all Vo l u m e 11 : A U G U S T 2 0 0 8

ABOARD
BOMBELA INTERNAL UPDATE

Editorial trees on the project, and we have colleagues like

IN THIS EDITION
Editorial
Gautrain Ready to Bear the Pride
of the South African Nation
Key Features of the Gautrain
Electrostar Units
SPG Shows Progress
Centurion Site Reaches “One
Million Lost Time Injury (LTI) Free
Man-hours”
As we celebrated Women’s Month in August, it
was overwhelming to note the involvement of
women on the Gautrain project. They may still be
in the minority, but there is no doubt of the level of
contribution by our confident and bright colleagues.
With 23 months into construction, the visibility of
Gautrain works is creating significant interest across
the Gauteng Province, in South Africa and globally.
In July, the first Gautrain railcars were launched in
1
Derby, United Kingdom, attended by most of our
high level stakeholders. It was an emotional day
1 for those who have worked intimately on the project
since its inception.
3
In this issue of All Aboard CJV goes green as we
move towards Arbour Day - they have shared with
4
us their plans on relocation and replacement of
5
Frans Andrews who are protective of even snakes
and other small animals, willing to assist should
we need his animal and creature rescuing expertise.
Our partners from SPG are proud of their
achievements thus far and share some of these,
which include their overall strategy, growth of their
team and the various areas of the project that they
are adding value e.g. Shingzele Protective Wear.
In a month’s time the project will be hitting the two
year mark and it's a reminder for us to look back
at what we have achieved, what still lies ahead,
and most importantly how we work together to
deliver on the golden project - Gautrain.
Enjoy the read.
Chantal

Recent Additions to the SPG Team 5

Bombela CJVs protection of Trees 6

All Creatures GREAT and

small………. 6

Kasturie Pillay - Behind The 2008

R2 Gold Coin 7

Kedibone Metsing: Reaching New

Heights from Flag Lady to
Document Controller
Gautrain Women on the Move
Construction of Gautrain Viaduct
over Pretoria Road, Albertina
Sisulu Highway, and the R24
Progress in the Midrand Area
Complaints Handling on Gautrain
Gautrain Ready to Bear the Pride of the
South African Nation
7
The first Gautrain four-car train set was proudly The Gautrain rolling stock of 96 rail cars is based
8
handed over to Gauteng Premier Mbhazima Shilowa on the renowned Bombardier Electrostar series,
in July 2008. The handover event was held at known for it’s state-of-the-art technology and reliable,
Bombardier's assembly plant in Derby, UK and was high performance standards. The lightweight
9 attended by members of the Gautrain Political aluminium car bodies - a first for South Africa - also
Committee, senior executives from the Provincial offer increased energy efficiency and reduced
9
Support Team, Bombela partners Bombardier and maintenance requirements.
10 Strategic Partners Group (SPG) as well as
representatives from RATP Developpément. Continued on page 2

1
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
 B O M B E L A I N M O T I O N

The first Gautrain Rail Car was launched in July 2008 in Derbyshire, UK

Continued from page 1

The first 15 rail cars, and the body shells for the processes, tooling and training. It is anticipated will also enable The UCW Partnership to carry out
complete fleet, will be manufactured at Bombardier that over 85 additional jobs will be created at The repairs and heavy overhauls on the Gautrain fleet,
Transportation's facility in Derby. The body shells UCW Partnership to fulfill the Gautrain project. should this be required.
and some of the major components for the
remaining 81 rail cars will be shipped to The UCW Successful production of the Gautrain train sets at Testing compability of the trains will also be
Partnership in Nigel, Gauteng for final assembly. The UCW Partnership could lead to further transferred from the UK to South Africa. Gautrain
opportunities that may arise for The UCW cars will be tested individually to ensure all systems
Teams from The UCW Partnership who have been Partnership to compete for future Gautrain derivative are operating satisfactorily.
trained in the assembly of the Gautrain rail cars, vehicles elsewhere in the world. The facility upgrade
at Bombardier's facility in the UK constitute the
core of the local assembly teams. A core feature
of the Electrostar rail cars is their suitability for local
assembly, which is made possible through the use
of bolted aluminium construction methodology. In
turn, this delivers on Gautrain's socio-economic
objectives of skills transfer and job creation.

The UCW Partnership commenced production in

August 2008 and will continue through to 2010. A
team of around ten Bombardier staff will transfer
to Nigel and work alongside South Africans to
ensure a smooth transition.

