PLUMTREE TOWN COUNCIL

CLIENTS SERVICE CHARTER

Stand 320 Central Road Phone (089 2805382/5202/5632)

P Bag 5911 PLUMTREE
info@plumtreetowncouncil.co.zw
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 1. INTRODUCTION/PURPOSE
PREAMBLE
Plumtree Town Council is a Local Authority found in Matabeleland South Province in Zimbabwe. It is located 100km South West the City
of Bulawayo and 10km from the Zimbabwe Botswana Border. It covers a radius of 10km. The town started as a railway station in 1897 in
the then Rhodesia, then developed until it was granted a town status in 2002 following the presidential proclamation through Statutory
Instrument 142 of 2002. Before, it was part of a large district called Bulilimamangwe Rural District Council operating as a Local town board.
The town is strategically located to suit the import and export business. It has an estimated population of 11 626 people. Plumtree Town is
an economic hub for people from both Bulilima and Mangwe districts. The local authority is led by 6 elected Councillors who constitute the
decision – making and policy – making body supported by an executive that comprises The Town Secretary and four Directors.

PLUMTREE TOWN COUNCIL MANDATE

The mandate of the local authority is the effective service delivery in terms of the 54 functions spelt out in the Urban Councils Act Chapter
29:15. Plumtree town council has a responsibility to spearhead economic growth through the provision of modern infrastructure, effective
stakeholder participation and creating an environment and mechanisms to attract meaningful investments into the town. The terms of
reference provide sources of Plumtree Town Council’s power and authority. These are:-

- Urban Councils Act (chapter 29:15)

- Public Health Act (chapter 15:09)
- Housing and Building Act (22:07)
- Traditional beer Act ( chapter 14:24)
- Municipal traffic laws enforcement Act (29:10)
- Regional, Town Country and Planning Act ( chapter 29:17)
- Shop Licences Act ( chapter 14:17)
- Deeds registries Act (chapter 20:05)
- Public Finance Management Act (chapter 22:04)

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 - Liquor Act (chapter 14:12)
- Housing standards control (chapter 29:08)
- Water Act (chapter 20:24)
- Education Act ( Chapter 25:04)
- Cemeteries Act (chapter 5:04)

PURPOSE OF THE CLIENTS CHARTER

The Clients Charter is an agreement between Plumtree Town Council as a “service provider” and the clients as “a service receiver “on the
expected standards of service delivery which the client can expect and also complaints handling mechanisms. As part of Plumtree Town
Council’s continual efforts to improve service delivery, the client’s charter will ensure that client’s expectations of service delivery are
matched by realistic, achievable and measurable performance standards.

2.0 VISION
“To become a fast growing investor friendly border municipality by 2020”

3.0 MISSION
“Committed to investment promotion and provision of quality service to stakeholders through optimum use of resources”.

CORE VALUES
 Transparency
 Accountability
 Innovativeness
 Responsiveness
 Gender sensitivity
4.0 CLIENTS
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Listed below is a comprehensive list of clients for Plumtree Town Council
INTERNAL CLIENTS
- Council Employees
- Councillors
- Workers Committee
- Works Council
- Ministry of Local Government

EXTERNAL CLIENTS
- Ratepayers
- Business community
- Government departments
- NGOs
- Residents Association
- Civic Organisations
- Religious groups
- Sports Associations & clubs
- Other Local Authorities
- Private sector/ Parastatals
- Suppliers

5.0 DEPARTMENTS AND CORE FUNCTIONS

Plumtree Town Council has four departments as indicated in the table below:-
TOWN SECRETARY’S ADMINISTRATION ENGINEERING HOUSING & FINANCE DEPARTMENT
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DEPARTMENT
Vision
To position Plumtree Town
as an attractive investment
destination of choice by
Dec 2020
Mission
To provide effective
administrative oversight,
coordination and
responsive support to
Council departments and
clients.
DEPARTMENT
Vision
To achieve excellence in the
provision of administrative
support services by 2020.
Mission
Provision of accessible,
efficient and reliable
support service to Council
departments.
DEPARTMENT
Vision
To become the best
technical department on
coordinated planning
development control and
infrastructural provision by
December 2020.
Mission
To provide efficient
infrastructural services,
planning and coordination
of spatial development in
Plumtree Town.
COMMUNITY SERVICES
Vision :
To provide efficient
housing, health and
education services to all
stakeholders by 2020.
Mission
To provide quality and
effective housing, sports
and recreation, health,
education and social
protection services to the
community.
Vision
To provide sound financial
management services to the
organisation.
Mission
To come up with all
encompassing budget born
out of stakeholder
participation

