Redhill Post Office Durban

The service at this motor vehicle licence renewal facility is completely unacceptable and reflects a serious lack of efficiency, preparedness and basic customer service.

The attitude of the teller at Counter 2 was particularly disappointing. Customers should not be spoken to or treated with an attitude when they are simply trying to make use of a public service.

What is even more concerning is the fact that the facility has accepted responsibility for processing licence renewals, yet its photocopying machine is not operational. Instead of resolving the problem, a handwritten notice has simply been stuck on the wall informing customers that the machine is not working. This is not an acceptable standard of service.

I was also informed by the staff member at Counter 2 that the *** issued to vehicle owners through NaTIS cannot be used because their system is apparently offline. This makes absolutely no sense. If the facility is able to process a licence renewal disc, it is reasonable to expect that the relevant system and *** required for that process should be functional.

Instead, customers are being instructed to complete a manual application form despite already having a valid *** issued through NaTIS. This creates unnecessary duplication, wastes customers' time and raises serious questions about the efficiency of the process being followed.

To make matters worse, customers are required to provide a copy of their identity document, yet the facility cannot even provide a functioning photocopying service.

This entire situation is unacceptable. Customers should not have to compensate for poor planning, inadequate equipment and inefficient processes. If a facility is responsible for providing motor vehicle licence renewal services, it should have the necessary systems, equipment and competent customer service in place to perform that function properly.

Management needs to urgently address these shortcomings, provide staff with clear and consistent procedures, ensure the necessary equipment is operational, and investigate the manner in which customers are being treated.

Customers deserve better than this.