To affirm our commitment to providing unsurpassed service delivery within the Bergrivier Municipality region, we developed a Client Services Charter in collaboration with our various stakeholders.
The big deal? We wanted to do more than just pay lip service to you, our clients. We thus decided to put our promises on paper and furthermore establish a set of delivery standards.
Please read through these delivery standards. They hold us accountable for maintaining our side of the bargain. Should you feel that we are not living up to our promise, contact the Ombudsman on 022 913 6000 or e-mail us directly on bergmun@telkomsa.net.
Telephone calls
- Answered within five ringtones.
Enquiries
Written (also by e-mail)
- Acknowledgement of receipt within six (6) working days;
- Answered within fourteen (14) working days, or feedback is provided if not finalised.
Telephonic
- Answered within ten (10) working days, or feedback is provided if not finalised.
Personal
- Finalised within ten (10) working days.
Accounts
Enquiries
- Feedback is given within two (2) working days;
- Adjustments are made before the following account is rendered.
Distribution of accounts
- Monthly before the tenth day of each month.
Municipal property tax
- Debited against the accounts on a monthly basis;
- Ratepayers can submit a written request to pay the levy on an annual basis;
- Rebates, as determined by the Tax Rates and if the applicant is eligible, can be approved.
Supply Chain Management
- The relevant policy is implemented in terms of legislation and the Council’s policy in this regard.
Electricity / electricity services
Connection
- Executed within three (3) working days after receipt of the completed application form.
Replacement of meters
- Executed within three (3) working days after the incident.
Power outage
- Repaired within one (1) working day.
Resumption of service
- Within one (1) working day after payment.
Water
Connection
- Executed within five (5) working days after receipt of the completed application form.
Replacement of meters
- Executed within three (3) working days after the incident;
- Bulk meters are replaced within four (4) working days after receipt of completed application form.
Resumption of service
- Within one (1) working day after payment.
Broken pipes
- Repaired within one (1) working day after the incident;
- Repair main line broken pipes within two (2) days after the incident.
Storm damage of water source
- Repaired within four (4) working days after the incident.
Sewerage
Connection
- Executed within five (5) working days after receipt of the completed application form.
Collection
- Executed within one (1) working day after receipt of the request.
Obstruction and damage
- Repaired within one (1) day after the incident.
Refuse
Domestic
- Two (2) bags are collected every week.
Businesses
- Bags are collected twice per week on request.
Garden refuse
- Collected by appointment.
Street bins
- Cleaned on a weekly basis.
Illegal dumping
- Removed one (1) day per week.
Roads
Potholes
- Repaired within three (3) working days after they have been reported in favourable weather conditions.
Re-gravelling
- Executed annually between January and April.
Tarring and resealing
- Executed annually between February and April.
Weeding
- Sidewalks are weeded from September to December and from February to April.
Spraying of insecticide
- Executed annually in March, May and October.
Street sweeping
- Swept once a month;
- Bus routes are swept once every two weeks;
- Central business areas are swept once a week.
Storm water
Flooding and obstruction
- Repaired within one (1) working day after incident.
Cemetery
New grave
- Prepared within two (2) working days after receipt of completed application form.
New niche
- Completed within one (1) working day after receipt of completed application form.
Maintenance
- Litter is picked up every day and the soil is weeded.
Sports grounds
Preparation
- Submit request at least three (3) working days before event.
Maintenance
- Litter is picked up every day, the cloak rooms are cleaned and the necessary repairs are done.
Swimming pools – open from September to March
Maintenance
- The water quality is monitored every day and the pool is cleaned daily.
Parks / gardens
Maintenance
- Trees are pruned twice a year;
- Every park is serviced at least once a month.
Recreational equipment
- Is painted once a year;
- Broken equipment is repaired within two (2) weeks;
- Equipment is immediately removed if dangerous.
Fire fighting / emergency services
Fire fighting
- Reaction time within 15-20 minutes after receipt of call.
Other emergencies
- Receive immediate attention and feedback.
Land use
Applications
- Acknowledgement of receipt given within seven (7) working days, or outstanding information is requested;
- Finalised within three (3) months or feedback is given if not finalised.
Removal of restrictions
- Acknowledgement of receipt given within seven (7) working days, or outstanding information is requested;
- Advertising: 1.5 months (receipt of advertisement from Province: 2-3 months);
- Province finalises application: between 6 and 24 months (beyond our control).
Enquiries about planning control
- Feedback within two (2) working days.
Sale or lease of land
Enquiries
- Telephonic: immediate feedback;
- In writing and by fax: acknowledgement of receipt and feedback within seven (7) working days.
Sales
- Finalised within three (3) months (from receipt of request till tender);
- Registration by attorneys.
Building plans
Handling of building plans
- Acknowledgement of receipt within 48 hours;
- Completed within thirty (30) working days or feedback is given if not completed.
Housing applications
- Acknowledgement of receipt within 48 hours;
- Annual door-to-door needs survey.
Handling of motor registrations and licences
- Thirty (30) minutes per case after completion of forms.
Hawker applications
- Finalised one (1) month after application.
Job applications
- According to advertisements;
- Temporary work: according to advertisements, or hand in details at offices.
Remember that for us to uphold our promise to you, our ratepayers also have the responsibility to provide the correct information; understand there are various priorities requiring attention; be reasonable, and trust that we have your interests at heart.
Download the full Client Services Charter that includes the complete list of delivery standards and valuable contact information.