Local authorities ordered to set up complaints desks

THE Government has ordered all local authorities to create complaints desks to enable residents to lodge complaints on various issues that have to do with service delivery.

The directive, which was issued by the Ministry Local, Government, Public Works and National Housing, follows reports of rampant abuse of funds by local authorities at the expense of service delivery.

According to the latest report from the Bulawayo City Council, Local, Government, Public Works and National Housing permanent secretary Engineer George Mlilo sent a circular ordering local authorities' to appoint an officer responsible for complaints management.

"The prime purpose of establishing councils is to provide for service delivery at local level which in turn means the Councils are expected to interface with residents for the common good.

The new Constitution stipulates that services are provided impartially, fairly, equitably and without bias. It goes on to say that the people's needs must be responded to within a reasonable time," reads part of the circular.

"Every local authority, regardless of size or location, must have an officer of a suitable senior level, to manage the handling of complaints.
The name and contact details of the officer who handles complaints should also be posted on the complaints or suggestion box and at the reception of council and its sub offices or social amenities".

The circular defines a complaint as an expression of dissatisfaction by one or more members of the public or from an organisation about an activity, product or a service provided by a local authority.

"A complaint may relate to the following; the failure to provide a service, the inadequacy or poor standard of a service, treatment by or the attitude of a councillor or council official, a disagreement with a decision made, a failure to fulfil a promised action and a discriminatory practice," the circular says.

It also says complaints can be made through suggestion or complaints box, through electronic, postal or by mail.

It can also be lodged verbally, through a phone call or at a public gathering or meeting and on the local authority's website.

"Complaints can be signed or anonymous. Whilst anonymous complaints are often difficult to investigate and are not responded to, they should not be ignored as they may reveal a serious flaw in a system that needs to be rectified," reads the circular.

"Complaining should be seen as the right of every citizen, themselves included, and should be handled in a mature, confidential and dignified manner. Complaints should not be dealt with defensively and with the attitude of having only nuisance value," he said.

He also stated that the local authorities must compile a complaints register where all the complaints must be recorded and must be dealt with within 25 working days.

Acting Town Clerk Mrs Sikhangele Zhou told councillors that in 2012, Bulawayo established a call centre which was a centralised office that handled municipal service complaints and emergency calls.

Mrs Zhou said while the call centre had been useful in documenting service faults, it had continued to face several challenges such as non-responsiveness by departments which resulted in the inefficiency of the system.

She said as a result Bulawayo had already come up with a draft customer care policy premised on the need to promote good customer relations with residents and clients.

Council resolved to adopt the draft policy to be harmonised with the Ministerial directive.