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The Zimbabwe National Water Authority has committed itself to the provision of high quality service to its clients and stakeholders. This quality service is only possible when both the Authority and its clients are fully aware of their obligations. These obligations and rights are enshrined in the ZINWA client service charter. The charter spells out the minimum service delivery standards which the Authority commits itself to.

In the charter, ZINWA has committed to certain standards such as reacting to water supply breakdowns within 48 hours of notification and welcoming any suggestions, complaints and compliments from its clients pertaining to their experiences and ideas on how service delivery can be improved.

The Authority has also committed itself to operating within the law and transparently. To that end ZINWA has committed itself to non tolerance of corruption, favouritism or any form of discrimination on clients.

ZINWA has also given the clients the right to speak to the next senior staff member whenever they feel that they are not receiving satisfactory service from the persons they will be dealing with.

The Authority has also committed itself to providing pro active information to clients orally or in print or electronic forms.
However, the Authority can only meet these minimum service standards with the full co-operation of clients. Clients need to play their part for the efficient delivery service.

On their part, clients should settle their bills whenever they fall due or make payment plans before they get disconnected.
Clients should also have the relevant documentation for their water use. This includes permits for raw water users and borehole owners.

ZIINWA also appeals to clients to be honest in providing any additional information that the Authority may request as this ensures that they get quality service.
ZINWA clients should also be co-operative in all business dealings with the Authority.

The Authority’s staff has the obligation to carry out their duties diligently and professionally and treat clients with respect and courtesy.
Clients should refrain from any corrupt tendencies in all dealings with ZINWA staff. It is actually in their best interest to report any corrupt activities by ZINWA staff.

In most cases corruption has proved to be a two-way affair clients should ensure that they play their part in stopping the scourge.
Participating in corrupt activities only serves to compromise the quality of the service they will receive.

Where clients write to ZINWA raising any complaints or applying for any service, they are advised to ensure that their communications are accompanied by the relevant documentation and evidence. This guarantees them quick resolutions to their complaints and applications.

Clients also have the obligation to notify ZINWA about changes in their accounts status as soon as they occur so that they receive service that corresponds with the new status.
So from the above it is clear that there is need for both ZINWA and its clients to work together as this ensures quality service.

For more information please 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.