Service Delivery Charter for the DIRCO Consular Section at the South African Embassy in Moscow, Russian Federation
1. Who are we?
We are the Department of International Relations and Cooperation
(DIRCO) Consular Section at the South African Embassy in Moscow, Russia.
2. Where can we be found?
The South African Embassy is situated at Granatny Pereulok 1, building 9, Moscow 123001, Russia.
The Consular Section works in close collaboration with the
Chief Directorate: Consular Services at the Department of International
Relations and Cooperation in Pretoria, the Department of Home Affairs
and other Government Departments not represented abroad. The services
listed are often performed in conjunction with this Chief Directorate.
The responsible consular official in Pretoria is Mr Alfred Brown and can
be contacted at telephone number + 27 12 351 1252 or e-mail: BrownA@dirco.gov.za
Emergency consular services are available on a 24-hour basis. A
consular official will be available to provide specialised guidance and
assistance after hours and over weekends. Our after-hours emergency
telephone number is +7 916-569-1112.
3. The services we provide:
In brief, Consular Services describe the services and
assistance the Embassy is able to provide for South African citizens
abroad. Our services are available on weekdays, Monday – Friday
(excluding public holidays) during consular office hours 8:30-17:00.
After hours services will only be rendered in the case of an emergency.
Emergency consular services describe services rendered in the case of
distress, serious illness or death of a South African citizen abroad,
natural disasters and evacuation where South African citizens are
involved. It excludes any enquiries of a general nature.
3.1 We provide the following services:
3.1.1 Protection and Assistance to South African Citizens Abroad:
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We respond to emergencies (all
situations involving health, safety, security and wellbeing of South
African citizens abroad). This includes providing a support service in
hostage cases as well as assistance in evacuation planning of South
African citizens abroad in cases of political turmoil or natural
disasters);
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In the event of an emergency, we
communicate on behalf of family and/or friends in South Africa with
South African citizens abroad and vice versa;
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We provide logistical support and
non-financial assistance for repatriation and urgently needed medical
or professional attention. Professional attention includes information
regarding legal services available in the event of detention or threat
of detention;
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We notify the next of kin in the
event of death: The consular official will immediately notify the
consular officer at the Directorate: Consular Services who will notify
the next of kin via the official channels;
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We assist in the search for missing persons abroad and/or determination of the whereabouts of South African citizens abroad;
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We assist South African citizens
in distress by facilitating the payment of funds to these citizens
deposited by family members or friends in South Africa. If family
members are unable to assist, we provide assistance to apply for
refundable, limited, financial assistance at the Department of Home
Affairs;
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Child Custody, including
abductions and adoptions: We provide advice, guidance and support to a
custodial parent/guardian. Where there is evidence that the health and
safety of the child is in jeopardy, the matter is treated as an
emergency;
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Kidnapping and hostage taking
covers forcible restrictions on the freedom of movement of all persons.
All instances of kidnapping in Russia and Belarus will be reported to
the Department of Foreign Affairs’ Operations Room immediately. We
provide guidance and advice to affected citizens and their families;
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We provide non-financial
assistance and support to defrauded South African citizens and we report
scams and other fraudulent activities to the South African Police
Service;
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We provide invigilation services
to foreigners and South African citizens to write exams with registered
South African academic institutions (i.e. UNISA exams).
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We maintain a register of South
African citizens residing in Russia. This register is kept to enable the
Embassy to communicate with its citizens when necessary. You are
encouraged to register with our office by completing the registration
form online at http://www.dfa.gov.za/consular/index.html or by requesting a registration form to be forwarded to you.
3.1.2 Assistance to South African Citizens in Detention:
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We establish and maintain contact
with arrested South African citizens abroad with due observance of the
law and regulations of the arresting State. This
service is rendered to ensure that South Africans who have been
arrested, detained or imprisoned under foreign jurisdictions understand
their rights and the services that can be provided by the South African
Government. Prisoners are defined as persons who have been tried,
convicted and sentenced. Depending on specific circumstances, contact
will be in person, in writing, by telephone or through appropriate
intermediaries;
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We endeavour to visit South
African citizens in prison once every three months. However, distance,
logistics and local circumstances will play a role;
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We assist South African citizens
in prison abroad by facilitating the payment of funds paid by family
members or friends in South Africa;
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We facilitate the delivery of
letters and/or medication to South African prisoners abroad, sent by
family and/or friends from South Africa, subject to the provisions and
prevailing fees of the Department of Foreign Affairs as may be amended
from time to time and also in compliance with the laws and regulations
of the country of arrest/imprisonment.
