ZINWA Client Service Charter

We commit ourselves to meet the following minimum standards in our service delivery:

• Providing a stable water supply to our clients.
• All clients who call at our offices will be attended to within 10 minutes of arrival.
• Our staff will clearly identify themselves and treat clients with courtesy and respect.
• We will deal with all clients' issues with efficiency, integrity and fairness.
• All complaints/queries will be determined and the decision communicated within ten (10) working days from date of receipt.
• We value clients' calls and shall answer all incoming calls within three rings.
• All mail correspondence will be responded to/acknowledged within 14 working days of receipt.
• Upon meeting the requirements for service provision, forms will be processed within twenty-one (21) working days of submission of correct and complete documents.
• React to any water supply breakdowns within 72 hours of notification.
• Ensure that all meters are read, billed and that every client receives his/her bill not later than five (5) days after billing.
• Ensure that reconnections are effected within three working days of the client meeting his/her obligation.

Zimbabwe National Water Authority (ZINWA):

• Is accountable to the nation of Zimbabwe.
• Shall provide water that meets the minimum World Health Organization standards.
• Does not tolerate corruption, favouritism or discrimination.
• Welcomes feedback which is highly valued because we use it as an indicator of our performance against our service standards.
• Shall carry out duties professionally, diligently and courteously.
• Clients have a right to speak to the next senior staff member or the head of section they are dealing with.
• We are committed to providing pro-active client information which includes making relevant information available to clients, orally, in print and electronic media, and by means of pamphlets, posters and other relevant materials.

As valued clients, ZINWA requires you to:

• Have the relevant documentation pertaining to water use.
• Pay your bills on time Essential.
• Refrain from any corrupt tendencies in all dealings with ZINWA staff; report corrupt activities by staff or any member of the public.
• Treat ZINWA staff with courtesy and respect.
• Ensure that all written communication (complaints and applications) are accompanied by the relevant documentation and evidence.
• Provide ZINWA with details of changes in your account status as soon as they occur.
• Ensure the safe custody of water distribution components such as meters.
• Abide by all legal requirements and desist from illegal usage of water.
• Use water efficiently Water Conservation.
• Maintain the service line after the meter.

If you have a complaint, query or any feedback, please contact our Customer Service Desk or use the contact details below. We will acknowledge complaints and aim to respond within the timeframes described in the Service Delivery Standards section.

Tip: when submitting a complaint include full name, account number (if applicable), contact details, description of the issue, and any supporting documents to enable quick assessment.