Batho Pele Principles
Priniciples that Underpin our Customer Service
Consultation:
Service Beneficiaries are consulted about the level and quality of services they receive and wherever possible be given a choice.
The Northern Cape Department of Economic Development and Tourism is committed to regular consultation with all customers, internal and external, through our stakeholder forums, meetings and campaigns.
Service Standars:
Service Beneficiaries are told what level and quality of service they will receive, so that they know what to expect.
The Northern Cape Department of Economic Development and Tourism is committed to setting, monitoring and maintaining high standards to improve service delivery.
Access:
All Service Beneficiaries have equal access to the services to which they are entitled.
Through public meets, outreach and appropriate improvement of our office infrastructure, the Northern Cape Department of Economic Development and Tourism will at all times ensure access to services offered.
Courtesy:
All Service Beneficiaries are treated with courtesy and consideration.
Staff in the Northern Cape Department of Economic Development and Tourism will at all times wear nametags, be polite, helpful and treat all service beneficiaries with dignity and respect.
Information:
Service Beneficiaries are given full, accurate information about the services they receive.
We will use publications, public and media platforms to provide you with most accurate information about the services you are entitled to receive.
Openess and Transparency:
Service Beneficiaries are told how the Northern Cape Department of Economic Development and Tourism’s services is run, about its budget, and who is in charge.
You have the right to know how the Northern Cape Department of Economic Development and Tourism is run, how the money is spent and the department’s achievements and areas for development. All this information will be published in our annual report.
Redress:
If a promised standard of service is not delivered, Service Beneficiaries are offered an apology, an explanation and a speedy remedy. When complaints are made, Service Beneficiaries receive a sympathetic and positive response.
The Northern Cape Department of Economic Development and Tourism will provide a leaflet for complains/complements as a means for feedback on the quality of our service. We will strive to resolve your complaints effectively.
Value for Money:
Services are provided economically and efficiently.
By ensuring proper budget management and supply chain management process, the Northern Cape Department of Economic Development and Tourism will ensure that we provide the best possible service in the shortest time ensuring efficient use of resources.
Your feedback: compliments and complaints
We value and appreciate your feedback on the quality, timelines and responsiveness of our services.
We need to know if:
- You have received outstanding service
- You feel we are not meeting our service commitments to you
- You have ideas on how we can improve our service to you.
In order to ensure that your needs and expectations are met, you may fill in a feedback form which we have made available at our offices and leave it in the suggestion box, we encourage you to provide us with your comments and suggestions. We treat all feedback carefully, deal with it promptly and use it to continually improve our service standards.
You can give us your feedback in various ways:
- In writing,
- Telephonically,
- On-line,
- and in person
When you contact us by phone
- Answer promptly, within 5 rings.
- Identify ourselves and our unit.
- Be courteous and polite.
- Listen carefully to what you want to tell us.
- Customers will not be subjected to unnecessary telephone referrals, there shall be a maximum of three (3) referrals, and thereafter the person will take down your details and get back to you.
When you write to us:
Your complaint will be resolved within 30 working days as follows:
- We will acknowledge your query within 5 working days
- We will start investigation within the above 5 days and inform you of progress within 10 days
Dealing with customers queries:
- All staff addressing your queries shall be competent and knowledgeable.
- All Northern Cape Department of Economic Development and Tourism staff shall wear name tags to facilitate identification.
- No letter, submission or query will lie for longer than 5 days on any officials’ table.
- All due dates will be met.
Your obligation as service beneficiaries:
Service delivery is a two-way process. We expect you to be courteous and respect the dignity of the officials you interact with.
Batho Pele Call Center
Tel: +27860 428 392
