ZIMBABWE REPUBLIC POLICE CLIENT SERVICE CHARTER
1.0 PURPOSE OF THE CHARTER
This Client Service Charter clearly states our commitment as the Zimbabwe Republic Police to the diverse communities we serve. It outlines what our clients can expect from us as well as their rights and obligations. The Charter sets our standards as we endeavour to provide clients with quality service. Every police officer in the Zimbabwe Republic Police shall be responsible for delivering quality service to our clients. Equally, we look forward to all citizens taking an active role in supporting this Charter.
2.0 OUR VISION
Policing for excellence in pursuit of a peaceful, safe and secure Zimbabwe for all by 2030.
3.0 OUR MISSION
The Zimbabwe Republic Police is established by Section 219 of the Constitution of Zimbabwe to effectively preserve the internal security of Zimbabwe, protect and secure the lives and property of the people, maintain law and order, enforce the law without fear or favour through entrenching dynamic crime prevention, investigation and detection practices while upholding the Constitution.
4.0 OUR VALUES
As an organisation, we shall uphold the following core values in all our policing endeavours: –
❖Professionalism;
❖Respect;
❖Impartiality;
❖Integrity;
❖Commitment;
❖Transparency; and
❖Accountability.
5.0 WHERE TO GET OUR SERVICES
The Zimbabwe Republic Police has police stations, posts and bases located throughout the country where you can access our services. All our police stations, posts and bases are open 24/7. The Zimbabwe Republic Police is also present and accessible on the following platforms:- Website, WhatsApp, X handle and telephone calls.
6.0 OUR SERVICE STANDARDS
6.1 Response to Calls
Our aim is to ensure that all calls are attended to promptly and courteously. Clients can access our services through various ways which include telephones, physical (personal) visits and correspondence.
6.1.1 Telephone calls
We endeavour to answer all telephone calls to control rooms/Public Enquiry Counters (charge office) and all other switchboards within 10 seconds (or 3 rings). In all cases, when answering the phone, we shall be as courteous and as helpful as possible and will always use our standard telephone procedure – “Good morning/ afternoon/ evening (Name of Police Station/establishment) Can I help you”
6.1.2 Personal (Physical) Visits
We would like to ensure that when you visit a Police station you are attended to as quickly as possible. Our standard is that you shall be attended to within one minute of your arrival to at least ascertain the purpose of your visit. We are committed to ensuring that on your visit to any Police station you are treated as courteously and as helpfully as possible. In all cases you should expect the appearance of the station and our staff to reflect the highest professional standards.
6.1.3 Scene Attendance
When you report a case where the police have to visit the scene, we aim to ensure that the police arrive at the scene, within the standard time. Calls for assistance shall be graded as follows:
Grade ‘A’ calls:
•Include calls where there is danger to life;
•Violence is being used or threatened;
•A crime is (or suspected to be) in progress or likely to be committed;
•A suspect is present or nearby;
•Evidence may be lost by delay;
•A road accident involving injury or danger to other road users;
•Any other incident judged to require immediate response.
Our standard is to ensure that all such scenes shall be attended immediately at least within 10 minutes in urban areas and within 2 hours in rural areas.
Grade ‘B’ Calls
•Include all other scenes requiring police attendance, which are not under Grade A.
Our standard is to ensure that all such scenes shall be attended to as swiftly as possible, at least within 3 hours in urban areas and within 48 hours in rural areas.
(NB: some cases may not be graded and do not warrant the police to visit the scene at all).
In all cases officers attending the scenes shall provide reassurance.
6.1.4 Correspondence
Our standard is that all correspondence requiring response shall be replied to within 7 days from the date of receipt or at least an acknowledgement sent.
6.2 Crime
We endeavour to reduce incidences of crime in our society through enhancing police visibility. We shall also ensure that all cases reported are expeditiously and thoroughly investigated. All cases reported will be classified as petty, moderate or serious. Our standard is to ensure that we finalise investigations within a maximum allowable time of 21 days for petty cases, 30 days for moderate cases and 60 days for serious cases. We aim to keep you informed of the progress of your report and provide feedback on the outcome of the case.
6.3 Traffic
Our aim is to enhance road safety through traffic law enforcements and awareness campaigns. We shall encourage motorists to abide by all traffic laws and regulations.
