****if you have problems that are not being adequately address, contact the Home Affairs DG on his cell. Read more here. ****
Home Affairs: Is the turnaround strategy working?
Annette Lovemore, Shadow Minister of Home Affairs
14 August 2011
In 2008, the Department of Home Affairs introduced a turnaround strategy to remedy the numerous problems that characterise its service delivery. The Department utilised 142 consultants to effect this strategy, at a cost of R899.2 million. The Democratic Alliance (DA) has been informed, unofficially, that the total cost of the strategy has been in the region of R3.2 billion.14 August 2011
In some instances, the turnaround strategy has proved to be relatively successful. However, the DA is concerned that dysfunctionality is still prevalent. The Public Service Commission recently presented its research into service delivery by the Department to the Portfolio Committee on Home Affairs. The Commission found that the number of clients who felt that they experienced no problems with Home Affairs’ service has substantially decreased (from 78.1% in 2006/07 to 57.1% in 2009/10).
Of the 42.9% of clients who experienced problems, only 12.5 % lodged complaints. (The majority felt that it was not worthwhile to complain, or did not know how to lodge a complaint.)
The Department’s Customer Service Centre (CSC) received 1 074 528 calls between April and November 2009 (the last period for which accurate statistics are available). If this represents the full 12.5% of those who experienced problems, the implication is that approximately 11.4 million people experienced service delivery problems during 2009.
If the Public Service Commission’s research is accurate, and the level of satisfaction has dropped, the current figure is likely to be even higher than this.
The DA is concerned, not only about the apparent decline in satisfaction with service delivery, but about the increase in particular problems being dealt with by the CSC.
The following information, with respect to the nature of calls fielded by the CSC staff, was supplied in a reply received this week to a question posed by the DA to the Minister:
2008/09 2009/10 2010/11
Identity Documents: Duplication 9 056 32 377 35 091
Birth Certificates Application Status 31 461 81 590 10 5417
Death Certificates Application Status 2 217 6 637 8 920
Marriage Certificates Application Status 6 108 15 924 17 638
Rectification: Personal Details 18 631 4 479
Work Permits 4 167 20 868
These numbers are alarming, and deserving of serious attention by the Minister.
The Home Affairs Portfolio Committee will be interacting closely with the Department and its provincial management teams regarding their performance in the upcoming parliamentary sessions, and the DA will utilise these opportunities to interrogate the efficacy of the turnaround strategy, and whether its high cost is justified. With the information currently available, it does not appear as if South Africans have received a return on the investment of public funds in the Department of Home Affairs.
http://da.org.za/newsroom.htm?action=view-news-item&id=9663
Thanks for this blog. It is good to see someone using a desperate situation to take some positive action that could be of benefit to others. I've been waiting for an unabridged marriage certificate for seven months, which I thought was ridiculously long. A cursory search on the internet shows that some people have been waiting over 18 months. Can you share with us how you do lodge a complaint as the Home Affairs complaint lines don't seem to be working.
ReplyDeletePretoria Home affairs department failed to give good service ,they are very slow and irresponsible.Specially Joyce is very arrogant ,she doesn't respect clients and she speaks very rudely.
ReplyDeleteI applied for my daughters passport in March 2014. I am divorced and my husband had to write a consent letter which he did. When I applied the struggled with the application and said that it was the first time they dealt with such a scenario. They told me that they would process my application after hours because they are very busy. They miss placed the letter and after a lot of phone calls and e-mails, they asked for another letter. An official of the Potch Office even phoned my ex-husband for a new letter. He posted another two letters to them. According to them they did not receive the letters. He wrote a 4th letter which the call centre said I could fax. I did and after I queried again, they told me that they do not need a letter, he must go for finger prints. He will not go, because he wrote 4 letters already. A lady phoned me today to tell me we must go together. I told her that he stays in Pretoria and I in Potch. We don't even have contact. He has contact with my daughter, but we don't even talk to each other. The lady then told me that we must arrange that he goes to Pretoria and I go to Potch at the same day, at the same time. This is ridiculous. What if he was overseas?
ReplyDeleteI changed my son's surname and applied for a new birth certificate over a year ago. When it reached the point of receiving no feedback I contacted the call center who advised me to go into home affairs again and fill in the forms again that I then needed to forward to them so they can lodge a case with head office. This was done early January 2015 and still no progress. Every time I enquire they only reply with the same response that they will revert once they have feedback from head office. What do I need to do, where do I go from here, where can I complain. At this point it does not seem like I am going to get my son's new birth certificate. ???????????
ReplyDeleteHi have you received the new birth certificate I have the same problem
DeleteHeya¡my very first comment on your site. ,I have been reading your blog for a while and thought I would completely pop in and drop a friendly note. . It is great stuff indeed. I also wanted to ask..is there a way to subscribe to your site via email?
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Hey , the home affairs the not fair enough regarding clients , I got company my truck got stuck in Botwana with good , I requested a emergency passport it took for ever , to issued m one , but we pay vat , jobs creation fighting against poverty, we need to stand together as one in services ,
ReplyDeleteCULLINAN home affairs the services is not good i do customary certificate since 2015 even to day nothing i get it and my things is complicated my surname change and my married certificate i dont received till to day i need help
ReplyDeleteCULLINAN home affairs the services is not good i do customary certificate since 2015 even to day nothing i get it and my things is complicated my surname change and my married certificate i dont received till to day i need help
ReplyDelete12 July 2017 i did unabridged for my child and they tell me i will receive sms till today no respond CULLINAN home affairs for me i dont get good services
ReplyDeleteI NEED ASSISTANCE I HAVE APPLIED TO CHANGE MY DAUGHTER SURNAME LAST YEAR DEC 2016 AND TILL TODAY THEY SAY IT HAS NOT BEEN FINALISED WE NEED THE NEW COPY FOR SHE IS STARTING SCHOOL NEXT YEAR JAN PLEASE CAN SOMEONE JUST DO THEIR JOB CHANGE THE SURNAME I HAVE PHONED IN SERVERAL TIMES TO CHECK IF THE SURNAME HAS CHANGED STILL NOTHING HER MY CONTACT NUMBER IS 0818026538
ReplyDeleteMy journey with home affairs since 2012 and until today. I was advised to resubmit my application for a temporary visa (spousal visa) at home affairs. I would like to explain our journey and our process thus far.