Information dissemination Fire & rescue services Civil & road works Housing administration Revenue collection
- Information desk - Attending to Fire - Implementation of - Allocation of - Monthly billing for
- Newsletter and rescue calls. Council capital housing stands rates.
production & - Training on fire projects ( Servicing - Maintenance of - Attend to queries
dissemination prevention. of stands, waiting list records concerning billing
- Issue of notices - Provide first facilitation of land - Maintenance of and payments.
- Marketing of the responder/ surveys) property files - Facilitation of audits
town (Local & paramedic services. - Routine road - Facilitation of by external auditors.
International - Fire Inspectorate & maintenance change of - Record keeping
exhibitions). compliance. - Road formation- ownership, title - Daily banking of
- Management of the (Opening , deeds processing. Council funds.
suggestion grading ,gravelling - Issue of rates - Production of
box/comments & & surfacing of new clearance certificates monthly, quarterly
complaints register. roads) and annual financial
- Interface with - Pot hole patching statements.
business community - Construction and - Production of Council
- Facilitation of look maintenance of budgets.
and learn tours to storm water drains. - Production of final
the other Local - Management of accounts for Council.
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 Authorities. traffic lights - Updating Council
- Street lights repairs cash books and
and maintenance reconciling them
- Public lighting

Stakeholder management Security Water & waste water Environmental health Debt management
- Tripartite Enforcement of management. - Inspections for shop - Follow up on debtors
arrangements Council by laws, - Water abstraction, licensing. (rates & land sale).
- Partnerships Acts & regulations. purification and - Building Plan - Issue of letters of final
- Loss control distribution examinations demand to debtors.
(safeguarding - Water connections - Refuse collection & - Maintenance of
Council property) - Sewer connections solid waste ledgers.
- Meter reading management. - Production of debtors
- Licence inspectorate - Attending to sewer - Street cleaning list.
& compliance. blockages. - Removal of dead
Ancillary services - Attending to pipe animals
(statements/ invoice burst. - Water quality
distribution & fees) - Monitoring of water monitoring &
quality. testing
- Cemeteries
- Health provision
(Dingumuzi clinic)

TOWN SECRETARY’S ADMINISTRATION ENGINEERING HOUSING & FINANCE DEPARTMETN

DEPARTMENT DEPARTMENT DEPARTMENT COMMUNITY SERVICES
Internal Audit Human resources Town planning Community services
- Ensure compliance - Recruitment & - Development - Recreational
to systems & selection. control facilities
procedures - Employee welfare - Plan approvals - Beer halls
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 - Development of - Training & - Peg identification - Schools
systems & development - Building inspections - Community
procedures. - Labour relations & - Issue of
- Development of statutory development
systems and internal regulations permits
controls. compliance - Conducting surveys
- Spot checks and production of
layout plans,
pegging plans and
master plans.

Actioning of files & Administration Natural resources

referring mail to relevant - Records management
departments. management. - Control of
- Office management environmental
& administration. degradation
- Council meetings ( Monitoring
management abstraction of
- Estates & property aggregates)
management
- Transport
management
- ICT Systems
Management
- Website
maintanance
- Projects
administration

6.0 SERVICE PROVISION AND DELIVERY STANDARDS

SERVICE COMMITMENTS AND STANDARDS

 To treat clients with courtesy and respect.

 Listen to clients and take their views into account.

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  Provide clients with necessary and relevant information.
 Treat customers equally.
 Act on our commitments in a timely manner.
 Value clients’ privacy by treating all personal information confidentially.
 Treat clients as individuals by giving them the service that they require (e.g. elderly,youths, disabled & pregnant women).
 Be punctual for meetings and appointments.
 To provide quality service to the residents of the town.

TIMELINESS RELATED STANDARDS

TOWN SECRETARY’S DEPARTMENT
SERVICE SERVICE STANDARD LOCATION & CONTACTS
Information dissemination (07:45 – 16:45, closed during lunch 13:00 -14:00hrs) Economic Development Office
Enquiries on commercial & Weekday (Monday – Friday) 320 Central Road, Plumtree.
Industrial Stands. 089/2805382/2805202

Suggestion box Opened weekly Economic Development Office

For anonymous complaints, Record the issue, liaise with dept concerned 320 Central Road, & Dingumuzi
suggestions, comments. Sub Office.

Notices Issue notice when there is need (from departments) 089/ 2805382/5202/5382
Issue out within 24hours of receipt
Issue notices using social media
Newsletter Quarterly Economic Development Office
Articles from depts., Cllrs & stakeholders 320 Central Road, Plumtree
SERVICE SERVICE STANDARD LOCATION & CONTACTS
Business community Quarterly Plumtree Town Council Offices
Meetings/planning on Annual Expo
Events (Expo, Conference).

