The Editor, Sir:

I write in response to a letter published in The Gleaner on June 25, with the caption 'Problems with RGD service'. The letter, written by a Diane C, outlined that she has applied for a marriage certificate and is experiencing difficulty obtaining the document. She further states that she is not able to get any satisfactory answers from our office.

While I will not go into details about this particular case, I will use the fundamentals to provide public education for individuals who may have found themselves in a similar position.

Switchboard down

Let me use this opportunity to apologise to the customer for the challenges she experienced in reaching our office via telephone. Our switchboard was hit by lightning in September of 2007 and we are currently in the procurement process to source a supplier.

We have, however, provided over 15 cellular telephone numbers by which our customers may reach us. Additionally, since all our offices across Jamaica are linked electronically, a customer may contact any office and the RGD customer service representative will be able to handle the call and update the system for all to have access to the relevant application. We do conduct reviews of the flow of telephone traffic and, from time to time, increase the number of phones in service to satisfy the calls.

Regional offices

Additionally, customers may be able to access information on the progress of their applications at our nine regional offices. These numbers are listed on our website at www.rgd.gov.jm. The numbers are also listed in the directory.

Customers may further access the status of their applications by using the query feature available on our website. RGD allows customers, in the privacy of their home, to track the progress of an application during several stages until its delivery, and then a tracking number for the relevant courier is provided where applicable.

The writer raised a crucial point when she indicated that she cannot get any "satisfactory" answers regarding her marriage certificate that was issued in 1993. We observe from our Application Tracking System that in the six weeks since the application was paid for, the applicant, who is not the writer of the letter, was communicated with four times. The first communication was made on June 4, 2008, six days later we advised the applicant that the marriage was not seen in the system.

'Bridal copy'

When a marriage is not seen in our system, it means that the marriage record may not have been brought into our office by the marriage officer. The RGD can only produce a marriage certificate from the record submitted by the marriage officer. In the event that a marriage is not seen, we usually advise the customer to bring in the 'bridal copy'. The bridal copy is the record that would have been handed to the couple on the wedding day by the marriage officer. In other crucial instances, the RGD may ask for other evidence such as photos of the wedding.

The customer was also concerned regarding the time the certificate was taking to be produced. We want to remind the public that the RGD offers three services - the express, seven-day and ordinary. Customers who pay $750, as in this case, pay for the ordinary service. This is satisfied within two to six weeks after payment. In the case of this customer, the certificates are not yet due.

Since becoming an executive agency in 1999, the RGD has conducted quarterly training of marriage officers. Marriage officers are mandated to submit their records within 24 hours of the marriage taking place.

I am, etc.,

PATRICIA HOLNESS

CEO RGD