I wanted to contact the medical aid - the message was passed along very timeously
Ms Fides Claassen het my vinnig gehelp met die regte dokument wat ek benodig het vir 'n huisleningsaansoek.
as daar nou iemand is waarop jy 100% kan staat maak is Fides een van daardie mense. wonderlik om met haar te werk.
Illana was besonder hulpvaardig. baie dankie!
I received prompt replies on all enquiries submitted to HR. My enquiry was attended to in a turnaround time of less than one hour. Professional and friendly services were rendered to me which has made my first encounter with HR a very pleasant experience. Keep up being a cut above the rest.
always helpfull and quick respond time
Alvira lewer 'n kwailiteit diens wat so skaars huidiglik is. Ek glo sy doen dit met 'n glimlag. Hou so aan Alvira, jou klantediens is so aansteeklik dat ek hoop en glo diegene wat dit ontvang, dieselfde diens lewer aan hul klante.
On 14 February I wrote to Oscar Grand asking if he could arrange an HR letter for me supporting my need for a second SA passport as I am travelling a lot this year and need to have a passport while another passport is in for a visa at an embassy. I wrote out the full draft text of the letter as I thought this might be an unusual request. Oscar was away, so I wrote to Keith Robain, who very efficiently passed my query on. Ricardo Steyn responded with a visa letter form. I pointed out that I was not applying for a visa but for second passport, but filled in the letter anyway. I explained that I was not going to waste the time of my chair to sign the visa letter as I did not want a visa. I received a one-line email which read:
Dear Prof Swartz
The visa application form needs to be signed.
I then got my chair to sign the vis application form, even though as I had said repeatedly that I was not asking for a visa letter. On 19 Feb, Mr Steyn sent me a visa letter, something which I had not asked for. I immediately responded as follows:
Thank you. As I mentioned, I do not need a visa letter at this stage – I need a letter for Home Affairs to support my getting a second passport. Please can you help me with that letter?
I really appreciate your help.
I did not receive and answer to this email. In desperation, I again approached my chair (who is very busy) and she signed the HR letter I had prepared and sent to HR on 4 February, and I went to Home Affairs, who do insist on a letter for a second passport, and luckily they accepted it. To give Ricardo feedback, I wrote an email to him yesterday (26 Feb) which reads:
Thank you for your help with this. I would like to give you some feedback.
In my original email to you I made it clear that I was not in need of a visa letter at this stage but in need of a letter from the university supporting my need for a second passport. I made it clear on the visa form that it was not the right form, and why I was not having it signed, but you asked for it to be filled in and signed. I did not need a visa letter but a second passport letter. In my original email I drafted for you what needed to be in this letter.
On 19 February you sent me a visa letter but did not send me a letter for a second passport, which was what I needed. I wrote to you on that same day once again asking for a letter for a second passport.
I have not heard from you since then.
Eventually, I asked my departmental chair to sign the visa letter, which she did. Today I went to Home Affairs, and they told me that without a letter of the type I had drafted and eventually had signed by my chair, they would not have set in motion the process for me to get the second passport.
I do appreciate your help, but I think it may be helpful for you to know about this in case other people ask HR for a letter for a second passport. If you believe that HR should not be giving out such letters, then please tell me, but it does make it difficult for me when my requests do not seem to be read properly.
Thank you for all your help over the years. I hope this feedback is helpful to you.
I received the following email in response:
Dear Prof Swart
We do not draft that type of letters.
It seems to me that there are three issues here. The first is that a lot of time has been wasted with this - if Ricardo had read my first email and you do not draft those sorts of letters, he could have told me this without wasting everyone's time (I feel especially bad for wasting the time of my departmental chair, who has better things to do than sign forms which do not need to be signed). The second is that I see no evidence that Ricardo will inform anyone that HR may well be asked to write letters other than visa letters - I don't see why you cannot draft letters of that kind. The third issue is that despite the fact that throughout this process I have really tried to be polite, Ricardo has in my view been rude to me. It is not polite simply not to reply to an email you don't like. It is not polite not to acknowledge a mistake, which clearly has been made here, and in my reading, when I get a one-line letter of instruction from Ricardo which ignores my communication with him, and then a one-liner in which I (with my name misspelled, but this is a minor issue) am at last informed that the service which I have asked for is not offered, and no acknowledgement of what has gone before, this was also rude.
