Psira should train their staff to be more professional and ensure their local offices are better facilitated for people.

The following e-mail I've sent on 17/01/2018 at 00:15, we were at their office on 16/01/2018

Dear Psira Management My husband and I visited your Cape Town branch yesterday in order for him to renew his certificate. We arrived at the office at 1pm. At 4pm the female security officer was sent to about 10 people remaining (including ourselves) that the office is now closed and that we must come back tomorrow. We requested to see the manager but was informed by the security official that there's no manager and the supervisor was not available. It was bluntly expected from us to return the next day. They don't care where you come from how much money you had to spend to get there, what time you left your home or children to be there. Never in my life have I experienced something so inhumane!!! Even SARS assists the LAST person that gets to the facility before closing time. Your Cape Town branch have no right to treat human beings in this manner. On 3 occasions standing in front of a door door closed in my face was a staff member, it was a short coloured lady with spectacles ans short curly hair. I tried getting her attention as she passed by, by saying excuse me mam decently and this woman bluntly ignored me as if she didn't hear me. I simply wanted her to get the supervisor to come see us and explain why they're not able to assist only 10 people. We left the office at 16:30 and had to pay R80.00 for parking. You've wasted my time and money and all we got was rudeness from your staff and l left your office with sore feet from standing THE WHOLE DAY. Why isn't there a separate queue for collections only??? If I do not receive a response from you within 48 hours I will escalate the matter and I'm definitely writing to HelloPeter.com. Never in my life have I been so disgusted with a service, don't these people pay you for a service? That building is so cramped people are left queuing on 3 flights of stairs in confined space. I'll be sending a video to OSHA in this regard. I'm livid with your service. Regards Mrs. Miller >>>>>>>>>>>>>>>>>>>>>>>>>

I received a response on 17/01/2018 at 13:44 from their head office whereby a lady named Koleka Faba from their Cape Town branch responded to my e-mail as indicated below but after my email sent on 18/01/2018 at 01:25 no one responded, not even management. It just goes to show that their Cape Town office is used to treating people like animals and gets away with their appalling service. It's a disgrace!!!!! Koleka Faba's responses are in brackets.

Dear Psira Head Office Please see my response in Green to Koleka Faba's email.

[Good Afternoon Eulenda

Compliments of the New Year and all the best in 2018. This client is not telling you of what happened yesterday, I am the one who asked the security to take more 5 clients just 5 minutes before 16:00 and inside it was still full and I stood there to make sure that the clients are in and at 16:00 the office is closed we only attended the ones which were inside.] Who is Koleka Faba? There was no one who took the time to converse with me on Tuesday and I'd like for her to elaborate what she means by saying "this client is not telling you of what happened yesterday" when no manager or supervisor was available to comment. Suddenly upon me sending an email to head office whoever Koleka Faba is have loads to say? If Koleka Faba asked the security officer to allow 5 more clients 5 minutes before closing time she knew before 4pm that whomever else won't be assisted (except for the 5 clients) but instead didn't come to communicate before-time and left people queuing regardless and this seems to be a norm for your Cape Town branch to close their doors send people home and just expect them to return the next day like nothing happened according to what I've heard from the security officer, regardless of the fact that the clients have been queuing there for hours. There was 10 people still waiting for assistance and this Koleka Faba person is basically saying they couldn't assist 10 more people?

[There was a gentlemen which was their leader and he toy toyed in front of our door] - oh so now I'm being affiliated with people I even don't know? Is Koleka Faba accusing me of something because I'd like her to confirm in this regard. [ and this client talking a non-stop I saw her] - so voicing my opinion is an issue for Koleka Faba? Requesting to see management is an issue? Isn't it a service you're suppose to provide to clients? I distinctly recall a lady sitting by security about 20 minutes, talking to the security in isi-Xhosa but she sat there doing nothing, did nothing to assist the situation just sate there. If this was Koleka Faba, she did not introduce/identify herself and what kind of staff member/team leader does that? There's no decency in that and in the time she was sitting, more people could have been assisted in the interim instead she was wasting time.

[My team worked last night till 17:30. Our office hours are only from 7:30 to 16:00 we can’t allow clients to come inside after 16:00. ] So it's not possible for clients to be informed before hand that they will not be assisted instead you let clients wait there until closing time fools and wasting our time and money? And Koleka Faba is a team leader???? Where is her interpersonal s****s?

[Because of the office space we are having a huge amount of clients coming for renewal this year, they have to wait on the stairs and we take 10 at a time when it’s full inside every time when the others which has been assisted we take another group.] How long have Psira been operating from that premises? Is Psira looking into getting a more appropriate venue for their clients because obviously something is not working and you expect from your clients just to accept the way things are going and to be treated inhumanely? [I informed the clients myself that now our office is closed we will only assist the ones which are inside and the security officer also informed the ones which were downstairs.] What is she talking about? No staff member came to address us, the security officer came to converse with us and I asked the security officer why are they sending her to do their job. Koleka Faba is not being truthful here and it is concerning.

[The gentlemen who was toy toying yesterday came early today about past 10:00 and he apologized about what he did yesterday and we assisted him long time ago. The problem these clients come late and expect to be assisted while there is still a long line.] Oh so arriving there at 1pm was late??? What is your trading hours??? And we expect to be assisted? Isn't it your job to assist clients? Without your clients you will be unemployed and there's be no business. I think that you're just so used to treating people like animals that you really don't care and it's normal for you. Koleka Faba is showing no compassion in her response and didn't even try to apologise once in this email. Why is she even a team leader? She's evidently not portraying people s****s here.

[Yesterday we attended to 289 clients and printed 208 certificates and 98 ID cards. my team is going an extra mile to assist as much clients unfortunately after 16:00 we can’t assist the clients which are still outside the office.] I don't think that Koleka Faba has an idea of what it means to go the extra mile for a client. I've been working in a customer care environment for more that 15 years and never have I seen people treated so badly by a service provider. Your working hours should perhaps change then or shift work should be implemented because sending clients away daily in WRONG, especially if they get there before closing time. You need to assist them, I will do some investigation on my own in the interim but to my understanding your business hour is a standard you have to abide by, according to law. Currently you are failing at doing that, better planning needs to happen. I'm appalled with Koleka Faba's response really!

Regards Mrs. Miller