Referral of files to depts. Weekdays 8am (Monday – Friday)

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Opening of Council emails Thrice a day: 10am/ 3pm/4:30pm info@plumtreetowncouncil.co.zw
Open/sort/dispatch Immediately

ENGINEERING WATER WORKS SECTION

Burst water pipes Response time 15 - 20 minutes to Cell: 0716 377 545
mobilise and get on site. 0716 924 553

Major breakdown in water Notify Town Secretary’s Economic Development Office

Provision Office for issue of notices 320 Central Road, Plumtree
while work in progress to restore service

General queries regarding water Within 10minutes

born sewerage/water reticulation. 0716 377 545

Installation of new water Within 3days Engineering Offices

connection domestic. 320 Central Road, Plumtree.

Read all consumers (domestic &

commercial) water meters. Once a month Engineering Offices

Sewer overflows/blockages Attend within 24 hours 0716 377 545/0716 924 553
/smells/damage
New sewer connections Within 3days Engineering Offices

SERVICE STANDARD LOCATION & CONTACTS SERVICE

Building Plan approval

Residential Within 10 days [week days] Engineering Offices
Commercial & Industrial Within 10 days [week days] Engineering Offices

Building inspection per stage (Booking required) Within one day Engineering Offices
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Peg identification Every Thursday

Certificate of occupation Within 5 days

Structural inspection for

annual Licence renewal. Once a year Engineering Offices

Street lights maintenance Within 3 days Engineering Offices

Checking of faulty lights Within 2 days Engineering Offices

Response to letters/ Within a week Engineering Offices

Actioning of files Daily (Monday – Friday) Plumtree Town Council Offices

Attending to clients Within 5minutes Engineering Offices

Answer to telephone call Within first 3 rings

ADMINISTRATION DEPARTMENT

SERVICE SERVICE STANDARD LOCATION & CONTACTS

Attend to fire scenes 10 minutes within 10km radius +263 771 380 327
Attend to accident scenes 10 minutes within 10km radius +263 715 780 047
Fire prevention training As per need
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Fire safety inspections & Campaigns Twice a year

Attending to clients (reception) Within 1minute of arrival 320 Central Road, Plumtree

Paramedic services
Response to calls Within 5 minutes +263 735 376 612
Scene attendance 10 minutes within 10km radius + 263 771 380 327
Scene assessment 1 minute
Medical assistance immediately
Hand over and documentation

Loss Control
Traffic laws enforcement On a daily basis Security Section Sub Office
Licence inspections Quarterly Security Section Sub Office
Checking for validity of licence Twice a year
Checking for compliance to terms of Licence on a monthly basis Security Section Sub Office
Distribution of business licence invoice Once a year
Safeguarding of Council assets 24 hours a day
Animal control Daily between 06:00 hours and 18:00hours
Natural resources control and monitoring 24 hours a day Security Section Sub Office
Ranking fees collection Daily between 06:00 hours and 18:00hours Security Section Sub Office

SERVICE SERVICE STANDARD LOCATION & CONTACTS

Human resources
Recruitment and selection Finalised in three months Administration Offices
Training and development Continuous 320 Central Road, Plumtree
Labour relations management On demand
Employee welfare and administration Daily/ on demand
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General Administration
Answering the phone
Attend to clients (reception)
Receive/sort/reference mail
Urgent mail
Mail dispatch to Town Secretary
Response to the letters
Council meetings
Minutes of meetings
Premises administration
Estates and property management
Transport management
Within 3 rings Administration Offices
Immediately upon arrival 320 Central Road, Plumtree
Within 8 hours
Immediate
4pm [Monday – Friday]
Within 7days Administration Offices
Once a month 320 Central Road, Plumtree
4 days after the meeting
Monday to Friday (06:00 hours to 17:00hours)
Yearly
On a daily basis

Information Communication Technology

ICT Systems management Monday to Friday(07:45 hours to 1645hours) Administration Offices

Projects

Livestock management Continuous

FINANCE DEPARTMENT
SERVICE SERVICE STANDARD LOCATION & CONTACTS
Issue of licences to new applicants Within 1 month Finance Department

