Advocate Mkhawane said that since the office opened its doors in 2013,
the number of queries it received had fluctuated Issues raised.
From October 2013 to March 2014, 670 people approached the office. Of these 64 fell outside the mandate of the office,
61 were accepted complaints that fell within the mandate, 31 of the complaints were older than one year and 514 were queries.
From April 2014 to March 2015, 6 003 approaches were recorded, 861 were rejected as they fell outside the mandate of the office,
409 were legitimate complaints that were dealt with by the office, 4 726 were queries while seven were older than a year.
Between April 2015 and August 2015, 2 863 approaches were received.
Of these 346 were not in line with the mandate of the office, 541 fell within the mandate of the office and 1 976 were queries.
He added that since the office implemented a comprehensive marketing strategy, the number of complaints has been growing.
“The numbers are increasing because many people did not know about our existence, but due to the efforts we’ve been putting in to market the office, it is bringing in complaints.”
National footprint Currently, the office operates only from Gauteng but there are plans to establish regional offices across the country.
“The next exercise will be to have a presence in other provinces.
We first needed to get the office up and running from here, then we will move into other provinces.
He added that the decision to open new offices in other provinces would Issues raised
be made based on the number of complaints received from a particular province.
“We will check where we’ve got a concentration of complaints and we will look into the possibility of going into that province.”
He added that currently most complaints orginated from Gauteng, Western Cape and KwaZulu-Natal.
Lodging a complaint When lodging a complaint, the complainant has to fill in a form which is available on the website.
After the complaint is lodged, the office will check if it falls within its mandate. If it does, then an investigation is launched.
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