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Batho Pele Principles

Batho Pele Principles


Customers should be consulted about the level and quality of the municipal services they receive and, wherever possible, should be given a choice about the services that are offered.

Service standards

Customers should be told what level and quality of services they will receive so that they are aware of what to expect.


All customers should have access to all our services, and possible barriers should be done away with.


All customers should be treated with courtesy, consideration and empathy.


Customers should be given full, accurate information about the municipal services they are entitled to receive.

Openness and transparency

Customers should be given honest and open feedback on how the Municipality works, what the resources are and how they are used, and the level of efficiency.


If the promised standard of service is not delivered, customers should be offered an apology, a full explanation and a speedy and effective remedy; and when complaints are made, customers should receive a sympathetic, positive response.

Value for money

The Municipality should seek ways to simplify services and eliminate waste and inefficiency by ensuring that services are delivered in the most efficient way.
The Municipality will establish effective stakeholder forums that are inclusive and promote the ideals of a non-racial, non-sexist, democratic, caring and prosperous society.

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