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Challenges in promoting accountability and feedback mechanisms through customer complaints in the South African public service

Author

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  • Tebogo Mogotloane

    (University of South Africa, Tshwane, South Africa)

  • Valery Louw

    (University of South Africa, Tshwane, South Africa)

Abstract

The study examines whether the customer complaints management policy in the Department of Employment and Labour in the Free State province is effectively and efficiently implemented. Skilful and committed policy implementers are required to ensure that policies are implemented successfully. A descriptive qualitative research design was employed in this study using semi-structured online interviews, to gather data from 20 participants who were purposively selected. The major findings of the study reveals that a lack of clarity and accessibility of complaint channels, inadequate training of newly appointed officials in customer complaint management processes, and user-unfriendliness of the complaint processes flow are prohibiting factors of the implementation of the policy. Additionally, there was a lack of effective communication and coordination among both the internal and external stakeholders, and a noticeable absence of consequence management. The study recommend that the Department of Employment and Labour should consider to design a user-friendly customer complaints management processes flow as well as to incorporate customer complaints module during the induction of newly appointed employees. Key Words:Accountability, Customer complaints, Policy implementation, Public service, Service delivery

Suggested Citation

  • Tebogo Mogotloane & Valery Louw, 2023. "Challenges in promoting accountability and feedback mechanisms through customer complaints in the South African public service," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 12(10), pages 23-31, December.
    • Handle: RePEc:rbs:ijbrss:v:12:y:2023:i:10:p:23-31
    DOI: 10.20525/ijrbs.v12i10.3112
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    References listed on IDEAS

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    1. Gauri, Varun, 2013. "Redressing Grievances and Complaints Regarding Basic Service Delivery," World Development, Elsevier, vol. 41(C), pages 109-119.
    2. Samuel Kariuki & Zwelakhe Tshandu, 2014. "Service delivery frameworks as instruments of citizen empowerment: A tale of two experiences, India and South Africa," Development Southern Africa, Taylor & Francis Journals, vol. 31(6), pages 796-811, November.
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