EnviroServ Waste
Management (Pty Ltd)
Complaints Analysis
November 2016
Contents
•
Background
•
Time Analysis
•
Uniqueness of Complainants
•
Odour Analysis - Keywords
•
Wind Direction Analysis
•
Complaints and Meetings
•
Affected Population
•
Other possible causes
EnviroServ Waste Management (PTY LTD)
PwC
November 2016
2
Background
In recent months it was observed that the number of complaints received against the landfill site in Shongweni have
significantly increased. Analysis was done on the complaints lodged by the residents from the surrounding areas to
find possible trends from the data.
Key observations
3000
•
A significant increase in number of complaints was
observed from May 2016 to October 2016.
•
89.5% of these complaints where received through
the official means of communication (Call Centre,
Website) and other 10.5% where received through
unofficial channels (Facebook, WhatsApp)
•
Surrounding areas such as Hillcrest, Assagay, Gillitts,
Winston Park and Upper Highway contributed to
~93% of the total complaints received since May
2016.
•
Summerveld, Shongweni, Kloof, Waterfall Bothas
Hill and Waterfall areas contributed to the next 6%
of the total complaints.
•
* ~15% (574 cases) of the complaints appear to be
logged twice at the same time by complainants. The
complaints have unique case numbers but the
complaint time, name, surname, suburb, type and
outcome expected are the same.
* 2031
2000
*
1492
960
1000
689
241
51
104
May-16
Jun-16
0
Jul-16
Aug-16
Sep-16
Oct-16
Nov-16
Trend of complaints since May 2016
72.0%
17.5%
10.4%
0.2%
WEBSITE
CALL CENTRE
FACEBOOK
WHATSAPP
Complaints received through different channels
EnviroServ Waste Management (PTY LTD)
PwC
* Possible inflation in the number of complaints due to same
complaint being received / recorded twice (~15%)
November 2016
3
Time Analysis
Analysis on the complaints data was done to understand the pattern of complaints during different
intervals in day and over days of the week.
1200
1000
800
Key observations
600
•
It was observed that maximum number
of complaints (~32%) were reported
between 0600-0859 followed by 22%
reported between 1800-2059.
•
Most of the areas from where
complaints are reported demonstrate
similar trends on time of complaints.
•
Most complaints are reported on
Saturday (18%) followed by Monday
(17%).
•
An analysis of the distribution of the
complaints throughout the week is
fairly linear and does not indicate any
significant spikes on certain days of the
week.
400
200
0
0-2
3-5
Assagay
6-8'
9-11
Gillitts
12-14
Hillcrest & Plantations
15-17
18-20
21-23
Winston Park
Web complaints distribution across the day.
18%
17%
12%
14%
14%
13%
11%
MON
TUE
WED
THUR
FRI
SAT
SUN
Distribution of complaints received throughout the week since May 2016
EnviroServ Waste Management (PTY LTD)
PwC
November 2016
4
Uniqueness of the Complaints
Data uniqueness checks were done on the complaints lodged by the local residents to determine the number of
unique residents who are affected.
Complaints received through Website and Call Centre contributed to 89.5% of the total complaints
since May 2016.
Based on our analysis, ~1030 unique complainants were found.
5568
71%
* 1130
C O M P L AI N T S
C O M P L AI N AN T S
Uniqueness of the residents were analysed based
on a combination of contact number, email ids
and complainants location from the complaints
data.
EnviroServ Waste Management (PTY LTD)
PwC
15%
0-200
200-400
7%
7%
400-600
600-1031
Analysis shows that ~70% of the complaints
were received from the top 200 complainants
* Unique number of complainants may be inflated due to
possible typographical errors present in the complaints data.
November 2016
5
Location Analysis
Location of the complaints were analyzed to find possible causes of odour in the surrounding areas.
Majority of the complaints in the area are concentrated around the Transnet pipeline and pump
station. Other possible source could be the industrial complex situated next to the N3 highway.
Key observations
•
More than 93% of the complaints
pertain to the following areas –
Hillcrest, Assagay, Gillitts, Winston
Park and Upper Highway.
•
A geo-special analysis of the area
indicates other possible sources of
odour around key complainant
areas. There is a Transnet pipeline,
pump station and spill sites in the
vicinity of areas where most
complaints are received from.
•
Further, there is also an industrial
complex in the same vicinity as
Shongweni landfill site.
Map of the surrounding areas
EnviroServ Waste Management (PTY LTD)
PwC
November 2016
6
Odour Analysis - Keywords
Odour description reported by the complainants were analysed to find what type of odour is frequently reported.
Keywords such as petrol and diesel were mostly found in our analysis followed by chemicals.
