1. The Office Managers are responsible for sharing of information i.e. capacity intake, client volume inside and system stability with clients queueing outside. This must be done at regular intervals throughout the day. Furthermore, there are plans to strengthen capacity with the filing of vacant positions of additional front office staff during the financial year 2022/23.
2. As part of the Western Cape Complaint resolution mechanism, the contact details of the Office Manager, District Manager and Provincial Manager are displayed in all front offices. Complaints escalated to the Provincial Manager are being recorded and monitored. All Front Office staff are required to wear name tags. Once a specific complaint related to a staff member’s conduct was received the District Manager will investigate and apply the necessary corrective measures. The aggrieved client will be provided with feedback and assisted as part of redress. All the staff members from the Somerset West Office are multilingual and are required to address clients in English. The Office has staff who is proficient in other languages should there be a specific request from a client.
3. Yes. The complaint was related to the alleged discrimination against a member from the LGBTQI community in August 2021.
a) There was no disciplinary hearing due to a lack of evidence against any specific employee.
b) A training session for all staff was facilitated by the District Manager: Operations to update staff on prevailing policies.
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