I understand that your division, like my own, has challenges, and generally (including from Ricardo) I get excellent service. I think, though, that this is an example of poor, rude, and time-wasting service.
I suggest that your staff:
Read requests sent to them properly.
Respond to what is actually asked and not to something else.
Respond to emails and not just ignore ones they don't like
Say at the start of an interaction if a service is not offered
Explore whether this service should be offered.
Please can you let me know what action, if any, is taken on the basis of my feedback.
Thanks very much.
She is always quick to respond on any questions i may have.
Ek het die nuwe kontrakte vir 3 persone baie laat ingestuur in 2019 en na ingryping van Fides in 2020 sal hulle salarisse kry einde Januarie. Daarsonder sou dit nie moontlik wees.
Though my contract had been sent to HR a while ago, I received the documents Friday afternoon, when I was already on leave !
Now it was up to me to sign the docs and send them back ASAP to avoid non-payment in January.
Had I been away on holiday, without access to my e-mail, the problem would have been mine (non-payment), not HR's.
Fides is always willing to assist with any requirements needed and she does it with kindness and understanding
I would like to thank Charne for keeping me abreast on a matter I want to have finalised through our HR regarding medical aid. She has shown only excelence in her service delivery. It is appreciated.
Fides assisted promptly with the placement of a new advert and helped with the formulation of the job description. she has always gone the extra mile regarding assisting me in my task related to HR.
From the start to the end, efficient and helpful throughout the whole process. Allway's a pleasure to be working with them.
Keep doing what you are doing :-)
Nazeer De Vos
Ek het op 14/10/19 geskakel ivm 'n navraag aangaande geldelike hulp vir werknemers se kinders se skool en tersiere opleding. Die Afrikaanse dame wat geantwoord het, het my aangeraai om 'n e mail te stuur met die navraag. Charne Pool het e mail terug getuur en nie geweet waarvan ek praat nie. Ek het weer die 14de gebel, die Afrikaanse dame het gese sy sal vir Charne inlig wat sy vir my moet stuur. Teen 10:00 15/10/2019 het ek nog niks onvang nie. Ek skakel toe weer, en Ricardo het geantwoord en ek het kort daarna 'n e mail met die korrekte inligting ontvang. Die feit dat ons as werknemers nie ordentlik ingelig is tov hierdie voordeel nie, is ook kommerwekkend
Ek het vir die eerste keer op 2 Oktober 'n navraag gedoen om my IRP-5 te kry - dit is geignoreer - ek het dit opgevolg met nog e-posse, maar meer as 'n week later het niemand nog my IRP-5 verskaf nie. Dit het implikasies vir my persoonlike belasting wat teen die einde van Oktober ingedien moet word.
Fides Claasens is a delight to work with and incredibly efficient.
Mnr Ricardo Steyn het blitsig gereageer op 'n navraag oor aantal studie-geleentheid dae
Have been trying to resolve an error on my payslip since the 9th September. Have been referred to various people and then competely ignored, no-one will take responsibility. Phoned this morning and spoke to 3 different people, still no resolution. At no stage have I been given any feedback regarding who is investigating or what is being done, just deathly silence?
What is the point of a Help/Service desk if there is no service or no follow up? My enquiry just seemed to dissappear into a black hole? of indifference?
Requests for assistance and documentation.
Altyd uitstekende terugvoer
Me Luchelle Davids het besonder spoedig, akkuraat en volledig gereageer op 'n dringende Menslike Hulpbron-navraag wat ek gehad het.
Spoedige terugvoering ontvang met probleemoplossing
Polite and professional behaviour. Very understanding as well
As Leave Administrator of the Language Centre I needed a lot of help regarding sick leave .4 of my collegues are on stress /sick leave and 1 with cancer treatment . Kristin Rutgers give me efficient and prompt answers even during her busy times. She support me 100%
Fides has always been a rolemodel to me in terms of service delivery. She is exceptional, oustanding, meticulous, and an invaluable asset to FMHS and Stellenbosch University. I wish she was also on Main Campus to inspire our staff members to shine the values which she fosters - friendliness, helpful, caring, professional, going over and above, and the list goes on.