Gauteng residents are urged to come forward with any complaints they may have regarding the 10111 emergency call centre, in Midrand.
Gauteng police yesterday said they are appealing to community members, who have experienced any problems, or have any complaints and dissatisfactions when dealing with the SA Police Service (SAPS) 10111 centre in the past six months, to come forward.
“This includes problems such as dealing with the call takers at the centre, or not receiving feedback on time.”
Disciplinary measures
SAPS provincial management has taken a decision to look into the matter in order to improve the centre's performance and ensure speedy reaction towards the needs of communities, said the police service.
Those with queries or complaints can contact (082) 778 0402 or e-mail gautcomplaints@saps.gov.za. SAPS emphasises that the cellular number is not toll-free and will not be replacing the usual 10111 police emergency number.
It adds that complaints received from community members will be dealt with and responded to within a reasonable timeframe and will be treated with utmost confidentiality. If needs be, disciplinary measures will be instituted against any member found responsible for any wrongdoing.
“Gauteng police are appealing to communities to work hand-in-hand with them in the fight against crime. Police in the province are accessible to communities through various mediums, which include 10111 and sector policing, where contact numbers are displayed on the sides of the sector vehicles - this approach has been in operation since 2010.”
SAPS says there is also the Crime Stop number, 08600 10111, and the Crime Line SMS number, 32211.
Budget overspent
Emergency Medical Services had called for the implementation of a centralised emergency number (112), because responses from the 10111 centres were delayed and not always reliable.
In response to a Democratic Alliance parliamentary question in 2009, the minister of police revealed the nationwide average response time to calls made to these centres is 42 minutes.
Call centre response was acknowledged as being so poor that the ministry of police took to handing out cellphone numbers of police officials last year.
Officers were asked by then national police commissioner Bheki Cele to give out their cellphone numbers, and the department is in the process of printing out a national directory so all citizens will have access to the numbers of generals and other officials.
Millions of rands went into the 10111 emergency centres. These centres overspent their budgets, according to police minister Nathi Mthethwa. In the 2008/09 financial year, the centres spent R34 million, having been allocated only R29 million.
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