Traffic accidents will be graded and attended to in line with the above standards. In addition, we shall ensure that all traffic cases will be investigated within a maximum allowable time of 21 days for petty cases, 30 days for moderate cases and 60 days for serious cases.
We equally remain alive to the need for drivers of police vehicles to set a good example to other road users. We therefore, shall appreciate reports from you on any offending police drivers and undertake to follow-up on all such reports for remedial action.
6.4 Public Order and Reassurance
Our aim is to reduce fear of crime in society through enhancing police visibility during day and night. In line with our constitutional mandate of ensuring peace and security in the country, our aim is to professionally handle all public order and disorder situations.
6.5 Community Engagement
We will continue to promote mutual cooperation between ourselves as the Zimbabwe Republic Police and the community we swore to serve. To maintain close liaison with the public, we shall ensure vibrancy in all the various community policing initiatives such as Crime Liaison Committees, Business Against Crime Forum, Neighbourhood Watch Committee, Junior Call among others. On our part as ZRP, we will repay our various communities’ positive contribution through strict adherence to established police standards designed to ensure quality service delivery. The organisation’s thrust is to forge an enduring covenant with the people, founded on interdependency and mutual trust.
7.0 HOW YOU CAN HELP US
We are here to serve you and believe that you are invaluable partners in the fight against crime. Therefore, your support and co-operation will greatly enhance our service. You can help us in the following ways; –
➢If you suspect or believe that a crime has been, is being or may be committed, please alert the police through our various communication channels. We welcome and undertake to follow up on all information given to us. Do not think the information is too petty, we deeply value it;
➢Take an active interest in protecting yourself, your property and your neighbourhood against criminals. We encourage you to join and participate in community based policing initiatives such as the Crime Liaison Committee, Business Against Crime Forum, Neighbourhood Watch Committee among others in your area. For details on how to participate, ask your nearest police station;
➢Treat all police officers with courtesy and respect;
➢Not hindering the police in the performance of their duties;
➢Providing any other assistance or help that you feel can aid the police.
8.0 YOUR RIGHTS
You have the right to;
❖Enter any police station or Public Enquiry Counter [PEC] at anytime for assistance;
❖Have your report recorded by police and be given a reference number;
❖Follow up on the position of reported cases and be given sufficient explanation by the police;
❖Seek recourse when not satisfied with the service rendered by the police
❖Be treated with dignity and respect.
9.0 FEEDBACK ON OUR PERFORMANCE
ZRP welcomes feedback on the performance of our officers so as to improve service delivery. In this regard, we welcome any compliments or complaints about our officers or service.
Make us aware of any dissatisfaction you may have with our service by:-
❖Advising the Officer in-Charge of your police station concerned;
❖If not satisfied, refer the matter to the Officer Commanding Police District, then to the Officer Commanding Police Province, and ultimately to the Commissioner General of Police at Police General Headquarters if your concern is not adequately addressed.
❖As the police who are handling cases reported, we undertake to give our clients feedback on progress of the case being investigated, upon request.
❖Upon the finalization of the case reported by our clients, we also commit ourselves to providing feedback on the outcome of all cases we would have dealt with.
You can also provide us with feedback through the following;
➢Visiting or contacting any nearest police station or Police General Headquarters through the following;
❖POSTAL ADDRESS
Police General Headquarters,
P.O. Box CY 34, Causeway,
Harare, ZIMBABWE
❖TELEPHONE NUMBERS
General line – (0242) 700171-9
Complaints Desk direct line – (0242) 703631
Extension lines to Complaints Desk – 3380/3189
(The Complaints Desk operates 24 hours a day for 7 days)
Harare – (0242) 748836
Bulawayo – (0292) 885479
Midlands- (0542) 230837
Manicaland – (020) 64288
Masvingo – (0392) 262627
Mashonaland West –(06721) 9047
Mashonaland Central-(066210) 6891
Mashonaland East- (06523) 20581
Matabeleland North –(0281) 30333
Matabeleland South – (084281) 20138
❖ZRP WHATSAPP
0712 800 197
❖ZRP X HANDLE
Zimbabwe Republic Police (@PoliceZimbabwe)
❖ZRP WEBSITE
www.zrp.gov.zw
❖E-MAIL ADDRESS
feedback@zrp.gov.zw
10.0 CONCLUSION
As the Zimbabwe Republic Police, we reiterate that we remain committed to providing the most effective and efficient policing service to the public anchored on our motto – “Honesty and Integrity.”