REPUBLIC OF ZAMBIA 

 

SERVICE DELIVERY CHARTER

 

FOR THE

 

ZAMBIA COMPULSORY STANDARDS AGENCY

 

Prepared by:

 ZAMBIA COMPULSORY STANDARDS AGENCY

LUSAKA

 

 AUGUST, 2018


 

Contents

 

FOREWORD.. iii

1.0       PURPOSE OF THIS CHARTER.. 1

2.0       MANDATE.. 1

3.0       CORE VALUES.. 1

4.0       WHAT OUR CLIENTS SHOULD EXPECT FROM US.. 2

5.0       STANDARDS OF QUALITY SERVICE DELIVERY.. 2

6.0       OUR OTHER STANDARDS.. 6

7.0       CLIENT  RIGHTS AND OBLIGATIONS.. 7

8.0       HOW TO COMPLAIN AND COMPLIMENT.. 8

9.0       FEEDBACK   MECHANISM... 9

10.0    ACCOUNTABILITY  TO THE  PUBLIC ON  CHARTER PERFORMANCE.. 9

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

FOREWORD          

In line with our commitment to provide optimal service delivery, the Zambia Compulsory Standards Agency has launched a service delivery charter. The charter contains commitments on service delivery and therefore constitutes a ‘social contract’ between the Agency and the public.

The Charter spells out the Agency’s core services offered and quality standards which our clients are expected to receive. It highlights our mission and the values that guide in the provision of quality services. Further, the Charter provides our clients with a way to complain to and complement the Agency on its service delivery. 

The Agency is committed to reviewing this charter as necessary to keep abreast with the strategic objectives of the Agency and developmental changes in the country.

I therefore, recommend that this Charter be used as a tool for enhancing smoother interface between you our clients and the Zambia Compulsory Standards Agency.

It is sincerely hoped that clients will take time to read and challenge the Agency to the commitments made.                                                                                      

EXECUTIVE DIRECTOR

 

1.0     PURPOSE OF THIS CHARTER

  • To enhance your awareness of the type of services the Agency provides;
  • To explain to you the standards of service you should expect to receive;
  • To outline your rights and obligations as a client;
  • To explain our rights and obligations as the Service Provider; and
  • To explain how you can lodge complaints and make suggestions about our service delivery.

2.0     MANDATE               

“To administer and maintain compliance to Compulsory Standards.”

3.0     CORE VALUES

The core values of the Zambia Compulsory Standards Agency are:

  1. Professionalism: We shall execute our duties in an ethical manner, according to the prescribed standards of the Commission.
  2. Integrity: We shall uphold moral uprightness and put our obligations to the nation above our personal interests in the execution of our duties.
  3. Team work: We shall collaborate to achieve a common goal in the most efficient and effective manner.
  4. Hard work: We shall endeavour to ensure full accomplishment of our mandate to the satisfaction of our clients and stakeholders.
  5. Innovation: In the execution of our duties, we shall apply new ideas and methods for better solutions.
  6. Confidentiality: We shall be trustworthy by not revealing privileged information to unauthorised persons.
  7. Accountability: We shall be answerable and responsible for our actions, omissions and decisions in a transparent manner.

 

4.0     WHAT OUR CLIENTS SHOULD EXPECT FROM US

In support of the above values, the Agency will strive to continuously improve the standards of the services we provide so as to meet your needs and expectations. To this end, you, our esteemed clients have the right to expect timely provision of the following services:

  • Import products quality monitoring
  • Local products quality monitoring
  • Road tanker vehicle inspections
  • Timber inspections
  • Road worthiness inspection for imported used motor vehicles.

 

5.0     STANDARDS OF QUALITY SERVICE DELIVERY

 In conformity with the Law and our core values, we pledge to provide services in accordance with the following standards:

IQMS Border Operations

Service Type

 

Standard of Service

Duration

  1. Issuance of Batch Certificates

Clients: Importers of products subject to compulsory standards

Vital Steps

 

1 day

Within 17 days

Submit Application for inspection Form

Provide Original invoice for the consignment

Provide accurate supporting documents

Collect invoice

Pay applicable fees

Witness inspection and sampling

1 day

Collect inspection report

15 days

Requirements

-       completed declaration / application for inspection

-       Original invoice for the consignment

-       Accurate supporting documents

-      Access to business premises and goods

-      Witness inspection and sampling

-      Applicable fees

 

Service Type

 

Standard of Service

Duration

  1. Clearance of Used Motor Vehicles

Clients: Importers of products subject to compulsory standards

Vital Steps

Within 1 day

Submit declaration / application for clearance

Submit original invoice.

Provide supporting documents

Provide Roadworthiness Inspection (RWI) certificate.

