Parliament, Friday, 23 January 20226 – The Chairperson of the Portfolio Committee on Home Affairs, Mr Mosa Chabane, has expressed deep concern and exasperation following the circulation of a viral video that allegedly captures an incident at the Department of Home Affairs (DHA) office in Tygervalley, Cape Town. The Chairperson stated that the incident is unacceptable and fundamentally undermines the Batho Pele principles, which must guide all civil servants in their interactions with the public.
“The video is deeply disturbing as it demonstrates a lack of respect for ordinary South Africans who are merely seeking services from the Department of Home Affairs. The treatment of the elderly woman shown in the video is particularly appalling, especially within the broader context of high levels of gender-based violence in the country,” said Mr Chabane.
In the video, an elderly woman is allegedly seen being forcibly pushed out of the DHA office despite her assertions that she had secured an appointment through the department’s Branch Appointment Booking System. During the altercation, the woman is reportedly kicked in an apparent attempt to force her out of the premises.
The committee has on numerous occasions raised concerns regarding the treatment of clients at Home Affairs offices, as well as the persistent problem of long queues. The committee was assured that the electronic booking system had been introduced as an intervention to manage client flow and ensure that only booked clients are attended to at DHA offices.
Preliminary investigations undertaken by the committee revealed recent challenges with the booking system, including abuse by individuals who allegedly advertise services to assist clients in circumventing the system. “Notwithstanding these challenges, if they indeed exist, the treatment of clients must always remain humane and considerate. The conduct displayed in the video is the antithesis of the Batho Pele principles,” Mr Chabane emphasised.
Furthermore, the committee has consistently expressed concern about the role played by security officials, who are often tasked with controlling queues, providing advice on departmental services and interacting directly with clients. The committee reiterates its position that it is the responsibility of office managers to ensure that knowledgeable departmental officials engage with clients, while security personnel should focus solely on maintaining a safe and orderly environment. The committee also finds it unacceptable that, in some offices, queues are arbitrarily cut off despite clients having confirmed bookings.
The committee has directed the Department of Home Affairs to conduct a comprehensive investigation into the incident and the prevalence of similar incidents at the Tygervalley office. Should the incident be confirmed, the committee called for urgent and decisive consequence management. The department has also been instructed to submit a detailed report on the matter to the committee without delay.
ISSUED BY THE PARLIAMENTARY COMMUNICATION SERVICES ON BEHALF OF THE CHAIRPERSON OF THE PORTFOLIO COMMITTEE ON HOME AFFAIRS, MR MOSA CHABANE.
For media enquiries or interviews with the Chairperson, please contact the committee’s Media Officer:
Name: Malatswa Molepo (Mr)
Parliamentary Communication Services
Tel: 021 403 8438
Cell: 081 512 7920
E-mail: mmolepo@parliament.gov.za
Arrange a tour