Some R8.5 million is being invested in the Nigel

facility to accommodate the transfer of technology
from Bombardier. The technology transfer takes Derby Event: Gauteng Premier Mbhazima Shilowa, with members of the Gautrain Political Committee,
the form of familiarization, documentation, Provincial Support Team and Bombela

2
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8

Key Features of the Gautrain Electrostar Units
Gautrain Electrostar unit
Rail cars
• The Gautrain system will have 24 train sets,
each consisting of four cars. This totals as 96
rail cars designed to run at an operational
speed of 160 kilometres per hour.
• Of the 96 rail cars, ten are specially customised
for use on the airport link, which contain
additional features such as extra luggage space
and wider seats. The other 86 rail cars are
designed for commuter services.
• The train sets serving the airport link will be
made up of either 1 x 4-car or 2 x 4-car sets,
with the two front cars of the leading train set
being the specially customised airport cars.
• Each four-car commuter train set can
comfortably carry up to 321 seated passengers.
Interior of the Gautrain vehicle
Comfort
• Trains will ride on air suspension to ensure
smooth travel at 160 kilometres per hour.
• Each car will have two electrically-operated
sliding plug doors on each side and two roof
mounted units providing heating, ventilation
and air conditioning (HVAC).
• Attractive upholstery will be used-a form of
soft, woven cloth that is durable and easy to
clean.
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
B O M B E L A
• Level boarding, matching the height and
minimising the horizontal gap between
Gautrain's rail car floor and the platform will
allow easy access for children, mobility impaired
commuters, shoppers with heavy bags and
the elderly.
• Each train set will have a section allocated to
wheelchairs. The entire Gautrain system will
also accommodate mobility, sight and hearing
impaired passengers.
• Cleaning personnel as well as an automatic
train washing plant will ensure that trains are
kept clean inside and out.
Real time passenger information
• Gautrain is fitted with a fully integrated audio
and visual Passenger Information System
(PIS).
• External visual information consists of a
destination display using ultra-bright yellow
LEDs fitted to the front of the train.
• Inside the train, each rail car is fitted with two
high resolution display units providing
information on the train's destination, updates
on its progress along the route and notifications
as stations are approached.
• In the unlikely event of delays, train drivers
and conductors will be able to broadcast
announcements using the train's public address
system.
Safety and security
• Tight security on trains and stations is
maintained through access control and
electronic surveillance, with over 650 Closed-
Circuit Television (CCTV) cameras and visible
policing.
I N M O T I O N
• Two CCTV cameras per car will record to an
on-board DVD system. While images are stored
locally they may also be viewed on the Intellgent
Display Unit (IDU) in the driver's cab.
• The audio system supports two-way passenger
emergency communication between alarm
units in the passenger areas and the driver in
the active cab.
• Gautrain's state-of-the-art design incorporates
crash and crush worthiness, and is fully
compliant with modern safety requirements.
• Central control of the system is managed from
the Operation and Maintenance Centre situated
at the depot, and is provided by the EBI Screen
Centralised Traffic Control system.
• Relying on integrated computer systems, the
Operation and Maintenance Centre will monitor
the continuous supply of power throughout
Gautrain's network.
• A fully computerised rail signalling system will
be managed via the Operation and
Maintenance Centre. Efficient signalling will
prevent train-to-train collisions and ensure safe
movements at junctions or crossings as well
as maintaining safe following distances.
• The Automatic Train Protection (ATP) system
will monitor the trains' top speed limit of 160
kilometres per hour as well as every lesser
speed limitation, which will be pre-set for every
single metre of track. Should the driver exceed
the posted speed limit at any point by more
than three kilometres per hour, an alarm will
sound in his cab. At more than six kilometres
per hour above the posted speed limit the
train's service brakes will be automatically
applied to slow the train to below the posted
speed limit. The system also has the ability to
bring a train safely to a stop in the unlikely
event that a driver is incapacitated.
• Extensive testing and training will be carried
out on the six kilometre test track being laid
adjacent to the train depot in Midrand.
• Trains will also be safely stored overnight at
the train depot.
At Bombardier's Assembly Plant in Derby, UK
3

