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Service delivery complaints should be lodged with local and provincial government structures before calling the presidential hotline, the Presidency said on Wednesday.
"The public is advised to first pursue all their service delivery complaints with their local and provincial complaints structures.
"Only when their issues are not resolved, the public should escalate their challenges to the President's hotline and upon receipt of poor service elsewhere in the government system," it said in a statement.
Members of the public should also refrain from calling the hotline "if they do not have serious queries".
The public would be provided with feedback on their complaints as a team would follow queries until they were resolved, the Presidency said.
"Public servants should respond effectively to queries and in a professional manner, in line with the principles of Batho Pele.
"Government will do its best and not leave any query unattended," it said.
The Presidential public liaison service and hotline 17737 was set up to assist with planning, monitoring and evaluation of government performance in the delivery of services.
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