Council Operating on New Phone System

Customers calling council service centres may have noticed a change to the way their calls are being answered or may have experienced a reduced waiting time on the other end of the phone due to a newly introduced telephone system. Incoming calls now go into a ‘queue’ meaning that the caller will be attended to by the first available customer services representative throughout the council’s service centres.

“As an example a Pahiatua caller who dials their service centre may instead have their customer service needs answered from Woodville,” customer services manager Abby Hemopo explains.
But she said that while staff are trained to deal with requests and situations on a district wide basis, a caller who wished to connect to their local service centre would be transferred immediately.

On Thursday 17 September the phone system network was not fully operational and Council apologises for any inconvenience this may have caused.