SWAZILAND
5. How do people lodge their complaints with SRA? Please briefly outline your complaints procedure that could be followed by ordinary Swazi citizens.
Part 1: Requests for written information
n = 20
Yes
No
Additional Information
1.Is there an official designated to take and respond to information request? {Please
state the title of the official in ‘Additional Information’)
•
Director of Communications
2.Did the institution reply within 21 days? (If less than seven please state in ‘Additional
Information’)
•
Replied after 12 days
•
3. Did the institution respond to your request for information?
4. Did the person dealing with your request have a friendly and helpful attitude?
•
5. Did the official provide reasonable advice and assistance when seeking information?
•
The official gave a toll free number for
reporting fraud
6. Did officials provide all of the information requested? (If partial please mark ‘No’ and
indicate in ‘Additional Information’ how much of the information requested was
supplied)
•
7. Did the institution provide written reasons for refusal of information? (If information
was not refused, please contact the institution to find out what the policy is in this
regard – if the institution supplies written reasons for refusal mark ‘Yes’)
•
8. Did the institution disclose information about its operations, budget, structure etc.
•
9. Did the institution acknowledge your request for information within 7 days?
•
10. Was the information received clear and understandable?
•
The official was reportedly out of office in
the 1st and 2nd week
Question 4 - the official disputed
receiving any complaints
Official was said to be out of the country
within the first week
Total Score: 14/20
Part 2: Oral request for information
n = 20
1.Is there an official designated to take and respond to information request? {Please
state the title of the official in ‘Additional Information’)
Yes
No
Additional Information
•
Director of Communications
2.Did the institution reply within 21 days? (If less than seven please state in ‘Additional
Information’)
•
3. Did the institution respond to your oral request for information?
•
4. Did the person dealing with your request have a friendly and helpful attitude?
•
5. Did the official provide reasonable advice and assistance when seeking information?
•
The official’s secretary could not answer
The secretary recommended to keep on
trying when the official is less busy
6. Did officials provide all of the information requested? (If partial please mark ‘No’ and
indicate in ‘Additional Information’ how much of the information requested was
supplied)
•
There were questions the secretary could
not respond to
7. Did the institution provide written reasons for refusal of information? (If information
was not refused, please contact the institution to find out what the policy is in this
regard – if the institution supplies written reasons for refusal mark ‘Yes’)
•
Reasons were given orally, over the
phone.
8. Did the institution disclose information about its operations, budget, structure etc.
•
9. Did the institution acknowledge your request for information within 7 days?
•
10. Was the information received clear and understandable?
•
Except of the budget
Total Score: 12/20
71