‘Broken telephone’ at Western Cape 10111 – DA

Jenna Etheridge, News24

Cape Town – Western Cape citizens are being asked to share their 10111 police call centre experiences after a recent oversight visit raised concerns.

The province’s standing committee on community safety visited the call centre in Cape Town last month.

It found a scanner that is supposed to track the number of calls to the centre had been broken since 2013, according to DA provincial community safety spokesperson Mireille Wenger on Tuesday.

She said the scanner was important because it monitored how many callers did not get through to an agent or who chose to hang up.

“It is important to monitor so the police can try to improve call response times.”

She said it was “extremely important” that the emergency service ran properly. The provincial call centre received almost a third of all 10111 emergency calls.

The public had a month to share both good and bad call centre experiences.

Wenger would then submit a report with the feedback to the provincial and national police commissioners.

Wenger, who is also the standing committee chairperson, said she was engaging in the initiative in her capacity as a DA spokesperson.

She raised concern that an upgrade to the call centre, apparently promised two years ago, had yet to materialise.

“The Western Cape call centre is nearly two decades old and in desperate need of an upgrade.”

The public can report their experiences by emailing WCape10111@gmail.com or by using the #WC10111 hashtag on Twitter.

SA Police Service spokesperson Brigadier Vishnu Naidoo had yet to respond to a media enquiry on the scanner or call centre upgrade on Tuesday.