When contemplating a trip to the Motor Licensing Department, unpleasant thoughts of an early start and long queues may filter through your mind.

For some people, inefficient and slow service is also a norm and this was the case when an Estcourt resident, who did not want to be named, visited the department recently.

Arriving at the office early, 7am, the resident tried unsuccessfully to get a head start by requesting for the relevant documents for licensing a vehicle.

When the office opened at 7.30am, the resident was in the queue and ready to be helped.

Unfortunately the wait proved longer than anticipated and the resident claimed that one counter was available and one staff member took almost 30 minutes to help each person.

To add to the delay, the computer system crashed and this caused a further 30 minute waiting period.

When he finally got to the front of the queue, the resident was informed that he required a ‘proof of residence’ form, which is obtainable from the municipality.

After waiting almost two hours, the idea of going to the municipality and returning with the documentation was not a bright one.

“I told the cashier that the staff members who worked at the station could vouch for me because they knew where I lived. This was not accepted,” commented the resident.

With no other option, the resident complied. This incident has frustrated the resident who said that unhelpful service at the licensing department is dragging its reputation through the mud.

“I am surprised that more people are not complaining about the service they receive.

When I was there, two people commented on the unprofessional service. It’s about time that the municipality does something to provide decent service,” said the resident.

His sentiments were relayed to Umtshezi Acting Municipal Manager Elphas Dladla.

The proof of residence, which was implemented as an essential document from November 1, 2015 and has to be attached when certain transactions are being made.

Speaking about the number of staff members available to help customers, Mr Dladla said that there are two counters, which assists people with registering and licensing vehicles and booking or renewals of drivers’ licenses or Public Driving Permits (PDP).

“All counters have a clerk available, unless one of them has an emergency. At this current stage, the clerks are in training, once they have completed their training, the services will be much faster,” commented Mr Dladla.

He added that most complaints received from the public are as a result of miscommunication.

Essential things to know when utilising the licensing department:

1. Opens at 7.30am and closes at 2.30pm. Forms are not handed out after 2pm, depending on the number of people in the queue.

2. At the department, the clerks do not take lunch breaks at the same times. They rotate and that is why there will only be one clerk at the counter at some stages.

3. Look around for signage of where to go. Don’t just join the queues.

4. If you are unsure about the right documents, ask the staff before joining the queue. Ensure that forms are correctly filled in. Staff at the back office can assist.

5. Depending on the transaction, documents that are required vary. Common forms that are needed are proof of residence, a copy of your Identity Document (ID) and two ID photos for licence booking or renewals.