By Patience Gondo
The Zimbabwe Revenue Authority (ZIMRA) has launched a new Client Service Charter outlining how the authority will deliver faster, fair and transparent services to taxpayers and the public.
ZIMRA outlined its service standards, what clients should expect and what is expected from them when dealing with the authority.
ZIMRA said corruption, bribery and any form of unfair practice will not be tolerated.
According to the charter, ZIMRA officers must answer phone calls within 20 seconds or three rings during working hours and acknowledge written correspondence within two working days.
The authority also promises to respond to simple matters within three working days and more complex ones within eight working days.
“We are here to serve and we are open to your suggestions, criticisms, and advice,” ZIMRA said.
ZIMRA also committed to clearing commercial consignments within three hours once proper documentation has been submitted and to finalising refund claims and audit reports within set time frames.
Non-trade imports and exports are to be cleared within 48 hours after arrival when all documents are in order.
ZIMRA said in the charter, clients are required to provide complete and accurate information, pay taxes on time and cooperate with ZIMRA officers. They must also avoid offering bribes or trying to influence staff in any way.
Under client rights, taxpayers have the right to be treated fairly and courteously, to get efficient service without compromise and to report any service that does not meet the required standards. They can also escalate complaints if they are not satisfied with how a matter has been handled.
ZIMRA Commissioner General Regina Chinamasa said the charter is part of efforts to make the authority more efficient and accountable.
“The Client Service Charter is a public commitment. It sets clear standards that our officers must follow and shows taxpayers what level of service they should expect,” she said.
ZIMRA was established in 2001 under the Revenue Authority Act [Chapter 23:11] to collect revenue on behalf of the government and facilitate trade and travel. It also helps implement the country’s economic plans under Vision 2030 and the National Development Strategy 2 (NDS2), which focus on improving public service delivery and transparency.
The authority urged the public to report any suspected corruption through its whistle-blower hotlines, email, or website at www.zimra.co.zw.