Dispute Management Customer SurveyDear Council Member

The PHSDSBC (Council) is striving towards improving its service delivery to all its stakeholders. You, as an essential and very important stakeholder of the Council, can contribute towards this effort, by taking a few minutes, to rate the dispute management services that you received, from the Council.

The Council appreciates your role and contribution, and its intention is to, not only meet, but exceed your expectations; therefore, please help the Council to better help you.

You are requested to forward this questionnaire to the Office of the General

Secretary, to the e-mail address below:

servicedesk@phsdsbc.org.za

Thank you for your participation in this survey, and the opportunity to serve you better. Your assistance with improving the services and consequently the image of the Council, is highly appreciated. Your submission will be treated with the strictest confidence.

Yours faithfully

__________________

Mr Mpumelelo Sibiya

General Secretary

20 October 2014

Please read the questions below, and mark the relevant option with an X.

NO. QUESTION RATING1. If you called the Council, how many

times did the telephone ring before your

call was answered?

3 rings

More than 3 rings

Less than 3 rings

2. Was your query resolved/were you

given the necessary information?

Yes

No

3. If your query was not resolved during

the initial call, did you receive a follow

up call?

Yes

No

4. Were you satisfied with the manner in

which your query was handled?

Yes

No

5. When did you receive an

acknowledgement letter, indicating that

your referral form had been received?

2 days after submission of the

referral form

Less than 2 days after submission

of the referral form

More than 2 days after submission

of the referral form

6. Did you find any challenges with

completing the referral form?

If Yes, please indicate what were the

challenges that you experienced?

Yes

No

7. Did you have to follow up with the

Council, before your dispute was set

down for conciliation or arbitration?

Yes

No

8. Did you receive a notice of set down

within 14 days before the conciliation?

Yes

No

9. If your dispute was not resolved at

conciliation, and you submitted a

request for arbitration form, when did

you receive the notice of set down for

arbitration?

2 days after submission of the

referral form

Less than 2 days after submission

of the referral form

More than 2 days after submission

of the referral form

NO. QUESTION RATING10. When did you receive the outcome

certificate for conciliation?

If you received it after the day of the

hearing, how many days was it, after the

hearing?

On the day of the hearing

After the day of the hearing

11. After the conclusion of the arbitration

process, when did you receive the

award?

Within 14 days after the conclusion

of the arbitration process

Less than 14 days after the

conclusion of the arbitration process

More than 14 days after the

conclusion of the arbitration process

12. Did you have to follow up with the

Council, before you could receive your

award?

If Yes, how many times did you make

enquiries with the Council?

Yes

No

13. Where you satisfied with the overall

manner in which your dispute was

handled?

If No, please provide suggestions on

how the Council can improve the

management of disputes.

Yes

No