Pay penalty fees (where applicable)

Requirements

-       Original invoice for the consignment

-      Accurate supporting documents

-      Penalty fees (where applicable)

 

         

 

IQMS Head/Inland Office Operations

Service Type

 

Standard of Service

Duration

    1.     Mandatory Import Product Licensing

Clients: Importers eligible for pre-clearance certificate

Vital Steps

 

Within 4 days

Submit application letter

1 day

 

Provide commercial invoice, packing list and certificate of conformity

Pay applicable fees

Collect license

3 days

Requirements

-       Application Form

-       Commercial invoice

-      Packing list

-      Certificate of conformity

 

Service type

 

Standard of Service

Duration

    2.     Conditional Release Inspections

Clients: Importers of products subject to compulsory standards referred for inland inspection

Vital Steps

 

Within 16 days

Inform inland office when the consignment arrives at the premises

 

 

1 day

Provide form CE 20 (entry declaration form), commercial invoice, packing list and certificate of conformity

Witness inspection and sampling

Collect inspection report

15 days

Requirements

-       Form CE20 (Declaration form)

-       Commercial invoice

-       Packing list

-       Certificate of conformity

 

 

 

 

 
Service Type

 

Standard of Service

Duration

           3.     Timber Inspections

Clients: Exporters of Timber

Vital Steps

 

 

 

1 day

Within 2 days

Submit application form

Provide Timber Export certificate, Clearance certificate, Conveyance licence, production licence, certificate of agreement between the producer and merchant of timber and proof of payments to the Forestry department

Pay Timber inspection fee

1 day

Obtain certification

Requirements                                       

 

-       Completed Application form

-       Timber Export certificate

-       Clearance certificate

-       Conveyance licence

-       Production licence

-       Certificate of agreement between the producer and merchant of timber

-       Proof of payments to Forestry department

-      Prescribed fees

 

 

DQMS Operations

 

Service Type

 

Standard of Service

Duration

    1.     Permit to Supply Food and Agro products

Clients: Manufacturers of local products subject to compulsory standards

Vital Steps

 

Within  23 Days

 

 

 

 

Submit application form

1 day

Provide copies of the company’s registration certificate

1 day

Pay application fees

1 day

Collect notice of inspection and quotation

1 day

Pay applicable inspection/licence fee

1 day

Witness inspection

3 days

Collect inspection report/licence ( food and agro commodities)

15 days

Requirements

-       completed application form

-       company’s registration certificate

-       Access to facilities, documentation and personnel

-      Prescribed fees

 

 

 

 

 

 

Service Type

 

Standard of Service

Duration

    2.     Permit to Supply Chemical and Engineering products

Clients: Manufacturers of local products subject to compulsory standards

Vital Steps

 

Within 43 days

Submit application form

1 day

Provide copies of the company’s registration certificate

1 day

Pay application fees

1 day

Collect notice of inspection and quotation

1 day

Pay applicable inspection/licence fee

1 day

Witness inspection

3 days

Collect inspection report/licence (chemical and engineering commodities)

35 days

Requirements

-       completed application form

-       company’s registration certificate

-       Access to facilities, documentation and personnel

-      Prescribed fees

 

Service Type

 

Standard of service

Duration

    3.     Local Road Tank Vehicle Inspections

Clients: Operators of Locally Registered Road Tank Vehicles

Vital Steps

 

Within 12 days

Submit application form

1 day

Provide copies of registration of vehicle

1 day

Pay certification fees

1 day

Witness inspection

2 days

Collect inspection report/Certificate

7  days

Requirements

-       Completed application form

-       vehicle registration certificate

-       Access to facilities, documentation and personnel

-       Prescribed fees

 

      CONSUMER COMPLAINT HANDLING

 

 

 

 

 

Service Type

 

Standard of Service

Duration

    1.     Consumer Complaint Handling (where testing is not required)

Clients: Consumers of products  subjected to compulsory standards

Vital Steps

 

Within 8 days

Submit completed customer complaint form

1 day

 

Provide supporting documents/Proof of purchase, sample

Collect feedback

7 days

Requirements

-       Sample (where applicable)

-       Completed customer complaint form

-      Supporting documents (where applicable)

-      Proof of purchase

 

Service Type

 

Standard of Service

Duration

    2.     Consumer Complaint Handling (Food and Agro products)

Clients: Consumers of products  subjected to compulsory standards

Vital steps

 

Within 17 days

Submit completed customer complaint form

2 days

 

Provide Proof of purchase and sample

Provide supporting documents (where applicable)

Collect feedback

15 days

Requirements

-       Sample

-       Completed customer complaint form

-      Supporting documents (where applicable)

-      Proof of purchase

 

Service Type

 

Standard of Service

Duration

    3.     Consumer Complaint Handling (Chemical and Engineering products)

Clients: Consumers of products  subjected to compulsory standards

Vital Steps

 

Within 36 days

Submit completed customer complaint form

1 day

Provide Proof of purchase and sample

Provide supporting documents (where applicable)

Collect feedback

35 days

 

         

 

6.0     OUR OTHER STANDARDS

      IF YOU CONTACT US BY TELEPHONE

  • Our staff will identify themselves by name and department.
  • We will give clear and easy to understand advice
  • If we are unable to   answer your enquiry immediately, we will   advise you when you can expect a response.
  • Where the issue is not covered under our mandate, we will refer you to the appropriate Authority where possible.

