The Batho Pele principles

The Batho Pele (“People First”) principles are aligned to the Constitution – know the service you’re entitled to. Government officials must follow the “Batho Pele” principles which require public servants to be polite, open and transparent and to deliver good service to the public.

1. Consultation
Citizens should be consulted about the level and quality of the public services they receive and, wherever possible, should be given a choice about the services that are offered.

2. Service standards
Citizens should be told what level and quality of public service they will receive so that they are aware of what to expect. 

3. Access
All citizens should have equal access to the services to which they are entitled. 

4. Courtesy
Citizens should be treated with courtesy and consideration. 

5. Information
Citizens should be given full accurate information about the public services they are entitled to receive.

6. Openness and transparency
Citizens should be told how national and provincial departments are run, how much they cost and who is in charge.

7. Redress
If the promised standard of service is not delivered, citizens should be offered an apology, a full explanation and a speedy and effective remedy; and when complaints are made, citizens should receive a sympathetic, positive response.

8. Value for money
Public services should be provided economically and efficiently in order to give citizens the best possible value for money.