WHISTLEBLOWING

HOTLINE

uMngeni-uThukela Water uses its external whistle-blowing hotline service managed by an external service provider as a means of fraud detection and as a means of encouraging an ethical culture. This 24-hour – 365-day facility provides an anonymous and confidential communication channel for all stakeholders (employees, management, suppliers, and customers) to report suspicions of fraud or otherwise unethical conduct without fear of discrimination.

All hotline calls are investigated and appropriately followed through using a hotline protocol which ensures that all calls received are dealt with in a transparent and consistent manner. Trends and information of the hotline calls are further used to improve internal controls. uMngeni-uThukela Water endeavours to create and maintain awareness of this facility and ensures that the phone number is adequately advertised by means of posters, intranet, staff information and induction sessions, supplier forums as well as and other means deemed effective and appropriate.

How to make use of Whistleblowers?

Seven ways to make a report to the ethics hotline call and be heard.

  1. Dial the unique 0800 FreeCall telephone number below.
  2. Make use of the generic FreePost address and
  3. Make use of the FreeCall facsimile facility.
  4. Click on the secure reporting link on the Whistle Blowers’ website or the link provided below, to safely report fraud and/or corruption and view the organisation’s code of ethical conduct, as well as policies and procedures.
  5. SMS on 33490
  6. Send an email.
  7. Download the whistleblower app – on Google Play or Apple App Store. (see below for how to download)

BEFORE MAKING THAT VITAL HOTLINE CALL:

Please collect your thoughts and structure your information. The operator will take the details of your call down and prepare a report for uMngeni-uThukela Water who will take appropriate action. Sometimes, however, there is too little information to act on and vital clues are lost. Investigations cost time and effort so the more information provided the easier it is to curb corruption and fraud.

  • Please provide as much relevant information as possible:
  • What is the physical address where the irregularity occurred?
  • Provide a description of the irregularity you have observed!
  • Name(s) of people involved.
  • Date and time of incidents?
  • Do you have any proof? (Documents, invoices, bank statements, purchase orders, etc.)
  • Was there any exchange of money, gifts, or entertainment?
  • Are there any witnesses?

WHAT HAPPENS ONCE A CALL IS MADE TO THE SERVICE PROVIDER?

  • An experienced operator will respond to calls in the 11 official South African languages at a secure contact centre equipped with state-of-the-art equipment – 24 hours a day, 365 days a year.
  • Information agents probe for organisation specific facts such as dates, times, locations, people, amounts involved and any witnesses.
  • Trained report analysts will analyse and assess reports for urgency and importance.
  • Written reports are forwarded to the organisation accordingly to an approved protocol.
  • The operator will assign you a reference number. If you wish to have specific feedback on action taken, please phone the hotline again, quote your number and ask for available feedback.

Whistle Blowers App

A whistle blowers app-based reporting channel, is available.

A 24-hour, live answering facility staffed by specialist information agents remains the gold standard when it comes to eliciting comprehensive and actionable information from a whistleblower.

However, it is important to offer you a full suite of reporting methods to meet the diverse circumstances and preferences of potential whistleblowers.

The web-based form was the first digital reporting channel that was introduced, although the popularity of this method remains surpassed by phone calls and messaging facilities.

Now that smartphone users have increased in number and have become accustomed to undertaking confidential transactions via apps, the app-based whistleblower facility is seen as an essential feature of a multi-channel reporting suite. Those reluctant to make a live report but who previously feared being traced via their browser history will feel more at ease using the app.

Accordingly, great care in the development of the Whistle Blowers app was taken to ensure that it is not only easy to use but designed to elicit quality information. The existing web form facility was simultaneously updated and enhanced to ensure that there is a consistent format to your reports regardless of whether they have come via the app or web form.

The Whistle Blowers app is now available for download for both Android and IOS platforms. Whilst input can be made in any of the 16 languages we offer, the default language of the app is English, with the option to change to Afrikaans, Arabic, French, isiZulu or Portuguese.

Please find attached a guide to using the reporting app that can be used for communication to your employees and other stakeholders. We have a short and fun ‘How To’ video on our website which can also be referred to in your communication which you will be able to view here.

Whistleblowing Contact Details:

Toll-Free Number: 0800 864 463
Free Fax: 0800 212 689
SMS: 33490
Free Post: FREEPOST KZN665, MUSGRAVE, 4062
Email Address: umgeniwater@whistleblowing.co.za
Website: www.whistleblowing.co.za

SUBMIT YOUR REPORT


Click here to submit your report

PLEASE NOTE

uMngeni-uThukela Water provide bulk water to the municipality and do not deal with illegal connections- that is the judication of the municipality.

Please Report any illegal water connections, servitude encroachments (building on water pipelines), illegal discharge of sewage and illegal sand mining you observe directly to your local municipality.