IF   YOU WRITE TO US

            *   We will respond to your correspondence within 5 working days. Our responses will clearly show our reference number, the author’s name, office telephone,                   and email address.

            *   We will endeavor to resolve your enquiry   before we send you the response. If we are unable to do so, we will inform you of the progress we are making                    and when  you can expect a response.

 IF   YOU VISIT OUR OFFICES

  • You will be attended to immediately;
  • You will be ushered to the waiting room whilst waiting for clearance from respective offices;
  • You will be screened and referred to the appropriate office within 10 minutes;
  • If you have an appointment, you will be attended to within 20 minutes of your appointment time; and
  • Without an appointment, we will endeavor to attend to you within 45 minutes of your arrival.

7.0     CLIENT RIGHTS AND OBLIGATIONS

 As our esteemed   client,   you have the right to expect the highest standards of service delivery from the Agency.

In this respect, you have the right to:

  • Accurate information on the service you are seeking from us;
  • Privacy and confidentiality with respect to personal and financial information, written or oral, that you communicate to us in the course of  receiving a service from us;
  • Be treated with courtesy and consideration in all your dealings with us;
  • Complain when we don’t deliver in accordance with the standards stipulated in this charter; and
  • Participate in the review of this charter.

We ask from you the following:

  • To treat our staff with courtesy;
  • To provide accurate information when requested;
  • To promptly respond to requests for information by us;
  • Not to offer any gifts, favours or inducements to our staff or solicit the same from them; and
  • To comply with any existing Acts and Regulations, governing the provision of the service you are seeking.

8.0     HOW TO COMPLAIN AND COMPLIMENT

We encourage you to provide feedback (complaints and compliments) about our staff and services. When complaining, we ask that you:

State clearly why you are not happy with the service or conduct of our staff;

  • State what you want to be rectified; and
  • Be honest.
  • Feedback can be provided via telephone, email, and letter or in person by visiting our offices at the address given below:

 

The location of our Headquarters is as follows:

Zambia Compulsory Standards Agency, Plot No. 5032, along Great North Road, P.O. Box 31302, Lusaka, Zambia

Hotlines                     :           00260 – 211 - 224900 

Email                         :           This email address is being protected from spambots. You need JavaScript enabled to view it.

Facebook                   :           Zambia Compulsory Standards Agency

Office Hours: Monday – Friday

                       Morning   :  08.00 – 13.00

                       Afternoon: 14.00 – 17.00 

Border Offices:  06.00 – 18.00 hours daily

In order to safeguard your rights, we guarantee you utmost confidentiality and privacy in respect of your identity and substance of your complaint.

However, we encourage you to provide personal details such as postal address, telephone or email. This will enable us to respond to your complaint expeditiously.

9.0     FEEDBACK   MECHANISM

  • We will acknowledge receipt of all complaints, compliments and suggestions;
  • We will respond to your written complaints within 5 working days of receipt;
  • We will issue you with a complaint number; and
  • Where we are unable to resolve your issue within that time, we will inform you when exactly we will be able to do so.

10.0   ACCOUNTABILITY TO THE PUBLIC ON CHARTER PERFORMANCE

We will continue to be transparent and accountable in the performance of our duties. To this end, we will publish information on our level of compliance with our   service standards and guarantees we have made in this charter.

Specifically, we will:

  • Publish performance results against charter commitments in the Agency Annual Reports;
  • Report on charter performance to our clients and other stakeholders including our staff; and
  • Publish a summary of complaints categorised by type and frequency of occurrence and what actions we took in our Agency Annual Report.

Our Mandate

The Zambia Compulsory Standards Agency is a statutory body under the Ministry of Commerce,

Trade and Industry established by the Compulsory Standards Act No. 3 of 2017.

More

Core Values

Professionalism , Integrity , Team work

Hard work,  Innovation, Confidentiality

Accountability

More

PUBLIC NOTICES

1.0 MANDATORY WEARING OF MASKS IN PUBLIC PLACES

The Zambia Compulsory Standards Agency wishes to advise members of the public that need to access its services to use the available electronic platforms rather than physical visits to its premises. This is in a bid to curb the spread of COVID-19 through social distancing.

However, where it is necessary to come to our premises physically, we wish to remind our esteemed clients to ALWAYS wear a mask.

This follows the directive by the Government of the Republic of Zambia for everyone to wear a mask always when in public to mitigate the spread of COVID-19 disease.

Please stay home and stay safe!

2.0 JEVIC LIMITED WILL NO LONGER OFFER PRE-SHIPPING INSPECTION SERVICES