Complaint Regarding Unproffesionalism reaction by staff

Dear Sir/Madam, I am writing to formally lodge a complaint regarding an incident that occurred at Mac Banana, KZN, on 22 February 2026 involving my granddaughter. While visiting the premises, my granddaughter was petting one of the ponies when the animal suddenly bit her on the arm, causing the wound to bleed. We immediately called for assistance as the injury required urgent attention. We were assisted by Mr. Wesley; however, his response to the situation was both dismissive and unprofessional. Instead of providing reassurance or appropriate first aid guidance, he responded arrogantly when we enquired whether a tet**** injection would be required. He stated that no medical attention was necessary because the animal was “more healthy than us.” Such a remark was highly inappropriate and unacceptable, particularly in a situation involving a distressed and injured child. Upon returning home, my granddaughter became unwell. Unfortunately, due to the late hour, medical facilities and pharmacies were not immediately accessible, which further increased our concern and distress. As parents and grandparents, we expect establishments that allow public interaction with animals to have proper safety measures in place, as well as trained staff capable of handling emergencies with professionalism, empathy, and urgency. The manner in which this situation was handled has caused us significant dissatisfaction and concern. We therefore request: A formal written apology from your establishment. A full investigation into the conduct of the staff member involved. Clarification on your safety protocols regarding animal interactions and injury management. This matter is serious, and we trust it will receive the urgent attention it deserves. We look forward to your prompt response. Yours faithfully, Jay Hemraj