SPG Shows Progress
The Strategic Partners Group (SPG) has by far the
broadest interest of any of the Sponsors in the
Bombela entities. SPG was specifically established
to participate in Gautrain and maximise the Project's
SED opportunities. True to its commitment, SPG
has demonstrated that it does not intend to be a
passive investor, but one who seeks meaningful
participation in the Gautrain through its involvement
at the operational level of the project e.g. within
Bombela Civils Joint Venture (CJV), Bombela
Electrical and Mechanical Works (E&M) and
Bombela Operating Company (BOC) and as a sub-
contractor to those entities.
Many construction companies experience slow
organic growth over many years before they emerge
as forces to be reckoned with in the industry. While
not yet a construction giant, SPG's growth over the
past 18 months has been testament of the
company's capabilities to create long term
sustainable business beyond Gautrain.
Induna Tippers provides material movement logistics services to B CJV
“While not yet a construction giant, SPG's growth over the past 18 months
has been testament of the company's capabilities to create long term
sustainable business beyond Gautrain.”
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
B O M B E L A I N M O T I O N
• SPG is currently committed to providing the
following supply and construction services to
Bombela entities;
SPG's general strategy is to:
• More than 150 of SPG's staff are seconded
• Demonstrate to its Bombela partners at all
into various Bombela entities.
levels that it is a credible, pro-active and value
• Induna Tippers, a partnership with
adding partner.
Unitrans, has been contracted to provide
• Grow a solid core of skilled people and other
material movement logistics to and from
resources that will serve SPG beyond Gautrain.
the various sites and disposal locations
• Carefully manage its risks and cash flow.
utilising a fleet of 38 Tipper Trucks
• Ensure that current and future contracts are
well managed and profitable.
In order for SPG to secure and execute work
packages as a sub-contractor to the Bombela
entities, it has had to embark on a strategy of
forming partnerships with established contractors
who understand its objectives and are supportive
of its plans to build up capability on the contracts.
SPG is currently active in the following areas of
the Gautrain Project:
• Shingzele, in partnership with Nu-tog, is
supplying personal protective equipment
• SPG are shareholders and participate in the
to the project
management of the Bombela Concession
• Security JV, a partnership with Maxi,
Company (BCC), the Bombela Turnkey
Reshebile and Miliswa Security, supplies
Contractor (TKC), Bombela Civils Joint Venture
guarding and security services to
(CJV), Bombela Electrical & Mechanical Works
approximately 45 sites.
(E&M) and the E&M Maintenance Contractor.
• A fleet of earthmoving equipment valued
• SPG are partners in two major sub-contracts
at R35 million is on hire to CJV.
to Bombela entities - The Bus Feeder and
• SPG is also involved as a Joint Venture
Distribution contract (with Unitrans) and The
in the construction of the following work
Track Work Contract (with Bombardier).
packages;
• SPG are heavily involved in commercial
opportunities for the provision of Third Party
• The Depot and Workshop Building with
Advertising and ICT services during the
Stefanutti Stocks.
concession period.
• Diversions and excavations at Cut and Cover
6 with Stefanutti Stocks.
• Grouting of foundations in the Centurion
dolomitic areas with Stefanutti Stocks.
• Sandton Station Structures with Murray &
Roberts Construction.
• Preparatory works at Modderfontein with
Stefanutti Stocks
SPG is involved in a wide range of activities and
there are plans underway, with the pro-active
support of the Bombela entities, to expand SPG’s
operations even further with new works packages
and partners.
4

