The short answer
You should contact Home Affairs and ask them to help.
The whole question
Dear Athalie
I started applying for an ID online but was unable to complete it. I went to Home Affairs for help completing the process but was told to delete my online application and start over. But when I tried, my application was no longer available.
Since then, I have gone to the Home Affairs offices numerous times, but no luck. I'm so frustrated and disappointed by the lack of progress. What should I do?
The long answer
This is the contact information for Home Affairs, just in case your brother does not have it:
Email: [email protected]
Contact centre number: 0800 60 11 90
To get Home Affairs to delete the now inaccessible online ID application, you may need to provide them with a certified copy of your birth certificate, as well as proof of why the online application can’t be accessed. This could be a screenshot of what happens when you try to access it, or a letter explaining the problem.
If the problem is not resolved by the above, you could escalate your complaint by making a sworn affidavit about the issue, which Home Affairs has failed to help resolve. You should give the dates of your repeated visits to Home Affairs and names of officials you dealt with, if you have them.
This affidavit can be emailed to [email protected]. You can also call the Ministerial hotline for complaints at 0800 2044 76.
As a last resort, unresolved service issue complaints can be directed to the Presidential Hotline at 17737. You could also email [email protected].
Wishing you the best,
Athalie
Answered on April 25, 2025, 1:06 p.m.
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