Customer Service Charter for Kasama Municipal Council

This Client Service Charter is a social pact between Kasama Municipal Council and the residents of Kasama for improvement of accountability and efficiency in service delivery. It spells out both the types of services and quantifiable service standards that Kasama Municipal residents can reasonably expect from the Council. In addition, the Charter sets out the service users’ rights, obligations, feedback and complaint handling procedures.
In line with the Local Government Act, Number 2 of 2019 and the Constitution of the Republic of Zambia (Amendment) Number 2 of 2016, the Ministry of Local Government and Rural Development is committed to improving autonomy and self-sufficiency statuses of local governments. Kasama Municipal Council has developed the service charter in order to improve efficiency and accountability and achieve a positive performance transformation in the delivery of public services. It is our wish to use the service charter as a tool to drive public service delivery towards a more responsive customer-focused approach. In this regard, the Charter expresses the Council’s dedication to serve the public and become answerable to its service users in the event of non-compliance.
It is delightful to note that this Service Charter has been developed in consultation with both individual and institutional stakeholders of Kasama district. This Charter will therefore serve as a vital communication tool between the Council and its clients. As such, good working relations between Kasama Municipal Council and its clients remain central to the success of the Charter.
I, therefore, recommend this Charter to all clients of Kasama Municipal Council and anticipate that they will follow the mechanisms stipulated in this Charter to get maximum benefit from the Council.

Theresa Kolala
MAYOR OF KASAMA

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