Question NW1154 to the Minister of Human Settlements, Water and Sanitation

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31 May 2021 - NW1154

Profile picture: Powell, Ms EL

Powell, Ms EL to ask the Minister of Human Settlements, Water and Sanitation

(1)What total number of fidelity fund certificates were issued by the Estate Agency Affairs Board in each month in the period 1 January 2020 and 31 December 2020; (2) what total number of incoming calls were (a) picked up by the automated welcome voice message, (b) answered by staff members and (c) disconnected without being answered at each specified office of the Estate Agency Affairs Board nationwide in each month in the period 01 January 2020 to 31 December 2020?

Reply:

(1) The total number of fidelity fund certificates issued by the Estate Agency Affairs Board (EAAB) in each month in the period 01 January 2020 to 31 December 2020 is as follows:

Month

Number

January

4 431

February

2 298

March

1 234

April

2 027

May

1 613

June

1 259

July

1 048

August

1 352

September

1 942

October

9 573

November

15 429

December

6 819

Grand Total

49 025

(2)(a)&(b) The total number of incoming calls picked up by the automated welcome voice message and those answered by staff members are as follows:

 

Period

2(a) Number of calls picked up by the automated welcome voice message

2(b) Number of calls answered by staff members

January 2020

19 984

11 684

February 2020

19 306

10 922

March 2020

0

0

April 2020

0

0

May 2020

3 806

3 526

June 2020

13 759

12 643

July 2020

17 425

15 592

August 2020

15 859

14 218

September 2020

19 681

16 319

October 2020

23 393

18 412

November 2020

19 750

14 706

December 2020

13 097

9 780

Total

166 060

127 802

(c) It should be noted that on 13 March 2020, the staff of the EAAB and officials from the call centre had to evacuate their respective buildings after personnel members had contracted the COVID-19, which resulted in the suspension of services. The call centre was supposed resume its operations in May 2020, however this coincided with arrangements made to relocate offices from Sandton to Randburg. This explains the zeros for March and April 2020.

The EAAB also makes use of a general email address, namely eab@eaab.org.za and its online query management system for stakeholders to send their complaints and enquiries.

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