Purpose

As a client-centric organisation, the South African Civil Aviation Authority (SACAA) remains firmly committed to strengthening its performance and organisational responsiveness, ensuring that services are delivered with optimal efficiency and within reasonable and clearly defined timelines.

Central to this commitment is the implementation of Service Level Standards (SLS’s), which underpin the organisation’s strategic objective of delivering service excellence.

To this end, over the past year, SACAA has undertaken a comprehensive review and refinement of the SLS’s to enhance operational efficiency, consistency, quality, and regulatory compliance.

These standards are designed to facilitate the timely and effective processing of requests and applications, while promoting a seamless, transparent, and customer-focused service experience. They also serve to manage stakeholder expectations with clarity and reinforce accountability across all areas of service delivery.

Turnaround Times

The turnaround times indicated on the SLS’s are an indication of the maximum amount of time it will take to process applications, respond to enquiries, complaints and so forth, as received by the applicable division.

The calculation of the applicable turnaround time starts at the same time on the next day after the email is received (Example: If an email is received at 3:00 PM on Monday, the turnaround time starts at 3:00 PM on Tuesday).

Additionally, the timeframes are based on the understanding that the following requirements have been met:

• Submission of a correctly completed application, including all relevant supporting documentation.
• Submission by an authorized individual or on behalf of a duly approved organisation.
• Provision of all requested information in a compliant and timely manner.
• Provision of all requested information in a satisfactory and timely manner.
• Payment of the applicable fees.
• Timely access to facilities, personnel, or aircraft where applicable.

Conditions Applicable to New Applications

• It is the responsibility of the applicant to ensure that all applications are submitted in accordance with the applicable regulations, are complete and accurate, and are accompanied by the prescribed fees.
• Incomplete applications will not be processed until all outstanding information has been received.
• Applications that are incorrect, incomplete, or non-compliant may result in processing delays.

We encourage all customers and stakeholders to familiarize themselves with the published SLS’s, to better understand our commitments and shared responsibilities in achieving efficient service delivery.

• Aviation Safety Operations and Safety Standards and Assurance
• Aviation Security
• Aviation Infrastructure
• Accidents and Incidents Investigation Division

Escalation Business Titles and Turn Around Time

• 1^st Level: Manager – 5 Calendar days
• 2^nd Level: Senior Manager – 5 Calendar days
• 3^rd Level: Executive – 5 Calendar days
• 4^th Level: DCA – 5 Calendar days