YOUR VIEWS COUNT
FEEDBACK, COMMENTS AND COMPLAINTS
• We continuously strive to improve our standards. To do
this, we need to know what kind of service you want;
• We promise to consider your views when setting our
service standards;
• Inform us if you are not satisfied and are unhappy with
our service delivery; and
• Give us your comments so that we can improve our
service.
WHAT WE ASK OF YOU
The quality of service we can provide to you depends on
various issues including input and co-operation we receive. We
therefore request you to:
• Be honest, polite and patient;
• Be timely in providing required and accurate
information to the subdivision;
• Comply with existing Legislations, Regulations and
Procedures; and
• Treat our staff members with the necessary respect.
When you communicate with us, please provide the following
information:
• Your full name.
• Postal address/ email address/ telephone number/fax
number.
• Provide a clear description of your particular concern/s
or need/s.
• Keep a record of the issue at stake and the person in
our Office Support whom you dealt with as well as the
date and the time of the communication to improve
our services.
If you have any comment, suggestion or a request about the
activities or services of the Human Resource Management
Republic of Namibia
Subdivision you should contact:
Chief Human Resource Practitioner
Ministry of Sport, Youth and National Service
Ministry of Sport, Youth
Government Office Park, Luther Street,
Education Building, West wing, 2nd floor,
Private Bag 13391
Windhoek
Namibia
and National Service
Phone: +26 61 2706162
Fax: +264 61 2706236
E-mail: HR@msyns.gov.na CUSTOMER SERVICE CHARTER
Directorate of General Services
• If you are not satisfied with the response from the
Division: General Services
Subdivision you may take the matter up with the Deputy
Director: General Services. Subdivision: Human Resource Management
• If still not satisfied with the response or action taken, you The subdivision is responsible for providing administrative
may approach the Director: General Services. support and advisory services on issues pertaining to
human resource management within the Ministry and
• If still not yet satisfied you may approach the Office of ensuring that rules and regulations are correctly
the Executive Director. understood, implemented and complied with.
• If still not Satisfied you may approach the Office of the
Prime Minister.
• If still not satisfied you may still approach the Office of
the Ombudsman.
 THIS CHARTER Teamwork: We shall promote, collaboration and
communication among all our customers at all
• Outlines the service we provide (What we do) times, work together to provide boundless
• Defines who are our Customers experience to all those we serve.
• Reflects our commitment
• Sets standard of service that you can expect from us at Professionalism: We act in a manner that there are no fear and
all times favoritism. We shall adhere to our commitments
• State what we will do if you contact us and maintain ethical conduct.
• Your view count
• What we ask of you Transparency: We promise to be seen through, easily noticed,
• Explains how to provide us with feedback and how to honest and open.
make a complaint, if you are not satisfied with our
service Accountability: We shall accept responsibility for our individual
and organizational decisions and actions. We
WHAT WE DO pledge to take responsibility of our actions that
influence the lives of all youth and our
The Subdivision provides administrative services in the customers.
following areas;
Innovation: In everything we do we shall exploit original and
• Human Resource Administration; creative ideas.
• Industrial and Labor Relations;
• Employee wellness; Integrity: We pledge the quality of being honest and
• Human Resource Development. having strong moral principles to those we serve.
OUR CUSTOMERS OUR SERVICE PROMISE/STANDARDS
We will:
• MSYNS Staff members
• OMAs and RCs, • Update personal file as per request within 2 working
• Members of the public days;
• Update Human Capital Management System (HCMS)
daily;
OUR COMMITMENT TO YOU
• Ensuring that delegated vacant positions are filled within
2 months and undelegated within three (3) months;
• Our commitment to our customers is the provision of
• Facilitate signing and review of Performance
accurate and timely office support service; and
Agreement within the given deadline;
• Attend to request for leave credit days within a day;
• We strive to execute our duties within the following
• Attend to misconducts cases within one (1) month of
guiding VALUES
their occurrence;
• Develop annual training Calendar;
• Process application for medical aid, Social Security,
Home Loan and GIPF within (1) one working day provide
all required documents are attached;
• Respond to grievance within five (5) working days;
• Process Employees benefit and Social Security claims
within a day provided that all required documents are
attached;
• Terminate employees services within one (1) working
day upon receipt of notification;
• Interpret Polices and rule on request by staff members
right away or within two working days if we cannot
provide an answer instantly;
• Provide requested information to OMAs within the
given deadline;
• Conduct Training Need Analysis (TNA) after every
three years and/or when need arises;
• Develop the Human Resource Development Plan after
every three years;
• Attend and provide feedback to non-qualifying
training request within 7 working days;
• Attend to qualifying training requests on quarterly basis
and provide feedback on application status within 5
working days after training committee meeting;
• Circulate bilateral agreement courses within a day
upon receipt;
• Facilitate induction training to
appointed/promoted/transferred staff members
within one (1) month from the date of assumption of
duty.
WHEN YOU CONTACT US
If you phone us
• We will answer to your call within 3 rings;
• We will return your call within 2 days if we can’t provide
an answer immediately.
If you write to us
• We acknowledge receipt within 2 working days,
provide you with an explanation of how we are
handling your case and inform you when to expect an
answer.
If you visit us
• We will attend to you within 5 Minutes if you have an
appointment with us;
• We will respond to your questions while you are with us,
if we cannot we will let you know why, and when you
can expect an answer;
• If you need referral, we will do it on your behalf by
phone or by email and copy it to you, and provide you
with the name of the person to contact, address and
contact details.