Recent Additions to the SPG Team
Over the last year the SPG team has grown to
meet increased operations both at Head Office
and on the various construction sites. At Head
Office:
• Monica Jeffries has joined as Accountant.
Monica studied towards her CIS (Chartered
Institute of Secretaries and Administrators)
Diploma and graduated in 1996.
• Collin Govender has been appointed as
Security Executive. Collin has extensive
experience in the Defence Force and
Security Industry. Collin and his team of
dedicated managers and supervisors are
charged with managing the security of the
various Gautrain sites.
• Lenor Kaeflin (formerly McBride) has joined
Centurion Site Reaches “One Million Lost Time Injury (LTI) Free Man-hours”
The Bombela Civils Joint Venture (CJV) DP6 team
in Centurion, under the helm of Wes Jones and
Fanie van Wyngaard, recently achieved one million
hours of construction activity without lost-time due
to injury. Congratulations to all who contributed to
achieving this milestone, which marks CJV's first
“One Million man-hours LTI free” and a highly
significant safety milestone for Gautrain
construction.
This remarkable safety record is a demonstration
of an environment that is characterized by effective
communication and cooperation, where all workers
are actively involved in not only their individual
safety, but the safety of all other team members.
Congratulatory award to DP6
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
B O M B E L A
as HR officer. Previously with SPG and
seconded to the Project in February 2007,
Lenor has rejoined SPG full time where she
assists the HR Director.
• Esther Makwela is the new HR Payroll
Administrator. Esther administers all payroll
related functions.
• Sonti Tsupa has added the PR &
Communications portfolio to her current role
as Secretary/Office Administrator.
• Pulane Monageng has joined SPG as
Receptionist.
We are also pleased to welcome the following
SPG team members who have recently joined the
various site teams:
Some of the DP6 site team members
Health and safety is of high priority in Gautrain
construction. There is still a long, and challenging
journey ahead. Only through full commitment from
all will we reach our next target of 1,5 million LTI
free man-hours.
I N M O T I O N
• Simon Masedi and Nivesh Sirputh are Civil
Engineers who have until recently been
seconded to the BCJV Design Department.
They have now joined the SPG Centurion
and Sandton site teams respectively.
• Julia Mothiba (Quantity Surveyor) and Saules
Mashele (Concrete Foreman) are based at
the Midrand Depot and Leomax Mncube
(Building Foreman).is at Sandton Station.
• Andy Nowack (Senior Contracts Manager),
Asanda Zilwa (Engineer), Thabo Jaxa
(Engineer) and Humbulani Sadiki (Learner)
are on the Centurion Grouting contract.
• Matsieli "Ndala" Mokoena (Industrial
Relations officer), Solly Mbalane and Daniel
Ngwako (Dispatch Supervisors) have joined
the Induna Tippers team.
We look forward to the contributions of all on the
project.
Please continue to focus on your safety efforts.
Remember - accidents hurt, safety doesn't!
5

Bombela CJVs protection of Trees
During the construction of the Gautrain project a
total number of 11427 trees were felled and
removed. This process took place during the
preparation phase where the sites were cleared to
allow construction to start. Each tree was surveyed
and identified prior to being felled and all records
kept as reference.
The Draft Final Environmental Management Plan
(DFEMP) Revision 5 specifies that the contractor
All Creatures GREAT and small……….
Since commencement of construction, all site
personnel have been extra cautious not to harm
helpless animals within the railway alignment. Frans
Andrews, Senior Safety Officer in the Midrand area
has really made an effort to save and relocate
numerous snakes, chameleons and other small
animals…..even a spider or two.
Whereas the average Joe would scream and run
away, or even kill at the first sight of a creature like
a snake, Frans rescues the animals, bringing them
to safety. Thereafter he relocates them in the
Heartlands Property Nature Conservation Area.
A Mole snake rescued for relocation
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
FOCUS ON THE ENVIRONMENT
(Bombela) is required to replace all indigenous
trees, with a stem diameter of larger than 200mm,
to be replaced during the rehabilitation phase of
the project.
Of the total number of trees felled, 2458 were
indigenous while 8969 trees were not indigenous.
This resulted in a requirement of 2458 indigenous
trees that would have to be replaced along the
alignment of the project.
In addition to the requirement of replacing
indigenous trees along the alignment, another
(approximately) 2500 trees are required for general
landscaping in and around the newly designed and
constructed stations and key focus areas,
designated for landscaping. A net amount of at
least 5000 trees are therefore required during the
rehabilitation phase of the project. An estimated
So, next time you nearly have a heart attack when
finding "unwanted" animals where you are working,
please don't kill ….rather contact Frans (Cell no:
078 458 7615) who will come and rescue the
creatures, ensuring it ends ups in a safe place
where it can live in peace.
Harmless Mole snakes are the most common
snakes in the Midrand (DP5) area but venomous
snakes such as Night Adders and Spitting Cobras
have also been caught and relocated
30 000 shrubs would be required to meet the
comprehensive screening requirements specified
in the DF EMP.
The DFEMP further specifies that all trees are
required to meet size specifications and all trees
to be planted on the project are to be indigenous.
Keeping in mind that all the major 2010 infrastructure
projects will be undertaking finishing work for the
start of the soccer spectacle, at the same time that
Gautrain will be working on its alignment and
stations, there will simply not be enough trees
around to meet all the requirements.
Bombela CJV has therefore already placed
"growing" contracts with reputable plant growers
to start growing all the required species of trees
and shrubs to the required size for when it will be
required at the end of construction. This ensures
a guaranteed bank of trees will be supplied and
delivered as required by the construction program.
A Mole snake being released in the Heartlands
Nature Conservation area
A Chameleon rescued at the Midrand Station site
6