Renewal of existing licences Within two days Finance Department

Attending to rates queries Within 10 minutes

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Issue of monthly statements
Budget review meetings
Budget preparation
Financial reports
Issuing of Licence invoices for
Existing businesses
Implementation of budget
Tarrifs
Response to application for
Business licences
Issue of debt reminders
Distribution of statements
HOUSING DEPARTMENT
SERVICE
Inspection for a new licence
Examination of building plans
Health education
Water quality monitoring
Chlorine residue
Every 15th of the month 320 Central Road, Plumtree
Semi annually
Annually
Monthly, Quartely, Semi Annually & Annually
January every year Finance Department
January every year
Monthly
Quartely Finance Department
Monthly
SERVICE STANDARD LOCATION & CONTACTS
2 days Environmental Health Office
Within 10 days Housing Office, 320 Central Road
Every Wednesday 2pm
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Turbidity Every Tuesday
PH Every Tuesday Environmental Health Office
Laboratory analysis 1st Tuesday each month
Routine premises inspections Every fortnight

Solid waste collection

Commercial CBD Thrice a week Environmental Health Office
Dingumuzi Business Centre Twice a week
Residential Areas Once a week
Border post Twice a week

Cleaning of public convenience Daily Environmental Health Office

Street cleaning CBD & Border Daily
Clean up exercises Once every month
Removal of dead animals Immediately after receiving report Environmental Health Office

Hire of community hall Within 12 hours Housing Office

Hire of stadium Within 12 hours
Provision of graves Immediate Housing Office
Licensing of vendors 1 day
Searching for grave numbers 30 days( From year 2000 backwards) Housing Office
Searching for grave numbers Within 1 day (After 2002)

Grass cutting Once a month (rainy season)

Tree felling & removal Within one day

Health Services
SERVICE SERVICE STANDARD LOCATION & CONTACTS
Vaccination for children under 5yrs Weekdays 08:00hrs – 16:00hrs Dingumuzi Clinic
Monitoring of growth & development
of children below 5years. Weekdays 08:00hrs – 16:00hrs
Voluntary testing and counselling Weekdays 08:00hrs – 16:00hrs Dingumuzi Clinic
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Consultation on Family planning Weekdays 08:00hrs – 16:00hrs
TB Dots Weekdays 08:00hrs
O I – ART Weekdays 08:00hrs – 16:00hrs
Attendance to critical patients Immediate
Attendance to general patients Weekdays 08:00hrs – 16:00hrs Dingumuzi Clinic

Housing section
Application for waiting list Within 1hour Housing Offices
Acquiring new stand 1 month (Depending on availability) Housing Offices
Acquiring a commercial stand 1 month (Depending on availability)
Processing an agreement of sale 1 week
Document
Processing title deeds kit 2 days Housing Office
Rates clearance certificate 2 days
Change of ownership 1 month
Title deeds transfer 1 month Housing Office
Processing of lease for Council houses 7 days
Answering the phone Within first 3rings Housing Office
Response to mail Within a week
Actioning of files Daily (Monday – Friday)

7.0 OBLIGATIONS & RIGHTS OF CLIENTS

Obligations - Clients

 Pay rates every month so that Council will be in a position to provide the required service.
 Treat Councillors and Council employees with respect.
 Provide accurate and complete details of the expected service.
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  Comply to Council rules and regulations.
 Respect the privacy, safety and needs of Council employees and other members of the community.

Rights - Clients

 Right to privacy & confidentiality.

 Right to access to basic services e.g (Portable water, Education, Health).
 Right to lodge complaints and make suggestions using proper channels.
 Right to access to correct & relevant information.
 Right to equality and non discrimination.

Obligations – Plumtree Town Council

 To provide services to our clients as specified by the Urban Councils Act Chapter 29:15
 To levy and collect rates.
 To issue business licenses and development permits.
 To plan and control development.
 To remunerate its employees timeously.
 To remit statutory obligations.
 To consult stakeholders on matters relating to clients.

8.0 REVIEW OF CLIENTS CHARTER

It will be reviewed through a consultative process with our stakeholders in six months thereafter one year after the first review.

9.0 FEEDBACK MECHANISM

Plumtree Town Council has installed two suggestion boxes, one at the Sub Office and another at the Main Offices for those who require to
comment or complain anonymously.
There are two comments/ complaints registers one at the main office and another at the sub Office.
Councillors hold ward meetings quarterly and as and when necessary.
Clients have a right to communicate through letters, phone calls & emails to Council
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Clients can also visit the office.
Plumtree Town Council also publishes a Newsletter quarterly to provide feedback to stakeholders on various projects and activities.
CONTACT
Plumtree Town Council
320 Central Road
Plumtree
www.plumtreetowncouncil.co.zw Tel: 089 2805202/ 2805382/ 2806349 Cell: 0776 019 322
Email: info@plumtreetowncouncil.co.zw plumtreetowncouncil@gmail.com whatsapp: 0784 266 018

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