Cyril Ramaphosa recently called on South Africans to stop moaning and instead, find solutions to their problems. I disagree with him. South Africans should become even bigger moaners and thus find solutions to our problems.

There is a crisis of low expectations. This has resulted in a culture of ‘anything goes.' Too many South Africans expect too little and the result is that those who serve them live down to their expectations.

Many black South Africans became used to being treated badly and instead of expecting the best, resignedly accept inferior service without complaint. This is particularly evident in some government and municipal offices where officials have the power and some abuse it to render service as a favour instead of as a right, if they give service at all. Why do people tolerate this? They should complain and make it plain they will not put up with bad service. After all, why should they?

Many white South Africans have become a little nervous of complaining in case they are accused of being racists if the person is black. The cry of ‘racism' is a convenient fig-leaf for some who use it to excuse bad or inefficient service and it is pernicious and must be seen for the blackmail tactic that it is. Bad service is not about race.

Poor service is not all-pervasive, however. There are some points of light. When my wife and I returned to South Africa from Thailand, we were very favourably struck by the vast improvement in service standards in many shops and restaurants. The penny dropped when we realised that competition for these jobs is fierce. They are sought after and looked after. Many of these workers are dependent on tips and sales commissions and they know these are far more generous if good, pleasant and efficient service is rendered. People ought to be generous with tips if the service is good and withhold tips if the service is poor. Don't hesitate to complain if it is necessary. Complaint does not have to be shouted and bombastic; it can be quiet and tactful.

There are improvements in some government departments too. Our experience in the Department of International Relations and Co-operation was that some of the young officials are superb. As soon as the nepotistic appointments have been made and one gets to competition on merit, with six or seven applicants to choose from, a far better type of official emerges. Young people cannot claim appointment on the basis of struggle credentials but on qualifications and ability to do the job.

We need to get to the stage where it is not the unions that rule South Africa, but the people. We are entitled to good service - after all we pay for it, either through income tax or vat - and we should be heard to insist on our rights. We are entitled to good governance and if it is not happening, we should make clear our dissatisfaction. Tell them why, and then chuck the bums out. Replace them with politicians and officials who want to serve the people, and not themselves.

Douglas Gibson is former Opposition chief whip and ambassador to Thailand. He can be followed on Twitter @dhmgibson

This article first appeared in the Citizen.

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