The Companies and Intellectual Property Commission (CIPC) will, by the end of September, launch a new website that will include a query resolution function aimed at reducing the commission’s average response time when dealing with queries or requests.

Responding in writing to a question posed by Democratic Alliance MP Geordin Hill-Lewis in Parliament, Trade and Industry Minister Dr Rob Davies said the website would enable customers to receive a query reference number and escalate particular queries, which would be “clearly” tracked and monitored.

In addition, the CIPC had also appointed a CIPC ombudsman to handle those matters that had been escalated but not resolved.

His response came amid concerns expressed by Hill-Lewis that so-called “runners” active at the head office of the CIPC were able to receive faster response times from CIPC staff members than members of the public.

“The CIPC has no official agents or intermediaries. It is currently migrating its processes from a manual system to an electronic one to offer direct services to its customers, who will, [in future] only receive certificates through email.

“Further, self-service centres and self-service terminals are being rolled out nationally and customers are guided through the process,” Davies responded, adding that the CIPC was also in the process of informing its customers that it did not have agents acting on its behalf.

The Minister called on customers to provide the names and details of the “runners” that were expediting the processing of documents outside of service delivery standards.

“The CIPC is taking a zero tolerance [stance] to fraud and corruption and employees found guilty of fraudulent practices will be criminally charged,” he warned.

The chief function of the CIPC is the registration of companies, cooperatives and intellectual property rights, such as trademarks, patents, designs and copyright, as well as the maintenance thereof.