EMM responds to licensing complaint

EDITOR – On October 21 a friend of mine completed all the forms and tests and paid the required fee for the renewal of her driver’s licence.

She had to return to the Edenvale licensing department on November 11, because her thumbprint “did not match” her records.

The lady in question, who never had a thumb transplant, obliged and this time it was accepted.

All her telephone calls to find out if the licence was available yielded no results.

The number for the Edenvale care centre listed in the latest telephone directory, and confirmed by dialing 1023, does not exist.

Calls to the licensing department’s five Telkom numbers result in complete silence; no ringing at all.

On January 23, I went to the licensing office to investigate.

A lady who asked for the applicant’s ID number assured me that the (correct) number did not exist on their system.

Fortunately, I thought of appealing to the manageress, who punched the same ID number into her computer and promptly printed a document showing that the licence had been processed, and was available.

Maybe these experiences deserve some attention?


EDITOR’S COMMENT – In response to the letter, a spokesperson and senior media manager of the Ekurhuleni Metropolitan Municipality commented as follows:

The fingerprints of the client were not clearly readable to the LCU (life capturing unit) and usually in such instances the client is called in to retake the fingerprints.

The last screening process is done by an independent service provider who then advises the municipalities on the final result of those fingerprints.

Fingerprints do not match when the fingerprints are worn off, burned, have a cut or when the applicant is working with chemicals.

Mostly we experience fingerprint problems with elderly people. Their fingerprints are not clearly readable to the LCU machine (under extreme circumstances, elderly people are exempted and are issued a licence, without fingerprints).

The first official who assisted the complainant is a junior who is on our learnership.

Usually when they cannot assist the applicant they refer the applicant to the senior official so that the applicant receives proper assistance.

This is what happened in this case.

If community members do have challenges renewing their licences, there is an in-house station manager at all licensing stations who are ready to deal with queries. Any member of the public can ask to talk to her/him with regards to any problem encountered.

Stephan Lehman

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