Unprofessional Service, Failure to Provide Certificate and Lack of Accountability at Umlazi Mega City Branch

I would like to formally lodge a complaint regarding the unprofessional service, lack of accountability and unacceptable manner in which the PSIRA kiosk at Umlazi Mega City was operated on 21 August 2026.

On 20 August 2026, I visited the Umlazi Mega City branch to enquire about the printing and collection of my certificate. With the assistance of one of the employees, I made a booking to collect my certificate the following day.

My booking indicated a collection time of 08:00–10:00, however, I was specifically advised by the employee assisting me that I could come to the kiosk anytime between 10:00 and 15:00 to collect my certificate. I therefore re**** on this information and arranged my plans accordingly.

On 21 August 2026, I arrived at the kiosk at approximately 14:30, well within the time I had been advised that I could collect my certificate. To my disappointment, there were no PSIRA agents available at the kiosk. The only person present was a security employee, Mr Khanyile, who informed me that my certificate had not been printed. This is completely unacceptable. I had made the necessary booking and had specifically travelled to this branch because I am only in the Umlazi area for a limited period. I do not live in Umlazi and I will be leaving the area on Sunday evening. I made the booking at this particular branch precisely because I would be in the area for the next two days.

What is even more disappointing is that I was told to simply return on Monday. This is not a reasonable solution, considering that the failure to have my certificate ready was not caused by me. I comp**** with the required process, made the booking and arrived during the collection hours communicated to me.

Furthermore, I find it extremely concerning that the stated operating/collection hours were not adhered to. I arrived at approximately 14:30, within the advised 10:00–15:00 collection period, yet there were no PSIRA representatives available to assist me. It is unacceptable for customers to be instructed to arrive within specific operating hours and then arrive to find that the responsible staff are not present.

I subsequently requested that my father be permitted to collect my certificate on my behalf, given that I will no longer be in the area on Monday. I was informed that this would not be permitted.

I find this particularly frustrating because I am now being expected to bear the inconvenience and additional costs resulting from work that was not done by the branch in the first place.

I therefore request that this matter be investigated urgently and that accountability be taken for the following: Why was my certificate not printed despite my having made the necessary booking? Why was I advised that I could collect the certificate between 10:00 and 15:00 if there would be no PSIRA representative available during those hours?

Why was the kiosk operating without the relevant PSIRA personnel during the stated collection period?

Why am I being instructed to return on Monday when the failure to provide the service was entirely outside of my control?

Why can an alternative arrangement, such as allowing my father to collect the certificate on my behalf, not be considered under these circumstances?

What action will be taken against the responsible employee(s) for failing to provide the service as arranged?

I am deeply disappointed by the lack of professionalism, communication and accountability demonstrated in this matter. Customers should not have to travel to a branch, make bookings, comply with the required procedures and then be inconvenienced because the branch fails to fulfil its responsibility.

I would appreciate a formal response to this complaint, including an explanation of what went wrong and what corrective action will be taken to ensure that other customers are not subjected to the same treatment.

Most importantly, I require a practical resolution to my certificate collection, given that I do not reside in Umlazi and will be leaving the area before I am able to return on Monday. I should not be penalised for a service failure on the part of the branch.

I trust that this complaint will be treated with the seriousness it deserves and that appropriate action will be taken against those responsible.