The Unemployment Insurance Fund (UIF) uFiling system, for both registration and claims, has not been working properly since February.
Users of the online system have been frustrated with the lack of communication and response from the call centre.
UIF communications director Makhosonke Buthelezi attributed the system failure to the upgrades after the data centre was relocated to new premises.
CapeTalk listeners called in to share their experiences with the system.
I've spent four to five hours on the line waiting to speak to somebody. The first time I got through to speak to a person I was told I'm not the only one complaining, a call will be logged and they will get back to me. She then hang up on me.— Mark, Caller
Subsequent to that they don't answer their phones and don't reply to emails...— Mark, Caller
Buthelezi says there's a meeting scheduled for Friday with the service provider to try and resolve the problem.
We said they need to come up with a resolution to these problems because it creates a lot of stress and frustration for our clients.— Makhosonke Buthelezi, Director of communication and marketing - UIF
The system is currently working at 60%, says Buthelezi. The challenges are currently with the historical data which creates problems for those who've always used the system.
He says everything is running smoothly for those making claims and for new registrations.
There will be consequences for the service provider for failing to deliver and for not meeting the due date.
There will certainly be consequences because contractually there are standards they're supposed to meet and if they fail there are consequences.— Makhosonke Buthelezi, Director of communication and marketing - UIF
To hear the rest of the conversation, listen below: