According to a report by Business Tech, Minister of Home Affairs Aaron Motsoaledi recently expressed pride in his department’s reputation, claiming it to be widely loved and praised for its effectiveness during a parliamentary Q&A session.
Customer Satisfaction and Wait Times
Motsoaledi highlighted that Home Affairs consistently monitors customer satisfaction and waiting times across all its branches.
He reported that the average waiting time inside an office is reasonably quick, based on recent surveys.
Additionally, he shared specific waiting time targets for different services, such as a 7-minute wait for pre-booked services and a 15-minute wait for walk-in services.
Feedback from Surveys
The minister noted that Customer Satisfaction Scores (CSS) for each service channel are above 70%, indicating overall satisfaction.
However, he acknowledged that 6% of survey respondents expressed dissatisfaction, citing issues such as poor customer service, slow service, and negative staff attitude.
Concerns with the e-Home DHA Online Portal
Motsoaledi admitted that there are challenges with the e-Home DHA online portal, particularly regarding the payment process, where speed is lacking.
Contrasting Experiences of Naturalised Citizens
Despite the minister’s positive portrayal, there exists a contrasting narrative among naturalised South African citizens regarding the Department of Home Affairs (DHA).
These citizens, fully recognised by naturalisation, have faced significant challenges and discrimination when attempting to access services.
Experiences of Naturalised Citizens
Numerous naturalised citizens shared their experiences of discrimination and frustration with Home Affairs.
Some recounted being turned away or denied smart ID card applications despite having permanent residency and long-standing ties to South Africa.
Examples of Discrimination
Examples include individuals being told they cannot apply for smart ID cards and being directed to obtain outdated green ID booklets, often requiring inconvenient travel to distant offices.
Conclusion
These testimonies shed light on the systemic issues faced by constitutionally recognised South African citizens who feel marginalized and mistreated by Home Affairs.
Despite Minister Motsoaledi’s assertions, it’s evident that not everyone shares the same positive sentiment towards the department.
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