Clients Service Charter

1.0 Preamble

Marondera Rural District Council is one of the 10 districts in Mashonaland East Province and is located 81 km North East of Harare (4,5km peg along Murehwa North Road, Revolt Farm) and is made up of 23 wards and 6Chieftainships. It shares common boundary with Murewa District to the North, Makoni District of Manicaland Province to the East, Wedza and Chikomba Districts to the South and Manyame and Goromonzi Districts to the West. The Local Authority prides itself for having vibrant and fast-growing centres such as Mahusekwa growth point, Landos, lgava and Masomera. It covers an area of 399 186 hectares and has a total population of 116 985 (2012 census). The council is mandated to provide effective and efficient socio-economic services to its residents/ratepayers in accordance with the Rural District Councils Act Chapter 29:13. This charter was crafted to ensure that clients get value for their money and enhance transparency and accountability. To that end both Council and its clients commit themselves to adhere to the principles, standards and values contained herein.

2.0 Vision.

An empowered community with high standards of life by 2030.

3.0 Mission.

To deliver sustainable socioeconomic services to the people of Marondera Rural District Council.

4.0 Core Values.

Values = TRAIT

Transparency => We are open to scrutiny
Responsiveness => We are committed to serve our clients promptly and proactively
Accountability => We take responsibility for our actions
Integrity => We adhere to moral principles of honesty and fairness
Teamwork => We build upon common focus and unity of purpose

5.0 Clients.

Internal	External
Councillors	Business Community
Council Employees	Farmers
Workers Committee	Residents / Rate Payers
	Vulnerable: Groups (Women, Children, Youths, People Living with Disabilities Churches
	Traditional Leaders
	Informal Traders
	Government Ministries
	Non - Governmental Organizations
	Contractors
	Political Parties
	Co-operatives
	War Veterans, War Collaborators and Detainees
	Regulatory Authorities i.e NSSA, PRAZ

6.0 Council's Overal Functions.

Provision of civil protection services/ disaster and emergency management
Infrastructure development, maintenance and rehabilitation
Provision of portable water, sanitation and hygiene
Provision of health, education, housing and social amenities.
Revenue mobilization and generation
Environmental management
Development Control and Spatial planning

7.0 Council Departments and their Functions.

Roads, Works, Planning and Environment

Road network development and maintenance management systems
Infrastructure and capital development projects
Building inspectorate and development control
Buildings, water supply and sewerage systems maintenance and repairs
Maintenance of plant and equipment
Departmental Budget preparation and control
Spatial planning and land management
Development control
Preservation and management of the environment
Solid waste management
Departmental Budget preparation and control

2. Finance Department

Revenue collection
Budget preparation and control
Production of financial reports
Procurement and issuing of goods/or services
Management of income generating projects
Management of Council assets
Maintenance of books of accounts
Maintenance of books of accounts
Advisory services on financial matters
Investment Portfolio Management.

3. Audit Department

Appraising and reporting on internal controls.
Performing special reviews and investigations as required by the Audit committee, management or relevant council committees.
Risk management and control
Checking on compliance with set standards and procedures
Departmental Budget preparation and control
Preparation of Audit reports

4. Human Resources, Social Services and Administration Department

Human Capital management and development
Payroll Administration
Provision of secretarial services to council
Management of Information Systems
Policy formulation
Transport management
Provision and administration of health facilities
Provision of water and sanitation facilities
Provision and administration of education facilities
Provision of recreational facilities
Departmental Budget preparation
Public Relations

8.0 Terms of Reference

Constitution of Zimbabwe Amendment Act No. 20 of 2013
Rural District Councils Act Chapter 29:13

9.0 Service Commitments and Standards

What to expect from Council:

Clients should expect to be served courteously from Monday to Friday between 8:45 am and 4:45pm.
Phones should be answered within three rings between working hours
The clients should be attended to within ten minutes of arrival
All correspondences should be responded to within ten working days of letter being received
All requests for inspections should be attended to within 5 working days
All building plans to be assessed within fourteen working days after submission
All requests for Audit investigations should be carried out within one week
All refuse to be collected weekly
All secondary and tertiary roads should be maintained at least once every year
All customer complaints should be attended to within 5 days.
Client complaints about lower grades should be directed to the Heads of department and complaints about Heads of Departments should be directed to the Chief Executive Officer.
General complaints about the services of council should be directed to the respective departments.

10.0 Obligations and Rights

10.1 Clients

Clients have the right to get value for money through provision of timeous and sustainable quality services.
Clients have the right to make representations to council on service-related matters Clients have the right to make representations to council on service-related matters.
Clients have the right to complain and get feedback timeously
Clients have the obligation to pay for services
Clients have the right to seek redress on service-related matters
Clients have the right to tender advice to Council on developmental issues

10.2 Council

Council is obliged to provide sustainable and quality services timeously.
Council is obliged to address public complaints in time and provide feedback
Council has the right to sue defaulters
Council is obliged to disclose information pertaining to Council operations upon request
Council is obliged to make decisions in the public interest

11.0 Review of Charter

This clients Charter shall be reviewed annually and as and when deemed necessary through a consultative and participatory process.

12. Feedback

How to contact Council:

Chief Executive Officer => Mr T. Gundo [0772147901]

Departmental Heads:

Department	Head of Department
Finance	Mr R. Mungure - 0773271376
Roads, Works, Planning & Environment
Audit	Mr P. Ngani – 0716818180
Human Resources & Administration	Ms L. Mhlanga - 0773810485