3.1.3 Information – South Africa:
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We provide information and advice
to South Africans and foreigners on subjects regarding South Africa for
which there are frequent requests. These subjects include but are not
limited to customs regulations, civil aviation, taxation, pensions,
social & legal services, travel, banking and education.
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The information and advice will
be of a general nature. This office is not in a position to provide
specialised advice. The information will often be in the form of
directives for the enquirer to the relevant department or institution.
No private company will be favoured.
3.1.4 Information – Local:
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We provide information and advice
to South African citizens on subjects regarding Russia and Belarus for
which there are frequent requests. These subjects include but are not
limited to customs regulations, civil aviation, taxation, pensions,
social and legal services, travel, banking and education.
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The information and advice will
be of a general nature. This office is not in a position to provide
specialised advice. The information will often be in the form of
directives for the enquirer to the relevant department or institution.
No private company will be favoured.
3.1.5 Legal and Notary:
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Upon instruction from the
Department of Justice, this office formally transmits documents in
private legal matters to the relevant authorities and/or individuals;
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We act as a Commissioner of Oaths (South African documents only);
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Service of Process and
Maintenance Orders: We facilitate the process via judicial channels to
have documents served on defendants abroad;
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We facilitate other legal
processes via judicial channels when requested to do so by the
authorised authorities. These processes include but are not limited to
requests for extradition, rogatory letters, edictal citations and
evidence on commission.
3.2 You will be able to make use of these services by:
Contacting our office via any of the following means:
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In person, during consular hours by appointment only;
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By contacting our office at telephone No +7 (495) 926-1177 or fax No +7 (495) 926-1178;
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By mail. The address to be used is: Granatny Pereulok 1, building 9, 123001 Moscow, Russia.
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By e-mail at BarnardM@dirco.gov.za
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In the case of an after hours emergency only, you can reach the Consular Section by dialling +7 916-569-1112
3.3 Before requesting a service:
Each case determines the documents
needed to enable this office to render assistance. A valid form of
identification, i.e. identity document or passport, may be requested.
When in doubt, you are advised to contact the office before requesting a
service. It may save you time later. You can also visit our website at www.saembassy.rufor more information.
IMPORTANT NOTE
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We do NOT provide the following services
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Remove children without the assistance of the local authorities and without the authorisation of the court.
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Instigate court proceedings or obtain legal advice on behalf of South African citizens.
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Intervene in local judicial procedures to get South African citizens out of prison, on bail or an early trial.
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Pay any expenses on
behalf of citizens from State funds, i.e. medical bills, hotel or legal
fees, air tickets, transport, food, funerals, cremation or return of
mortal remains.
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Obtain accommodation or any permits (i.e. work permits, study permits, etc) on behalf of South African citizens.
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Conduct investigations related to an offence.
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Support a South African citizen financially whilst in prison.
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Travel to dangerous areas to visit prisoners/detainees or provide consular support in such cases.
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Conduct a search without
the assistance of local authorities or provide information regarding the
whereabouts of a South African citizen without the express consent of
that citizen.
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Assist with the transfer of funds to a citizen who is not in distress.
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4. Our service standards:
The Consular Section at the South African Embassy in Moscow is
committed to providing an effective and efficient service to all our
customers throughout the world, irrespective of national origin, age,
gender or religious orientation. Our commitment is to service that can
be clearly determined and measured at all times in terms of sensitivity,
empathy, courtesy, speed, accuracy and fairness.
We commit ourselves to the principles of service delivery
(consultation, service standards, access, courtesy, information,
openness & transparency, redress and value for money) and will
indicate to you as our customers what you can expect from us with regard
to service delivery standards.
The services listed in the Schedules are meant to be generic
and the listing is not intended as a definitive itemisation of the range
of requests that consular staff are expected to respond to. The
listings will be reviewed from time to time in order to keep it current
with changing conditions.
The reaction times provided in the minimum operational
standards are targets based on best efforts and existing conditions. Our
ability to meet the stated times in the Service Delivery Standards are,
in many instances, governed by factors that are beyond our control.
Notwithstanding, we will make every effort to meet the stated standard.
When it is not possible to do so, we will explain to our customers the
reasons for not being able to meet the required standards.
It is very important to note that during times of emergencies
and disasters these matters will receive preference. During such periods
all other consular services rendered may be limited and the timeframes
set out in the standards may not be met.
