate information relating to their properties and municipal services.

Kgamanyane Maphologela, Director of Customer Communications for the City’s Group Finance Department, says more residents who own properties and have municipal accounts with the City are not updating their recent contact details with the City.

“New and old residents who hold municipal accounts are not reachable as many of them do not update their contact details. This has led to the City struggling to reach these residents with essential information relating to their properties and municipal services,” says Maphologela.

Maphologela says the City has launched an email initiative called “verification@joburg.org.za” to get municipal account holders to verify and update their contact details. He says the City will be sending out emails from this address urging residents to update their contact details.

Maphologela says the challenge posed by residents with outdated contact information was huge, as it impacts on the City’s turnaround time to respond to queries or service delivery requests and has an impact on sending of statements, etc.

Last year between July to end of November 2023, the City ran a mini survey where customer relations agents confirmed account holders’ contact details. An astounding 57% of all account holders that the agents interacted with during this period did not have their contact details with the City at all. Only 43% of those surveyed had listed only their email addresses as contact details with the City.

Maphologela says it is crucial for the City to have accurate account holders’ contact details, for prompt responses to addresses and resolve their municipal services queries, communicate important updates, policy changes, and service announcements in a timely manner and furthermore ensuring high level of service satisfaction.

Maphologela encourages account holders to update their contact details via the email address: verification@joburg.org.za, via the Call Centre (0860 562 874) or any of the City’s walk-in Customer Service Centres.

Issued by the City of Johannesburg