As the biggest known labour dispute resolution centre of its kind in the world, the CCMA plans to make its Johannesburg Fox Street office its flagship region. With twenty-three percent of the CCMA's national case load being managed at this office, the CCMA Governing Body has implemented plans to ensure that this office leads the way in improved service delivery.

Since the formation of the CCMA in 1996, almost seven hundred thousand disputes have been referred to the Johannesburg region.

Following an extensive restructuring process, the efficiencies and overall service delivery of the Fox Street office have noticeably improved.

Further improvements in efficiencies and overall user experience improvements are expected to flow from building renovations that are planned for later this year.

The following initiatives are also included in the Governing Body plan:

• Increasing the size of public areas in the Fox Street building, including the general public dispute referral department;
• New workflow systems with newly restructured pre and post-hearing departments.
• Resourcing of a new Mediation, Dispute Management & Prevention and Collective Bargaining Department;
• Filling all vacant Senior Commissioner and other management positions;
• Training all frontline staff in customer care and the effective use of the CCMA's world class electronic Case Management System (CMS);
• A proactive anti-tout campaign to promote the fact that CCMA services are free. Too many users are falling prey to touts who pretend to be CCMA officials and who charge massive fees for services that are otherwise free at the CCMA.

If you have any concerns about service delivery at the Johannesburg or any other office of the CCMA, please see the contact details for the various CCMA offices on page 8.