The KwaZulu-Natal Department of Education does not run a separate HR switchboard. It runs a call centre that was created specifically to handle human resource and operational matters, because the department employs over 100 000 people across 12 districts and more than 6 000 schools, and head office could not track HR issues arising at that many sites. That call centre is the HR route.
Task scope
The call centre is open to any person currently or formerly employed by the KZN Department of Education, and to the general public. Its agents are described by the department as having extensive work experience in Human Resource Management and Personnel Relations. It handles:
- Salary payment queries
- Pension queries
- Internal policies and circulars
- Norms and standards
- Examinations
- Complaints, suggestions, comments and compliments on HR and operational matters
- Reports of fraud and corruption
Route
- Toll-free: 0800 204 353
- Landline: 033 846 5475
- Share call: 0860 596 363
- Hours: 07:30 to 16:30, Monday to Friday. Outside those hours a recorded voice message system answers.
- In person: KZN Department of Education Building, 228 Pietermaritz Street, 4th floor, room 426, Pietermaritzburg
The department publishes all three numbers for the same call centre, and they do not cost the same. The 0860 number is a share call line, which the department confirms you pay for. The 0800 number is toll-free. Unless you have a reason to prefer another, dial 0800 204 353.
The department also lists direct extensions beside the names of individual call centre staff. Those move when people move, and they are individual rather than role addresses, so the numbers above are the ones that will still work later.
Requirements
- Your PERSAL number. This is the single most useful thing to have ready. PERSAL is the government payroll system, and an HR or salary query cannot be traced quickly without it.
- Your identity document number.
- For a query about a specific circular, the circular reference. The department publishes HRM circulars, KZN circulars, finance, SCM, TC and NSNP circulars separately by year on its website, so quoting the right series saves a transfer.
Steps
- Call the centre within business hours with your PERSAL and ID numbers to hand.
- The agent attempts to resolve the enquiry directly.
- If the agent cannot resolve it or cannot give adequate information, the call is referred to the relevant manager.
- You are issued a reference number. Keep it, because it is what lets you track progress.
- Agents give regular updates on the progress of the enquiry. Resolution time depends on the complexity of the matter, and the department does not publish a fixed turnaround.
All calls are recorded, which the department states is for security purposes, with confidentiality exercised under information management legislation.
Escalation
- If you are dissatisfied with how the enquiry was handled, the department names two escalation points: the Call Centre Manager, and the Complaints and Public Liaison Officer at the Department of Education.
- Head office is the Anton Lembede Building, 247 Burger Street, Pietermaritzburg 3201, on 033 392 1031. It houses the Office of the MEC and the Office of the Head of Department.
- For a district level matter, the department publishes a separate district offices list. There are 12 districts, and a school level HR issue usually starts there rather than at head office.
One caution on the published numbers: the department head office page lists a contact number for its EX-NED unit with an extra digit, which cannot connect. The working call centre numbers are the ones listed above.
Sources
- kzneducation.gov.za Call Centre page (all three call centre numbers, business hours, physical location, who may call, the enquiry types handled, the PERSAL and ID requirement, the referral and reference number process, and the two escalation points)
- kzneducation.gov.za Contact, Head Office page (Anton Lembede Building address and number, and the head office building list)