Customer and Operator Services


The services rendered under operator relations include various functions that are meant to maintain sound relations with passenger (taxi and bus) operators and freight operators, thereby identifying their needs, requirements and developing programmes and interventions customised to address such. Some of the specific functions to be carried out in this area of work include the following:

1. Ensuring Customer satisfaction.

There are mechanisms that are used to assist the Agency to acquire types of constraints operators encounter on the routes. The issues raised are registered in the constraint register with a purpose of taking action to address such issue and provide feedback to operators within specified time frames.

The following are some of the mechanisms used:

  • One-on-one consultation- operator engagement programme whereby operators are visited at their areas of operations to discuss impediments they experience in their cross-border business operations.
  • Cross-Border Operators’ Forum-a quarterly feedback and engagement platform for operators with the objective of evaluating services rendered by the Agency, as well as to share information that would benefit operators.
  • Route Committee meetings- this meetings are route based platform, focusing specifically on challenges encountered on a particular route by al operators’ categories, passengers and freight.

2. Conflicts Resolution and Management

The Agency uses this initiative to identify a peaceful solution or agreement among associations in conflict. Conflicts are an inevitable element in the industry. They commonly happen between taxi associations that compete for a route or even between a bus operator and taxi association. The following are steps and procedures that may be taken in resolving conflicts depending on the nature and complexity of conflict;-

Registration of Conflicts – reporting of conflict by conflicted party, the conflict is lodged in the conflict register to enable proper monitoring. Conflicts are usually route based and therefore may be reported to the following officers;-

 3. The Promotion of Road Safety and self-regulation In line with this, the Agency developed a framework that guides activities to implement in promotion of road safety and self-regulation. Among those are;-

  • Conduct road safety awareness campaigns
  • Inculcate habits that promote driver health and wellness,
  • Encourage operators to prioritise on road worthiness
  • Soon to be introduced is Driver skills training
  • Currently under development is the Customer Service Charter for associations that is done in partnership with the National Cross Border Taxi Organization

 4. Ensuring good governance within the taxi industry

  • In line with recommendations by the National Taxi Task Team (NTTT) in 1995 as mandated by the Minister of Transport, the industry need formalization and professionalism
  • Assist women in the industry to organize themselves into Women’s Fora that can be the best platform to handle challenges that women face.
  • Develop Terms of Reference and guidelines for taxi women’s for a
  • Assist associations to develop/review associations constitutions


As the Agency has a mandate to empower the cross-border road transport industry to maximize business opportunities and to regulate themselves incrementally to improve safety, security, reliability, quality and efficiency of services.

There are services rendered to ensure fulfilment of this mandate. , the role of this sub-unit is mainly to lead the Agency’s activities in empowering cross-border operators to maximize business opportunities and to regulate themselves incrementally to improve safety, security, reliability, quality and efficiency of services.

These are achieved through the following objectives:-

1. Entrepreneurship and Enterprise Development,

  • Developing guidelines and basic tools for entering the cross border market,
  • Creates platforms for networking and information-sharing,
  • Assist those interested in entering the cross border market to identify viable business,
  • Improving the competencies and delivery capacity of small enterprises through facilitating training and capacity building of the industry. The following areas are given top priority, i.e Business Planning and Management, Leadership Skills and Financial management

2. SMME Support

  • Advisory services. This entails identification and recommendation of business and/or corridors that have a high possibility for viable and sustainable business. Interested or prospective entrants into the markets are given information to consider as they decide on business they wish to pursue.
  • Business planning services. This was not done in the past but recently introduced. The area focuses on provision of business planning services to aspiring business people and even those that are already operating but willing to expand.
  • Business Forecast – This is mainly economic & financial modelling. The area is still being introduced and its functionality is subject to appointment of a specialist. This area speculates on the future of a particular business and develops financial plans that will form part of business plans.
  • Assessment of business performance – This is about assessment of old business to those who may be keen to re-engineer their businesses.
Increase participation in border management operations and corridors development


