Hon Speaker, yes, departments do have their own liaison units. However, we believed that it was important to set up this hotline in addition to those that were already there. This was partly to put together those kinds of concerns and complaints.
One of the realities is that if departments are at fault and people complain about them, at times you might not get everything fixed. I was very interested to know in greater detail what is happening. Other people might not have an opportunity to get through to departments. I'm not certain, for example, the extent to which departments have publicised the kind of numbers that people must call.
Furthermore, departments also deal with different aspects. I think having a number that is known nationally adds value to what the departments are doing. It is also worth noting that if you phone the Presidency, you can reach any department. You are not subjected to one specific line, so much so that if you don't get through, you have a problem.
I think the concerns and complaints that have been coming through indicate the importance of this hotline. I'm sure you will recall that on the first day, a lady from the Eastern Cape raised the issue that she could not get money due to her following the death of her husband and the fact that she was being sent from pillar to post by people who wanted the money for themselves. Once the issue was raised, we were able, as the Presidency, to trace the money to the Eastern Cape, and now she has received her money. If she had called any department - in fact, she had done so and she was frustrated.
There are many such cases. For example, in one province there is a report that will be coming out soon indicating that, following the complaints and concerns raised, further investigations were carried out and it was discovered that things were even worse than was suggested in the complaints. Government had to take action.
So, I think that these measures complement each other. They are neither a waste of time nor are they something unnecessary. I think the hotline adds value to what departments are doing. Thank you. [Applause.]