Concern Regarding Drive-Thru Operations, Staff Welfare, and Compliance

Company: KFC South Africa Branch: KFC Park Rynie (Drive-Thru) Date of Incident: 26 December 2025 Reference Number: CAS-***-W9F8Z6 I am submitting this complaint after receiving no substantive response following engagement with KFC Customer Care. On 26 December 2025, during rainy conditions in KwaZulu-Natal, I visited the KFC Park Rynie drive-thru. While approaching the drive-thru, I observed staff members standing outside in the rain, manually taking orders and directing vehicles — despite the drive-thru intercom and payment systems being fully operational. One staff member approached my vehicle in the rain to take an order on paper. When asked why she was standing outside while the intercom system was working, she advised that this was part of “Power Hour” and that it was management instruction, even in heavy rain. Further along the drive-thru, a second staff member was also standing in the rain near the payment window, positioned within the drive-thru lane. The drive-thru was not busy at the time due to the weather, and I drive a large vehicle, which required careful manoeuvring to avoid her. My concern is threefold: Employee welfare and health – unnecessary exposure to cold and wet conditions when alternative systems are available Customer safety – staff standing within the drive-thru lane Compliance considerations – particularly in relation to reasonable service standards and fair operational practices I contacted KFC Customer Care and was requested to provide an alternative contact number for a call. Due to poor network coverage at our holiday accommodation, I requested that the matter be addressed in writing, as my original complaint was detailed and precise. No further response has been received. This complaint is submitted in good faith and not out of malice. However, I believe this practice warrants review, especially during adverse weather conditions. Operational efficiency should never come at the expense of staff dignity, safety, or reasonable customer service standards. I trust this matter will now receive the appropriate attention.