Services

 We provide the following services to our clients: 

• Agricultural Research Services
• Problem Identification
• Plan and design research
• Conduct Research
• Analyse, publish and communicate findings
• Provide training on request
• Perform admin related functions
• Staff development 

SERVICE STANDARDS 

We have set the following minimum standards for the level and quality of the services provided: 

BATHO PELE PRINCIPLES 

The provision of our services will be based on the principles of Batho Pele as enshrined in the KZN Citizens’ Charter, and we undertake to honour these principles by: 

Consultation: The Dundee Research Station will regularly consult with its clients through meetings and inter actions. 

Service standards:  The Dundee Research Station will develop precise and measurable service standards and will communicate such to its clients.

Access:  The Dundee Research Station will ensure equitable accessibility to services provided with consideration of physical and intellectual challenges of its clients.

Courtesy:  Empathizing with our clients and treating them with consideration and respect.  All employees of Dundee Research Station will, without exception, perform their duties with integrity in a professional, ethical (open and honest) and value adding manner.

Information:  The Dundee Research Station will make Agricultural related information available to all clients as well as interested parties.

Openness and transparency:  The Dundee Research Station will act in an open and transparent manner to its clients and stakeholders. 

Redress:  The Dundee Research Station is committed to finding solutions to the needs of its clients and stakeholders and will always respond to enquiries and requests for service in order to empower redress and advance our clients.  The Research Station will address services that are falling below the promised standards by providing a platform for complaints and commendation.

Value for money:  The Dundee Research Station will constantly find ways of providing our clients with an efficient and effective service and value for money. 

Innovation and service excellence:  The Dundee Research Station will create a conducive environment for innovation and service excellence for our employees and will recognise such.  All employees will strive to deliver excellent service to all our customers and stakeholders.  The Research Station will receive, analyse and respond to suggestions from internal as well as external stakeholders.

Impact of service delivery:  The Dundee Research Station will, at certain intervals, measure the impact that its service delivery has on its clients. 

Leadership and strategic direction:  The Dundee Research Station will provide proper leadership and clear strategic direction to its employees thus enabling them to perform towards the Research Stations goals.

OUR CLIENT’S RIGHTS 

You have the rights as enshrined in the Constitution and other relevant legislation as well as the Batho Pele principles as mentioned above, i.e. 

• Courteous behaviour at all times
• Access to full information
• Prompt and efficient service
• Redress and an apology for lapses in our service  

OUR CLIENT’S OBLIGATIONS 

In order for us to provide you with the required service, we would appreciate your cooperation in submitting the requested documents timeously.  We also expect you to accord our employees dignity and respect.

QUERIES AND COMPLAINTS

If the promised standard of delivery is not met, clients will be offered an apology, a full explanation and a speedy and effective remedy.

Queries and complaints can be presented to us by: 

• visiting the office where the complaint is directed
• submitting your complaint in writing to the relevant office

Should you not be satisfied with the response, the complaint can be directed to the Regional office as per contact details above 

We shall handle your complaint in a professional manner and respond immediately.  In the event that you are not satisfied with our response, you can contact the Head of Department. 

Verbal queries will be handled at the point of contact

Written queries will be responded to within 3 days of reaching the relevant person