Batho Pele in Practice at Kimberley Post Office

On 08 May 2021 I was faced with the challenge of collecting a parcel and could not get assistance from tellers without myself being present, while my representative was in Kimberley, and myself in a remote area in the northern cape with no access to a post office. The teller was resistant to assist my representative though IDs with matching surnames were produced. A lady by the name of Magda Burger at the Kimberley post office (main hub) came across the situation and eased the matter by directing my representative into which procedure to follow. To Magda Burger I raise an applause with great gratitude for clarifying that she only requires an email from myself to release my package. My question is thus, why could the initial teller not support or assist my representative? In general, I am greatful for the matter being noted and resolved. Batho Pele. Thanks to ***.