ReplyDeleteMy name is Fonseca Tome Vieira Andre [passport number N2169007 (substitutes passport number N0538581)]. My wife, Pamela Andre (ID number 740702 0089 082) and I got married on 26 November 2011 and at this stage, I had a refugee status in the country. We also have a son out of this marriage, Romeu Vieira Andre and he is currently four years old. In 2012, about Feb, we went to home affairs in Cape Town and applied for a relatives visa for me. Since then we have been following up with home affairs in Cape Town and in Pretoria and was told the application is in process. My wife even spoke to Angel and Muravha (on 021 406 7227 and adziliwi.muravha@dha.gov.za) in Pretoria and they told us the same thing. At one stage Angel told my wife everything was done and she must follow up with Cape Town in two weeks from their last telephonic conversation. Since then, my wife tried to follow up with Angel and Muravha in Pretoria, since we were unsuccessful with Cape Town, and our emails and calls were not answered. Angel also gave us another reference number: M130/16. I made my application to home affairs in cape town city in Barraca street, and the comeback rejected and then I did another application with a new document and I pay extra money for the application and then was rejected again for the second time. The home affairs send me a letter to applying through VFS, and I did apply these years in August the 18, 2017.
I waiting for two months of the outcome of the visa, and today I received a call to say again has been rejected for the third times. What should I do for my life to move forward? I have one son and one daughter and my wife is from South Africa
born in cape town and shes be treated like an animal.
After speaking with many people, going to the Cape Town home affairs office multiple times, phoning the home affairs call center, multiple emails that were sent, we were told that our reference number that we were originally given with our enquiries, call center ref: 1405042806 and 1704017237 were cancelled and is no longer valid and we should resubmit our application.
During this time, my refugee status was extended and thereafter expired, since this process was never concluded during all this time and Angolan citizens may no longer use a refugee status. Please find all our documentation and correspondence attached. We contacted the VFS call center and were advised to get a letter of good cause from the Immigration Inspectorate in order to apply for a temporary spousal visa at VFS. I did apply and then rejected again.
I am the father and leader of my family and I be struggled to support my family and all because of the visa that never solved trough home affairs.
Do you have any solution for my family; home affairs are here to solve the problems or to create more starvation child in South Africans. We have problems of the child be kidnaps, prostitute and leave in the street because of lack of fathers and mothers in this society. I am in crises with my family and soon the will be in the street beggar for food. I cannot leave my child of 4 years old and 18 years old and my wife. I am here in South Africa since 1997 and I enter in this country has refugee and today I am 41 years old.
I need your help and desperately need.
I appreciate you considering my query and thank you in advance for your assistance.
This is my number 0765218090
ReplyDeleteI read this post fully concerning the difference of latest and former stuff, it is awesome article.
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ReplyDeleteMy mom tried to open up a bank account yesterday and she was told that she shares her ID number and name with someone. she went to home affairs and they simply didnt wanna help her coz the Bank ask for a simple letter SAYING "confirming whether the client will keep their ID nember if she makes a new ID" But they didnt wanna give her that letter.
We need to stop this corrupt people in this department. Its too much for me. Home Affairs, become like sex in the street, you can get anyway with weaker Rand.
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ReplyDeletePLEASE HELP ABRAHAM KOOPMAN HE WAS REPORTED DEAD ALIFE BY HOME AFFAIRS WE WENT TWICE TO THERE OFFICES IN PAARL WHERE MUST HE GET FOOD THERE IS NO INCOME IT IS 6MONTH NOW THEY ALWAYS SAY THEY ARE BUSY WITH HIS STAFF WHAT MUST HE DO WITHOUT AN INCOME?
I applied for smart ID in July 27, 2018 to date (14 November 2018) I have not received any news from home affairs. Poor service delivery at its best.
ReplyDeleteHello i have a complain about brakpan home affairs i was been there for four days trying to issue my child birth sertificate and they used to say computers is offline so today i got in there and do all paper work after doing every things they said i can sit down while there are busy processing but after the Nanager came to me and said she can't assist me i must go and issue the birth sertificate Kwazulu Natal where my child was born and i wonder why they said so because the person that was behind me got assisted but she also gave birth in another Province i suspact that they was expecting money from me but they scared to tell because they can not do all paper work and eventually tell that they can't help so i also have a question how true is that you can only issue birth sertificate in the province you gave birth in ?
ReplyDeleteHello i have a complain about brakpan home affairs i was been there for four days trying to issue my child birth sertificate and they used to say computers is offline so today i got in there and do all paper work after doing every things they said i can sit down while there are busy processing but after the manager came to me and said she can't assist me i must go and issue the birth sertificate Kwazulu Natal where my child was born and i wonder why they said so because the person that was behind me got assisted but she also gave birth in another Province i suspact that they was expecting money from me but they scared to tell because they can not do all paper work and eventually tell that they can't help so i also have a question how true is that you can only issue birth sertificate in the province you gave birth in ?
ReplyDelete