The Zimbabwe National Water Authority strives to be a customer centric organisation and will endeavour to give its clients the best services in its bid to ensure guaranteed water security for all citizens. The Authority believes and appreciates that clients are the very fuel that drives any organisation hence the need to give them the best customer experience that is second to none.To that end ZINWA commits itself to the fulfilment of its client service charter which puts the client at the centre of the organisation’s operations and drive.
Service commitments and
standards
In terms of our client service charter ZINWA commits itself to the following standards:
All clients who call at its offices, banking halls and any other ZINWA premises will be attended to within 10 minutes of arrival
Our staff will clearly identify themselves and treat clients with courtesy and respect
ZINWA will be fair and reasonable at all times
Resolution of complaints/ queries and decisions communicated within 14 days from date of receipt of the letter of complaint
Acknowledgement of all mail correspondence within three days of receipt
Reacting to water supply breakdowns within 48 hours of notification
Our obligations to clients
In the execution of mandate, ZINWA:
Is accountable to the nation for equitable water distribution
Shall conduct its business in accordance with the laws of Zimbabwe
Does not tolerate corruption, favouritism and discrimination
Welcomes feedback which is highly valued because it is used as an indicator of our performance against our service standards
Shall carry out duties professionally, diligently and courteously
Clients have the right to speak to the next senior staff member or head of section they are dealing with
Is committed to providing proactive client information which includes making relevant information available to clients, orally, in print/ electronic media by means of pamphlets, posters and other relevant materials
Client obligations
For clients to receive cutting edge service, ZINWA expects clients:
To pay their bills when they fall due
To use water in a sustainable manner
To have the relevant documents pertaining to water use and to make payments due within the required time
To be open and honest in providing any additional information that may be requested as this helps to ensure they get quality service
To be honest and cooperative in all business dealings with ZINWA
To refrain from any corrupt tendencies in all dealings with ZINWA staff. It is in the clients’ best interest to report corrupt activities by staff and any member of the public
To treat ZINWA staff with courtesy and respect
To ensure that all written communication, i.e. complaints and applications are accompanied by the relevant documentation and evidence
To give ZINWA details of changes in the status of their accounts as soon as they occur.
These minimum standards should always guide the interaction between clients and ZINWA.
Clients should always strive to give us feedback on their service experience and help us improve our service to them.
Feedback can also be given through our Call Centre numbers (04) 850 261, 850 066 and 008677004339
POS Machines
In our quest to improve convenience to the clients, ZINWA has installed Point of Sale Machines at its Catchment Offices countrywide while the roll out programme is underway for the instalment of the machines at all major water supply stations.
For more information you can contact the Zinwa Corporate Communications and Marketing Department on [email protected] or visit www.zinwa.co.zw. You can also like the Zimbabwe National Water Authority Facebook Page or follow us on our Twitter handle @zinwawater.