Question NW1216 to the Minister of Human Settlements, Water and Sanitation
03 June 2021 - NW1216
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 [email protected] 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.