Question NW1216 to the Minister of Human Settlements, Water and Sanitation

Share this page:

03 June 2021 - NW1216

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 between 1 January 2020 and 31 December 2020 in each month; (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 of the Estate Agency Affairs Board offices nationwide between 01 January 2020 to 31 December 2020 in each (i) location and (ii) month; (3) what is the (a) status and (b) outcome of the investigation she instituted with regard to her Parliamentary Question Reply 1213 on 24 December 2019?

Reply:

(1) The information requested was provided in my reply to question 1154 attached.

(2) The details requested by the Honourable Member are as follows

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

2(a)(i) Location

2(a)(ii) Month

2(b) Number of calls answered by staff members

2(b)(i) Location

2(b)(ii) Month

19 984

Sandton

January 2020

11 684

Sandton

January 2020

19 306

Sandton

February 2020

10 922

Sandton

February 2020

0

Sandton

March 2020

0

Sandton

March 2020

0

Sandton

April 2020

0

Sandton

April 2020

3 806

Randburg

May 2020

3 526

Randburg

May 2020

13 759

Randburg

June 2020

12 643

Randburg

June 2020

17 425

Randburg

July 2020

15 592

Randburg

July 2020

15 859

Randburg

August 2020

14 218

Randburg

August 2020

19 681

Randburg

September 2020

16 319

Randburg

September 2020

23 393

Randburg

October 2020

18 412

Randburg

October 2020

19 750

Randburg

November 2020

14 706

Randburg

November 2020

13 097

Randburg

December 2020

9 780

Randburg

December 2020

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.

(3) The Board has advised that its investigation into the matter is not yet complete.

Source file