In order to render a seamless flow of cross border movement of passengers and goods, the agency participates in various Border Management activities and Corridor Development initiatives. The Division represents the Agency on the following Border Management Institutions

a)   The Border Control Operational Coordinating Committee (BCOCC) – This

is an affiliated structure of the Justice, Crime Prevention and Security

Cluster and was mandated in 2005 to strategically manage the South African border environment in a coordinated manner. The Agency through the FID division is a member of the BCOCC National Steering Committee and participates in four (5) Provincial (Limpopo, Mpumalanga, North West, Gauteng and Free State) BCOCC Committees. See the link for further information regarding the BCOCC and RSA various borders operating hours

b)   The Inter-Border Committees – These are institutions created at Beit-Bridge, Lebombo and Maseru Ports of Entry (PoE). They comprise local BCOCC and the neighbouring country’s departments/agencies represented at the Ports of Entry to look at local/border operational constraints as well as to enhance border efficiencies. The C-BRTA is represented and participates at these bodies.

c)    The Border Management Agency Project Management Office (BMA-PMO) – This institution operates under the auspices of the Department of Home Affairs.

The C-BRTA, being a member of the BCOCC SteerCom, participates in various BMA Task Groups which are responsible for developing the BMA policies and legislation. As part of the objective to increase participation in border management operations, the division fully participates in the establishment process of the BMA.


The C-BRTA is the key partner of various corridors development structures established by the Government(s) of countries in the SADC region to develop, maintain and manage infrastructure and services on road corridors.

  1. The Agency is currently represented in the Trans-Kalahari Corridor (TKC) Working Groups which jointly manages the TKC Corridor with Botswana and Namibia.
  2. As part of the Public-Private-Partnership the Agency plays a vital role in the Maputo Corridor by being a member of the Maputo Corridor Logistics Initiatives (MCLI) with Mozambique and Swaziland.
  3. In order to ensure effective implementation of the Southern Africa Customs Union (SACU) Memorandum of Understanding (MoU) the Division is actively participating in the transport working groups to ensure harmonization of transport regulations aimed at facilitating trade amongst SACU member states.

3. Resolution of Constraints – As part of the initiative to ensure seamless movement of passengers and goods between the RSA and neighbouring states, the Agency identifies and addresses various constraints experienced and reported by cross -border operators and/or affected parties. Constraints are an inevitable element in the industry and various corridors. They commonly experienced throughout the SADC region. The following are steps and procedures that may be taken in resolving constraints depending on the nature and complexity of the reported constraints;-

Registration of Constraints – upon reporting of constraints by the operator, member state or even another government entity, the constraint is lodged in the constraints register to enable proper monitoring and status.

Conflicts are currently being handled by the following Managers in the Division:

  • Corridors (TKC, Maputo, NSC and SACU)
    Dawid Noah – 012 012 471 2077 / 012 471 2000
    Email address –
  • Borders and Government Departments
    Aletta Lephalala 012 471 2065 / 012 471 2000
    Email address –

4. Develop cross-border industry partnerships.

In terms of section 35 of the Cross Border Act, key stakeholders have been identified who have a direct impact on the efficient and effective functioning of the C-BRTA. FID has further developed partnerships with Municipalities, Government Agencies, Provincial Governments as well as the private sector to enhance the value chain of the cross border operations and communicate strategic value proposition.

The Agency further developed the Industry Partnership Development Plan (IPDP) to primarily prioritise and mobilise key stakeholders to support the C-BRTA in concretising its legal mandate of facilitating unimpeded flow of cross border movements. Secondly to determine specific needs of stakeholders in order to add value to them and to identify key economic, trade and operational areas where the Agency can enhance efficiency through partnerships. The C-BRTA Stakeholder map as well as prioritisation matrix exist to determine the engagement objectives as well as benefits derived from the partnerships.