The Sphere of Local Government tends to appoint employees to specialised positions based on blind allegiance and political affiliation to the ruling political party, which has led to the malfunctioning of the customer care centres within eThekwini Metropolitan Municipality. This malfunctioning has also been seen through unequal distribution of centres, equipment and personnel throughout the municipality, whereby rural or peri-urban centres are characterised by incompetence, a lack of integrity and poor governance. The purpose of this paper is to assess whether distributions of the customer care centres, human capacity and services offered throughout eThekwini Metropolitan Municipality respond positively to the needs of communities. This paper used a qualitative research method, whereby in-depth-interviews were conducted amongst a population size of 53 employees employed within eThekwini Metropolitan Municipality's Regional Centre