IF YOU WANT TO MAKE A COMMENT, ENQUIRIES ABOUT OUR SERVICES SUGGESTION OR GET INFORMATION ON IN THE REGIONS

OUR SERVICES Otjiwarongo : +264 67 303402 or 303742 (Tel) +264 67 301053 (Fax)

Head Office: Grootfontein : +264 67 243043 or 243049 (Tel) +264 67 242986(Fax)

The Labour Commissioner Oshakati : +264 65 224039 (Tel) +264 65 224290 (Fax) Office of the Labour Commissioner

Private Bag 13367 Ondangwa : +264 65 240270 (Tel) +264 65 240723 (Fax) MINISTRY OF LABOUR, INDUSTRIAL WINDHOEK RELATIONS AND Mercedes Street– Khomasdal Swakopmund : +264 64 403 678 (Tel) EMPLOYMENT CREATION +264 64 403761(Fax) www.mol.gov.na Walvisbay : +264 64 205929 (Tel) +264 64 206838(Fax) OR Mariental : +264 63 242368 (Tel) +264 63 241177(Fax) OFFICE OF THE LABOUR COMMISSIONER Tel: +264 61-379100 Keetmanshoop: +264 63 223580 (Tel) Fax: +264 61 212334 or 210373 +264 63 222465 (Fax)

Katima Mulilo : +264 66 253304 (Tel) +264 66 253328 (Fax) OR Rundu : +264 66 255945 (Tel) +264 66 256331 (Fax) Use the following email address: Tsumeb : +264 67 220075 (Tel) Labour Commissioner: CITIZEN +264 67 220070 (Fax) [email protected] SERVICE CHARTER Outapi : +264 65 250900 (Tel) +264 65 250901 (Fax)

Rehoboth : +264 62 521507 (Tel) +264 62 521508 (Fax)

Outjo : +264 67 313603 (Tel) +264 67 313464 (Fax) OFFICE EXPECTATIONS FROM CUSTOMERS:- IF YOU TELEPHONE US:- THIS CHARTER  retrenchment requirements should be adhered to;  we will answer within the shortest possible time; Sets the standards of service that customers  all inquiries will be attended to promptly, and  this Office should be notified within 48 hours prior must expect from the Office and its staff to strike or lockout; where possible in the language which you under- members. It reflects and demonstrates the stands better; Office’s commitments to deliver and discharge  to honour meetings invitations; and  our response will be sincere;  where we cannot answer your complaint immedi- a high standard of service to its customers.  co-operate with the officials of this Office. ately, we will inform you when you can expect a reply. Determines how, when and where customers may obtain relevant information needed. IF YOU VISIT US: Informs customers how, when and where they STAKEHOLDERS SHOULD:-  we will see you within the shortest possible time; can make suggestions and or get feedback.  we will answer your questions immediately, but if  comply with statutory and procedural requirements; we cannot, we will let you know why not, and when  ensure that their information to the Office is correct you can expect an answer from us; and factual;  Settlement Agreements on conciliation will be is- OFFICE COMMITMENT TO YOU:- sued within 14 working days;  play their meaningful and contributory role in en- The Office will improve and maintain a high  Arbitration Awards will be issued within 30 days; hancing industrial relations; and  should an inquiry need to be referred, you will be degree of quality service by being effective and informed accordingly; and  consult or seek advice if something is not clear. efficient in service provision. In carrying out its  all attempts will be made to resolve any reported duties, it strives to achieve: labour dispute within 30 days.

 Professionalism OFFICE STANDARDS APPLICABLE TO SPECIFIC IF THINGS GO WRONG:- WORK AREAS  Integrity The Office will:  the Office will carry out its duties in accordance with  offer an apology  Harmonious and mutual beneficial labour the provisions of the Labour Act; and  give an explanation relationship  rectify the matter and try to avoid same mistakes  the Office will always respect and explain your in future.  Courtesy rights to you and apply the law in an equal and fair manner.  Helpfulness WHEN COMPLAINING, YOU NEED TO:-   Impartiality identify yourself; IF YOU WRITE TO US:-  provide your full name, postal address, telephone  Confidentiality and consultation or and fax number and or email address;  all written inquiries will be handled within 14 work-  provide a clear description of your particulars, con-  Accountability and openness ing days on all normal issues.; and cerns or requirements;  Non-discrimination  should an inquiry not be attended to within 14 work-  indicate what kind of response you would expect; ing days, customers will be informed of the reasons and in writing and/or by telephone, when to expect a  keep a record of issue at stake and the name of reply. the person who dealt with the issue, as well as the date and time of communication.