4.1 We have set the following minimum professional standards for the level and quality of services we provide:
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We serve all customers in an unbiased, polite, helpful and impartial manner;
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We dress appropriately and professionally, respecting our customers;
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All members of the public are treated as customers who are entitled to receive high standards of service;
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We are punctual in the execution of our duties and are committed to timely service;
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We co-operate fully with other employees to advance the
public interest. We share information, work as a team to maintain the
standards and to achieve our objectives;
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We execute all reasonable instructions by persons officially assigned to issue them;
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We execute our duties in a professional, competent and accountable manner;
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We honour the confidentiality of matters, documents and discussions;
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We take responsibility for our own work and the work and workflow of the Embassy as a whole;
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All services rendered shall be communicated to customers in
English or the official language of Russia. If a South African customer wishes
to be served in any of the other official languages, every attempt will
be made to find an employee in the Embassy to assist in customer’s
language of choice;
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All effort is made to avoid error. Accuracy of at least 90% is guaranteed;
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The Consular Section is in continuous consultation with
relevant role-players to ensure that information provided to the public
is correct and up to date. Information provided by this section is
reliable subject only to the accuracy and timeousness of data received
from outside agencies;
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In order to provide the best possible service to our
customers, an employee deal with one customer/case/telephone enquiry at a
time, giving the customer his/her full attention during this period;
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Our consular hours are from 8:00h to 17:00h, Mondays to
Fridays (excluding public holidays). These restricted hours do not apply
to South Africans requiring emergency services. Members of the consular
staff will respond to persons telephoning the emergency telephone
number requesting emergency services, regardless of the time;
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The Vienna Convention on Consular Relations, 1963 includes
corporate customers within its ambit. As such, South African corporate
legal entities are entitled to consular services in the same manner as
individuals, exclusive of intervention in commercial, civil or criminal
disputes where recourse to recognised legal recourse is available.
4.2 We have set the following minimum operational standards for the level and quality of services we provide in terms of Consular Services:
SERVICE
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TIME
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Consular Protection & Assistance:
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Respond to emergencies
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Immediately
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Communications with family and/or friends in the event of an emergency
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12 Hours
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Assistance for repatriation, urgently required medical or professional attention
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24 Hours
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Notification of next of kin in the event of death (through Head Office)
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Immediately
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Notification of next of kin in the event of life-threatening illness or injury
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Immediately
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Assist in search for missing persons
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12 Hours
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Facilitating financial transfers and/or applications for financial assistance
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24 Hours
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Provide advice & guidance regarding child custody, abduction & adoption
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24 Hours
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Reporting of and providing guidance & support regarding kidnapping
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Immediately
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Reporting of and providing of assistance and support to defrauded citizens
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12 Hours
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Provide invigilation services for South African exams
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As required
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Maintain a register of South African citizens in the Russian Federation.
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Continuous
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Prisoners:
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Contact with prisoners
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Currently not applicable
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Facilitate the payment of funds paid by family/friends in South Africa
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Currently not applicable
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Facilitate the delivery of letters and/or medication to prisoners
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Currently not applicable
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Information (South Africa) –Requests for information & advice on:
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Customs regulations
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72 Hours
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Civil aviation
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72 Hours
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Taxation
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72 Hours
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Pensions
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72 Hours
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Social and legal services
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72 Hours
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Travel
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24 Hours
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Banking
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72 Hours
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Education
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72 Hours
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Information (Local) –Requests for information & advice on:
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Customs regulations
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72 Hours
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Civil aviation
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72 Hours
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Taxation
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72 Hours
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Pensions
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72 Hours
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Social and legal services
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72 Hours
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Travel
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24 Hours
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Banking
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72 Hours
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Education
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72 Hours
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Legal and Notary:
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Transmit documents in private legal matters
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72 Hours
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Act as a Commissioner of Oaths
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By appointment
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Legalisation: Authenticate signatures of Foreign Ministry officials
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By appointment
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Facilitate Services of Process and Maintenance Orders
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72 Hours
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Facilitate other legal processes
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72 Hours
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Ad hoc Consular Support Services
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72 Hours
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Time refers to response time during
working days and may be subject to factors beyond our control. Each
consular case develops according to its own dynamics and complexity. We
facilitate the process but the exact timeframe for completing a case
cannot be pre-determined.
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4.3 Our performance against our standards:
A record is kept of the number of documents and
cases processed each day, the number of errors and complaints received.
Corrective measures will be taken. A complaints/suggestion box has been
placed at Reception. Alternatively the customer can contact the Head of
Management at e-mail addressBarnardM@dirco.gov.za or
telephonically at +7 (495) 926-1177. We will respond to all complaints
and suggestions received within one week of receipt thereof. We welcome
comments and suggestions on our service and its quality.
In return we expect the public to be civil and courteous and to respect the dignity of our officials at all times.