CREDIT WHERE IT’S DUE
I CONSIDER DEALING with any Government department a painful exercise. Throw in a call centre and you usually have a recipe for disaster. After filing my passport application with a regional Home Affairs office, I was exceedingly apprehensive about dealing with its call centre. However, I chose to follow up several times in order to closely monitor the progress of my application.
I was pleasantly surprised. The call centre is available from 8am to 7.30pm on weekdays and is also open from 8am to 5pm on Saturdays – very convenient for someone like me who is always swamped and running around like a headless chicken. Although there was the customary voice prompt at the beginning of the call(s) I was never “on hold” for more than a minute and each of the customer services representatives I spoke to proved knowledgeable and helpful.
Service from the team at Home Affairs was consistent – a quality desperately lacking in most other Government call centres I’ve dealt with. In short, I can honestly say I no longer dread phoning Home Affairs with any queries in future. Let’s hope my good service wasn’t just the luck of the draw.