1. Speedy
service
delivery amid
strike
Customer Call Centre: 0860 562 874
Johannesburg Roads Agency
hotline@jra.org.za
www.jra.org.za
@MyJra
On 5 March 2015 the JRA fixed a pothole within 10 hours of receiving a complaint on Twitter.
The tweet came from a concerned customer who said the pothole could “cause a huge accident,
especially when full of water”. The pothole was on Corner Main Street and Dover Street in Randburg.
It was under the responsibility of Region B, Strydom Park Depot, who made sure the service request
was treated with urgency.
Upon seeing the tweet, our social media community manager who was on duty attended to it.
“Thank you for notifying us. We’ve escalated the matter. Your ref number is #3352268. Regards,”
replied the community manager, and assured the customer that the JRA“understands the seriousness
of the matter and will attend to it”.
After a few hours of logging a call, the customer posted a message of gratitude and compliments for
the work speedily done.
“Thank you @MyJRA. Pothole fixed. Looks good. Well done. Prompt service.”
Our Customer Charter binds us to attend to potholes within 3 days from the day they were reported.
We would like to congratulate our dedicated teams for attending to queries on time, amid the
challenging times.
Social media is one of the channels the JRA uses to communicate with communities; respond to
queries, post content that promotes the good work of the organisation and also monitor trends
related to our core function. Our social media team works from 6am to 6pm, representing the JRA
brand online.
The Twitter handle is @MyJRA.
The Facebook page username is Johannesburg Roads Agency.