ZEP online application is a money making ****

Our domestic worker requested that I help her apply for the new ZEP permit. On 24 September 2017 we started the process. It was the worst experience from beginning to end. After I submitted information, I was kicked out of the website and had to wait 20 minutes before I could log in again. After a few hours I did the online payment and received a proof of payment receipt. On 4 October when we tried to verify the appointment as we did not receive any confirmation. We also wanted to print out all the documentation required for her appointment on 12 October. However, the print option on the website did not allow me to print anything. I called the helpline to confirm the appointment and get assistance to print the documents. 1st call 15 minutes duration. I asked the consultant if I can verify the appointment she was very friendly and asked me for our domestic’s name and surname and telephone nr. She assured me there was an appointment and advised that I needed to print the documents as the dates will be on them. I told her that I was not able to print the documents. She then told me to go to the reschedule appointment option which would allow me to reschedule the appointment. I informed her that I don't have a reschedule option. She asked me to click the schedule appointment option. I informed if I do that I will not be able to come back to the platform and will be kicked out of the website. I did what she asked me to do and I was kicked out. I said I will call back as soon as I'm able to log back in. Call 2 about 30 minutes. I went through the above again with a different consultant. She then disappeared from the line for a few minutes to talk to her supervisor and came back and said that I need to select the forgot password option before I log in and that the system will update itself. Well I tried this and it did not work as well. I then emailed the helpdesk. I sent an email with screen shots of the problems and errors. The response was that I need to use Internet Explorer Version 9.0 and above / Fire fox Version 18.0 and above. I tried it but still the same problems resulted. In the meanwhile our domestic went for her appointment on 12 /10/2017 the person at DOH asked for her login details to see if he could assist with the printing of documents. He could not and asked her to return on 13/10/2017 (today). On her return they advised her that she should not have paid the fees online and that is why there is a problem. This doesn’t make any sense as the system should not have the online payment option if it was flawed. They suggested that we reapply and again pay R1090.00 but this time directly at Standard Bank. There was no explanation about why the money that was already paid has been forfeited. Why can neither the call center or online support assist with these issues? My domestic helper is in no position to pay another R1090 because of flaws with the online system. This is unfair as it is no fault of hers.

After send back from DHO I have engaged in another week of sending e-mails waiting 2 days for a reply with no moving forward. Very disappointing service.