In his State of the Nation Address in June 2009, President Jacob Zuma emphasized the need to promote a government that is responsive, interactive and effective. As head of government he would take the lead, he said. In September 2009, he established the Presidential Hotline, a service for members of the public to raise their concerns about the service they are receiving from government departments and agencies.
The Presidential Hotline contributes to the National Development Plan, enabling the realization of a developmental, capable and ethical state that treats citizens in dignity. Weak systems of managing complaints, and inadequate resolutions, posed a risk to the building of trust between citizens and government.
The Presidential Hotline strives to be a model for responsive and accountable complaints systems. Within its first year of operation 75 873 valid complaints and enquiries were logged. After four year the number of complaints and enquiries received via the call centre as well as via emails and letters has reached 179 326.