Subject: Formal Complaint – Poor Service at Kempton Park Home Affairs

I would like to lodge a formal complaint regarding the unacceptable service I experienced at the Kempton Park Home Affairs office.

On 24 November 2025 , I visited the branch for the 3x time for the collection of my son's ID and Passport. Despite arriving early, the queues were extremely long, staff were slow to assist, and there was no clear communication or guidance provided to the public. Many people, including the elderly, were left waiting for hours without any explanation or updates.

Additionally, the customer service was poor. Some staff members ignored customers/ were dismissive/ showed no urgency/ closed counters while people were still waiting, rain was coming and some people came with kids, it's a mess. This level of service is unacceptable for an essential department that the public relies on daily.

I request that the Department investigate the operational issues at this branch and take urgent action to improve service delivery, staffing, and communication. The current situation reflects poorly on Home Affairs and causes unnecessary frustration for the community.

I hope this matter will be addressed promptly.

Name: Nobuhle Maria Kgomo Contact Details: ***