Kasturie Pillay - Behind The 2008 R2 Gold Coin
Bombela E&M’s Kasturie Pillay (second from left) with the 2008 R2 Gold Coin
Kedibone Metsing: Reaching New Heights from Flag Lady
to Document Controller
Having joined the Gautrain project in June 2006
as a Flag Lady, Kedibone Metsing has steadily
moved up the ranks to Document Controller with
Bombela Civils Joint Venture. The All Aboard team
caught up with the dynamic Kedibone to learn more
about her aspirations and what she has had to
encounter to get to where she is today.
Who is Kedibone?
I'm a single mother of two, with a very strong
character and I try to stay positive and focused in
everything I do in life. I have always known that
success is achieved through hard work and a
positive attitude; and also acknowledge most
importantly God's blessings in achieving some of
my goals.
Kedibone’s background
I grew up in Pimville, Soweto and attended Mondeor
High School where I completed Grade 11. My
mother was retrenched while I was still in high
school - that was a difficult period in my life and as
such I could not continue with Grade 12 during this
time.
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
P E O P L E P E R F O R M A N C E
I entered various beauty pageants, such as Miss
Kaizer Chiefs 2000, where I became first runner
up and also won titles like Miss Pimville Celtics
2001 and Miss Youth Initiatives 2003. That was
when I discovered that through dedication and hard
work, nothing is impossible. This motivated me to
pursue a Diploma in Human Resource Management
through Boston City Campus.
When did you start on the project?
I joined the Gautrain Project in June 2006 as a Flag
Lady seconded from Murray & Roberts. From time
to time I, and two other colleagues would assist
with administrative functions. That was when I knew
that I needed to perform to my utmost ability to
ensure that I was considered for better opportunities
that would arise. I was introduced to women like
Brenda Keys and others who realized my dedication
and potential and who would give me tasks to assist
with administrative duties. That is when I realized
that I could do more beyond the responsibilities I
had at that stage.
What were your expectations when you
accepted the job on the project?
The month of August was a special month for all
women in South Africa, and more so for Bombela's
very own Kasturie Pillay. A CAD designer with
Bombela Electrical & Mechanical Works (E&M),
Kasturie is the young woman behind the design
and modelling of the new R2 gold coin.
Kasturie entered and won the national coin design
competition which was held for the 2008 theme
"The Vredefort Dome - World Heritage Site". The
theme of the 2008 gold coin was in remembrance
of the meteorite which, some 2020 million years
ago, slammed into the planet close to where the
little town of Vredefort in the Free State lies.
Her design was chosen from among 17 finalists
and features the meteorite hurtling through the
atmosphere on its way to southern Africa. As a
token of appreciation, Kasturie was presented with
the Mahatma Ghandi Silver Coin at the launch of
of the R2 gold coin on 17 August 2008 at a
ceremony held at the Vredefort Impact Crater in
the Free State.
All at Bombela are proud of your remarkable
achievement. Well done!
This project brings a lot of opportunities for people
like me and others. Being a Flag Lady, I realized
I was an important part of the Health and Safety
team and knew there could be more I could do in
the safety area.
What did it take on your part to move up the
ladder into a position in Document Control?
I have always been determined about my work,
and want to over achieve in every goal I set. Within
a week that I took on my role as an Administration
Clerk, I was offered a position as Document
Controller at Shaft E2.
How do you feel about working on a Project
like Gautrain?
Gautrain is a massive project, with its own
challenges. You learn something new everyday
and the opportunities are countless. We should all
be proud about contributing towards a project of
such significance.
What would you like to say to other women on
the project?
Always remember - never give up on your dreams
and nothing is impossible through hard work and
a positive mindset. Make sure that you make a
visible impact in your work area and trust in prayer.
7
 B O M B E L A I N M O T I O N

Women on the project celebrated Women's Day on 08 August

Gautrain Women on the Move

By Tseleng Maoba
August is the month when women celebrate their
success, life and the joys of being a woman. On
Friday, 08 August "Gautrain women on the move"
came together to celebrate success and
opportunities as women on the Gautrain Project.
The balcony on the first floor was decorated with
beautiful Gautrain gold and blue balloons. As the
women walked in to enjoy the afternoon and collect
their special complimentary gifts, they noticed how
these were being eyed by the gentlemen who could
not resist requesting for their significant others.
The afternoon was spent in good company with
good music and a special treat to a finger lunch,
Women from the various Bombela entities BCC,
TKC, E&M as well as our client the Provincial
Support Team, got an opportunity to share their
laughter and funky dance moves with others. The
E&M women really entertained everyone on the
dance floor.
Later that afternoon, the ladies were joined by the
men on the Gautrain project who also decided that
the day was worth celebrating.
Phambili Gautrain Phambili!

