‘Hell Affairs’ – readers share their sorry tales
Daily Maverick - 31 May 2022
Following our story ‘Queue, the beloved country’, we asked our readers
for their views on the crisis at Home Affairs. Here are some of the responses.
We requested feedback on the Daily Maverick website, asking
readers to share their experience of service at Home Affairs. Their stories are
dispiriting, to say the least.
We were robbed in the queue
I had a terrible experience at Home Affairs in Klerksdorp. My
granddaughter and I went to apply for her passport and my ID card, and while
standing in line outside I saw that a number of youngsters with expensive
Adidas and Nike T-shirts and windcheaters on were also standing in line.
I was sure they were there to rob people of their possessions so I told
my granddaughter to watch out for them, but in the meantime somebody phoned me.
I told my granddaughter to answer and I would keep an eye on things. But
they were so fast – they grabbed the phone out of her hand and ran away. I ran
after him and that’s when three other guys tackled me and tried to steal my
wallet out of my jeans.
I am 77 years old but luckily fit, so they came away with a few bruises
and without a wallet. It is amazing that SAPS is not on-site. One does not
report these incidents because it’s even more dangerous around the police
station than anywhere else in Klerksdorp.
Thank you for the opportunity to let you know how bad the situation is.
I don’t think it will change in the near future. Luis Dias
No will to serve the public
Staff at Home Affairs are unhelpful, arrogant and inefficient owing to
the “agents” who offer substantial money to acquire your documents in a back
office. If the staff provide the service they are paid to give you, there is no
“bonus” from the agents.
There is just no will to serve the public. Bruce Thomas
Kind lady in charge helped us
In 2018, it was a good day – only about two hours to queue with our
granddaughter for her passport.
In 2019, we took our grandson. Arrived at 8am and half an hour later we
were told the system was offline but we could wait and see.
At 1pm, the kind lady in charge came to us and she helped us and it was all
dealt with on her own computer. This was Park Rynie South Coast. Valerie
Williams
Problem for South African citizens overseas
I would like to point out that this chaos and inefficiency affects South
African citizens overseas as well. We are a family of South Africans living in
Florida in the US, as my husband is working here.
Fifteen months ago, we applied for my son’s new passport. We are still
waiting.
His previous passport expired in August 2021, leaving him without valid
identification. As a South African citizen living in a foreign country, a valid
passport is essential. Without it he can’t apply for a driver’s licence, for
college study or for financial assistance.
Soon, we will need to apply for a visa extension to remain in the US,
which he cannot do without a valid passport. So he is at risk of overstaying
his visa, and becoming illegal in the US.
I have made hundreds of calls to the consulate in Washington DC to get a
status update. I have only managed to get through a handful of times.
I was told that they would email Home Affairs and get back to me. No
update/response has ever been forthcoming.
We finally discovered in February 2022 that the application had been
rejected and we needed to reapply. We have reapplied, but are desperately
waiting, with no idea when this can be resolved. Moira Dewil
Monumental task takes a team effort
I am 72 and stood in a queue at Pietermaritzburg Home Affairs, where the
line went way out into the street, and after 2.30pm, the staff were still on
their lunch break. Extended lunch break?
So I had to find an alternative. I arrived at the New Hanover Home
Affairs offices, 38km from my home, at 7am on a hot December day. I waited
endlessly, wondering why the queue was not moving.
After a long wait, a group was invited into the hall. Just two ladies
were present to handle everything.
The efficiency of the ladies was obvious. There was a real team effort
in the monumental task for the large number of people.
Then came an electric storm as the loading was being done. All data was
lost and I was asked to return the next day. All had to be repeated the next
morning.
A notification for collection of my passport was to follow within two
weeks. It didn’t arrive. I was due to fly out on Monday, so on the Friday
preceding, I made the third trip.
On arrival at 9am at the Home Affairs building, the guard told me to
come back on Monday, as the offices were closed.
My leg was in a brace, which he noticed. I told him my plight and he
proceeded to help – he went into the office and I followed, seeking help. The
kind lady tried phoning her supervisor in Pretoria for authorisation of a
manual issue, to no avail. Eventually, when a copy of my visa was available, my
passport was issued.
Home Affairs closed on a weekday early in the morning? It was a
disruption of an essential service! Mariam Cassimjee
I have given up trying
I have lived in South Africa for almost 50 years but was born in the UK.
I have been a South African citizen for 40 years and have an ID book that is so
old and tattered it’s a joke. I have tried several times to renew it at Home
Affairs and the queues have been so long that I have given up.
I am 80 years old and can’t stand all day waiting my turn. I was excited
a few years ago when they permitted the banks to perform the renewals of IDs,
but when I tried I discovered that only persons born in South Africa can use
this method. Surely after 50 years in South Africa and as a citizen, I should
be able to renew without the inconvenience of queuing for hours on end? Antony
Wonfor
Long wait for collection
After my fourth attempt, with an appointment booked, I finally got my
applications done. My question is: what happens to these applications once you
have paid?
All you are told is that you will be sent a message when it’s ready for
collection. As far as I can ascertain, your wait for collection is as long as
doing the applications. I would be happy to hear via DM168 if they ever
clear the backlog and how the system is organised with incoming applications.
We so enjoy DM168, with its topical subjects, and we like the new
format. We’re senior citizens, 84 years young. Harvey and Myra Havenga
As a nurse, I was horrified by the suffering I saw
My daughter needed to get an ID for matric. As the ID card is more convenient,
we attempted to get this three times from Pietermaritzburg. This was a huge
performance. I had to take leave and stand in the never-moving queue for entire
days.
We ultimately had to settle for the ID book, which we did in Howick.
This took about three weeks, but at least we had it before the June exams. (By
this point we had visited Home Affairs six times.)
The same with a passport: it took five visits, with us not even getting
in the door. As our home town of Howick cannot do passports, we had to travel
to Pietermaritzburg and even tried other locations such as New Hanover, which
we also visited three times on three days with no success.
The sites are terrible. None has public toilets and people are forced to
urinate in public or use facilities at local restaurants.
No seating is available, so one either brings a camp chair, or you stand
for up to 12 hours. As a nurse, I was horrified by the suffering I saw,
including one lady with a newborn in arms. She said she could lose her job as
she had to register the baby but could not keep missing work to do this. An old
lady in a wheelchair, frail and exhausted. People on crutches, young and old,
rich and poor. Essentially, it is a great leveller.
After five useless visits, we finally paid a “contact” to stand in the
queue for us. These ladies start queuing for others at 3am so that we can be
third, fourth or fifth in the queue at 7am. If the “system is online” and we
have no power failures and a million other ands, you are able to get in the
door.
What can make it better? As the application can be completed online, why
can’t a booking be made for the completion of the application? Why are there
not more banks made available for this? Manage the queues: there should be
different lines for births, deaths and passports outside already. The aged and
the frail should be given preference, as well as those with infants.
Basic facilities should be provided – toilets, seating, shade and
safety.
The “online/offline” situation should be addressed urgently! How is this
such a disastrous situation?
Generators or back-up power should be available for the constant
interruption of power, or facilities like these should be exempt from cuts
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