Self-service helpdesk to speed up Rental Housing Tribunal dispute resolution
The Department of Infrastructure (DOI) launched the Rental Housing Tribunal (RHT) Self-help Service at its Human Settlements walk-in centre at 27 Wale Street, Cape Town in May 2024.
The new system was developed to streamline the administrative process for clients and staff at the helpdesk and the Tribunal.
“By allowing individuals to submit their complaints directly, the Self-help Service helps reduce the administrative burden on both the helpdesk and Tribunal staff”, says Thembinkosi Sitatu, of DOI Public Information and Stakeholder Relations.
“This, in turn, allows them to focus on more complex cases, while simplifying the resolution of more straightforward disputes. It also saves time for citizens by eliminating the need to wait in long queues at the helpdesk.”
The system is now fully functional, and clients are encouraged to log calls online when visiting the walk-in centre to manage their own cases by submitting detailed information about their disputes. The service offers step-by-step guidance to help clients submit accurate information.
The Self-help Service at the walk-in centre is an extension of the Department’s online portal which can be accessed via the Western Cape Government service application. Here, clients can register and track the progress of rental housing complaints, and update details online.
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