Fury at council telephone system

Taxpayers in Cannock Chase are struggling to contact the district council because of its failing telephone system - it has been claimed.

Now a committee is to investigate the problems, which have left people waiting for 15 or 20 minutes to have their call answered.

Chief executive Stephen Brown insists that the situation was not good enough and there needed to be radical action.

Calls had increased because of the recession, he claimed.

The Macfarlane ACD system was installed in November 2007 and was meant to be a single point of contact for callers.

But delays in answering have led to the council adding a switchboard facility to increase the speed and flow of calls.

People dialling the main 01543 462 621 number are now given a choice of options so they can be transferred.

Labour opposition leader Councillor Doug Thomas said: "Over the last year our members have been complaining about inability to contact the council.

"People are sitting listening to council adverts for as long as 15 or 20 minutes. They ring all day and are unable to get through – and they have to pay for calls."

Mr Brown recalled the first contact with the council by the public was critical.

He said: "On Monday at 9am there were 47 calls waiting to be dealt with. We have had a huge increase in the number of benefits calls."