The 10111 is a 24-hour crime reporting call centre that deals with complaints from the public. 

The union says the staff shortage was caused by an ill-advised agreement signed in 2019 by the SAPS and so-called recognised unions, which banned employees with tattoos and previous transgressions from being employed as call centre operators. 

According to statistics released by Police Minister Bheki Cele in response to questions from the DA’s spokesperson on police, Andrew Whitfield, as many as seven million calls to the 10111-call centre were dropped over the past three years across the country. 

It was also revealed that only 4 061 people were employed to manage the line nationally during the period, compared to an ideal complement of 10 032 people.

'Members are overwhelmed, they are tired"

Nkuna says a proper turnaround plan for Ipusa's 10111 members is needed. 

"It is not a matter of training, members are going through comprehensive training beforehand," he told eNCA. "Members are overwhelmed, they are tired.

"In Gauteng, for example, with over 11 million residents but only about nine to twelve call centre staff who can take an average of about 12 000 calls per day, or four staff taking an average of about 2 000 calls. It is not a matter of skills, it's a matter of members being tired. 

"We cannot have members who have served the SAPS for over a decade and more being ranked at the level of constable and members being left out because of tattoos and previous transgressions."

Nkuna added that the solution to this matter was to properly grade employees in terms of salary according to their years of service and fill up posts according to the fixed establishment of the various 10111 call centres nationally.

eNCA