No peace and quite for granny

ADSL South Africa (Broadband South Africa), 29 April 2007

SA granny of close to a 100 years old, Leila (97), is not enjoying much peace and quiet after she moved into a home for the aged 8 months ago. A telephone directory error has made her life a living hell.
 
The phone number of the National Housing Director-General’s offices in Cape Town ‘…is listed incorrectly as hers.’ She commented that she ‘…fields about 10 calls a day for the national housing director-general's offices in Cape Town’ (Directory error puts granny in hot seat, Hartley, 27 April 2007).
 
In other words, Leila is receiving about 10 calls a day in error.
 
What seems to be the problem, it’s only 10 calls a day?
 
Well, we hope nobody is stupid enough to ask that question…
 
‘Although most callers accept they have dialled the wrong number, for Leila the inconvenience of the interruptions is aggravated because she moves slowly and her hearing is not good’ (Directory error puts granny in hot seat, Hartley, 27 April 2007).
 
In other words, imagine you’re retired and your hearing and physical abilities are not what it used to be, would you like to receive phone calls in error, even if most of the callers are understanding?
 
We’re sure most young and healthy people would complain about receiving one call in error a day… that makes Leila a very brave lady to say the least and she seems to be very polite about the whole affair: “It is most annoying, but what can I do? I can't not answer the phone. It would be very nice if the department could make the effort and (tell Telkom) the correct number” (Directory error puts granny in hot seat, Hartley, 27 April 2007).
 
Have anyone tried to correct the error?
 
Yes but without much success.
 
"It is terrible. My sons have tried to have Telkom change the number, but it says nothing can be done until the new directory comes out” (Directory error puts granny in hot seat, Hartley, 27 April 2007).
 
In other words, people will still be phoning Leila in error because changes in the printed directory won’t reflect immediately.
 
According to Telkom Call Centre Operator, Laurian Kollapen: “We rely on clients to let us know when a number changes. This can be done quickly on the system, but in the printed directory only when the (next) book is printed. On our system (Leila's) number is the housing department's. The department must fax us a letter to say its number has changed” (Directory error puts granny in hot seat, Hartley, 27 April 2007).
 
In other words, the Housing Department or the Government department responsible for information updates was supposed to let Telkom know when the number changed.
 
“We will fax them a letter. Normally the government communications department is tasked to update information” (Directory error puts granny in hot seat, Hartley, 27 April 2007). This is according to Dina Mooketsi, Executive Assistant Director in the Housing Department’s office.
 
In other words, the Housing Department promised to send Telkom a fax but blamed the Department of Communications for the error.
 
What can I do to help Leila?
 
You can help her by phoning the correct number when you phone the National Housing Director-General in Cape Town.
 
The correct number is 021 466 7600.
 
What can Telkom and the Housing Department do to help Leila?
 
Well, you can send her a bunch of flowers and make sure this never happens again. 
 
ADSL South Africa (Broadband South Africa) hopes Leila will be afforded a peaceful and quiet life sooner rather than later.