8
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8

Construction of Gautrain Viaduct over Pretoria Road,
Albertina Sisulu Highway, and the R24
B CJV will be commencing with the erection of
viaduct spans that will, upon completion, carry the
Gautrain from Rhodesfield Station to the O.R.
Tambo International Airport.
The viaduct spans will be erected to pass over
Pretoria Road, Albertina Sisulu (R21) Highway, and
the R24 where the viaduct will join the Airport
station. Erection of the spans is expected to
Progress in the Midrand Area
B CJV has completed construction of the deck for
the Gautrain cut & cover structure at New Road.
The deck was built at the intersection between the
K101 and the New Road extension leading up to
Grand Central Airport. The cut & cover structure
will serve as an overpass which will allow traffic to
safely cross over the Gautrain alignment.
New Road was reinstated on 18 August 2008 whilst
Grand Central extension, constructed as an
alternative access and egress into New Road by
Bombela, was temporarily close. This will allow the
B O M B E L A A L L A B O A R D N E W S L E T T E R - V O L 11 : A u g u s t 2 0 0 8
B O M B E L A I N M O T I O N
commence in mid September 2008 until mid
December 2008.
There will be no height restrictions or lane closures
during this activity and the works will take place
continuously. The erection of the spans will be
safe for motorists and is not expected to hamper
traffic flow.
construction team to widen the Grand Central
Boulevard extension from a single lane carriageway
into a two-lane carriageway in both directions.
Construction of a viaduct pier in the median of the
two carriageways will also take place. Once
completed, Grand Central Boulevard will serve as
an access road towards the Gautrain Midrand
station.
Access and egress to Grand Central Airport will
be from the newly constructed New Road Bridge
at the intersection with K101.
9
 B U I L D I N G M O M E N T U M

Complaints Handling on Gautrain By Simphiwe Dube

It goes without saying that while we continue with
construction of the Gautrain system, we must also
take cognisance of the communities and
environment affected by such construction activities.
Bombela's mandate is to take care of communities
within the construction vicinity as well as any other
potential construction disturbances. Mitigation
thereof has been outlined in the Environmental
Management Plan (EMP). The EMP is part of the
Project's overall environmental and construction
management document approved by the Gauteng
Department of Agriculture, Conservation and
Environment (GDACE). As part of the EMP,
Bombela is mandated to set up a complaints and
queries management system to cater for the public
who are key stakeholders in the project whether
or not they are directly or indirectly affected by the
project.
Bombela receives complaints/ queries mainly
through the following sources:
• Call Centre
• Community Liaisons Forum
• Gautrain Website
• Office e-mails and direct office calls
• Site offices
• Media
All Bombela entities have committed to resolve /
acknowledge all the queries and complaints
within 48 hours as stipulated in the EMP. All
queries/ complaints that come through from the
Call Centre are allocated with a reference number
and the query tracked. Once resolved, these are
loaded on the system as a case study for future
queries of a similar nature. Complaints/ queries
from other Bombela sources are recorded in the
complaint register that is controlled by both TKC
and CJV, and soon E&M, with all the information
forwarded to the Environmental Management
Committee (EMC) in a form of a monthly report.
Media queries on the other hand are forwarded to
BCC's media office which is mandated to deal
with all media queries.
It is important to note that all Bombela queries/
complaints must be logged, resolved and closed-
out, and records of interaction between Bombela
and complainants must be kept as evidence of
how the queries/ complaints were handled. It is
also important that Communication representatives
at Business units be aware of all the queries/
complaints handled by any member in their units
and the information received must be forwarded
to the correct channels.

COMPLAINT HANDLING FLOW CHART

Province Web page

BCC & Call Centre Direct Calls CLF

High risk Acknowledge query

complaints/queries Finalise response
Contact complainant
Close Query

TKC Communications Manager

Nana Zenani
011 997 8307 / 083 627 6127

Bombela CJV Communications Manager

Madelize Theron
011 997 8171 / 083 641 3912
Bombela E&M Environmental Action
011 997 8558 Etienne van der Lith (CJV)
Site action 011 997 8178 / 082 781 9454
(Site Manager) Rene Pieterse (E&M)
087 806 1780

Personal visit/ Draft • Personal visits Draft response

Inspection response • Inspection
• Placing monitoring
equipment

High risk Unresolved Resolved

complaints and closed EMC Enviro Report

Complaint
escalated to CJV
and E&M EXEC Monthly complaints register TKC
for resolution by Comms CJV and E&M BCC

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