3000
2500
OIL/PETROL/DIESEL
2500
SULPHUR
CHEMICAL
2000
1935
1834
ROTTEN
GAS
ACID
1500
SEWERAGE
EGG
1000
AMMONIA
METALLIC
500
254
189
BENZENE
175
119
56
24
16
5
3
CHLORIDE
0
Count
Odour descriptions frequently reported by complainants
The highest number of keywords pertained to Fuel / Refinery where the complainants mentioned odour like
Diesel, Fuel, Refinery smell, etc. Majority of the complaints (~93%) were from residents in Hillcrest,
Plantations, Assagay, Winston Park and Gillitts.
Oil/Refinery/Diesel, Sulphur and Chemical smells were other mostly used description that complainants
described about.
EnviroServ Waste Management (PTY LTD)
PwC
November 2016
7
Wind direction Analysis
Out of total complaints from July 27, 2016 and November 10, 2016 only 1,024 of the 3066 complaints are in-line
with the actual wind direction which results in ~33% accuracy. This may indicate that the complaints could be due
to other operations in the area or might be incorrectly reported. Analysis was done on the complaints where wind
direction and location was reported.
Wind Direction / Area
Assagay
Gillitts
Hillcrest & Plantations
Summerveld
Winston Park
Grand Total
E
7
9
30
5
1
52
ENE
4
1
23
1
6
35
ESE
11
7
49
4
11
82
N
1
NE
2
2
NNE
3
9
2
NNW
3
2
1
6
4
NW
19
14
13
4
23
56
S
86
47
226
3
25
387
SE
31
12
82
7
18
150
SSE
44
19
114
4
27
208
SSW
57
11
141
6
215
SW
37
42
433
6
22
540
W
11
67
197
1
77
353
WNW
9
35
61
2
88
195
WSW
39
124
538
5
61
767
Grand Total
340
395
1925
39
367
3066
Complaints in line with wind direction
130
166
574
16
138
1024
Wind direction inline with complaint area
EnviroServ Waste Management (PTY LTD)
PwC
November 2016
8
Complaints and Meetings
The number of complaints received every day was compared with the event dates to check for any relationship in
increase of complaints around the event dates.
Trend of daily complaints from July 2016 was analysed as part of this analysis.
300
240
180
120
60
0
2016/11/10
2016/07/01
Dates
Events
17/07/2016
5th Working Group Meeting
17/08/2016
DEA meeting ( Mishelle and compliance site visit) and WG meeting
18/08/2016
Mark's visit to site and meet with community
19/08/2016
20/08/2016
Community engage directly with Mark regarding the plan and reporting events to him.
21/08/2016
22/08/2016
31/08/2016
Mishelle and Enforcement teams follow up visit
01/09/2016
Mark's attendance at MC
08/09/2016
Des’s community meeting South Durban
09/09/2016
DEA meets with Des and team
12/09/2016
Green Scorpions visit to Shongweni and community meeting
22/09/2016
Des’s 2nd meeting in South Durban
29/09/2016
Monitoring Committee Meeting
14/10/2016
Green Scorpions visit to site and community
16/10/2016
Community meeting in Kwandengezi
21/10/2016
Compliance Notice
23/10/2016
Community meeting in Kwandengezi
02/11/2016
Green Scorpions visit to site and community
10/11/2016
Varied Compliance Notice
EnviroServ Waste Management (PTY LTD)
PwC
Key Findings
•
Unusual increase in daily
complaints was observed
around the days of event from
August 2016.
•
An average of ~21 complaints
was observed during this time
period where daily count varies
between 1 to 173 complaints.
•
Increase between ~79% to
~600% in the daily average
was observed around the event
dates.
November 2016
9
Affected Population
Number of unique complainants were compared with the estimated population count. This
number was based on the 2011 census records and population growth percentage from 2011 to
2015
2.6%
97.4%
Unique Complainants
Estimated Population
Key Findings
Estimated population in the surrounding areas.
Surrounding Areas
Gillitts
Hillcrest
Outer West Durban
EThekwini NU
2011 - Census Assumed Increase(6%)
Derived Population
8,661
520
9,181
13,329
800
14,129
7,408
444
7,852
11,200
672
11,872
EnviroServ Waste Management (PTY LTD)
PwC
•
~2.5% of the total surrounding
population lodged complaints through the
communication channels.
•
Majority of the ~2.5% population is
concentrated around Plantations, Hillcrest
and Assagay areas.
November 2016
10
Other Possible Causes
Most of the complaints received in the recent months complained about different types of fuels and
Sulphur smell.
Multiple Transnet pipelines crossing through the locality could be a possible source for the fuel
odours.
Key Findings
•
Transnet pipelines carrying refined
products, Gas and crude oil passes
through the same locality.
•
Complaints received since May 2016 is
mostly concentrated around the pipeline
network and the pump station.
•
Oil, Petrol, Diesel and Gas are the odour
keywords found in majority of the
complaints received since May 2016.
•
Sulphur smell was the second most
complaint about; which could be because
of the fuel products passing through the
Transnet pipeline which may have sulphur
content in it.
Transnet Pipeline network crossing through the area.
EnviroServ Waste Management (PTY LTD)
PwC
November 2016
11
Thank you
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