New parking management system complaints handling mechanism for Bulawayo

The Bulawayo City Council (BCC) has announced plans to introduce an independent supervisory body to monitor and investigate complaints related to the city's contracted parking management company, Tendy Three Investments (TTI). The decision follows mounting concerns over allegations of abuse, misconduct, and intimidation by TTI's traffic enforcers.

The move comes in the wake of a disturbing incident last month, in which TTI traffic officers clamped the vehicle of a motorist who had temporarily stopped in a no-parking zone along Samuel Parirenyatwa Street. The driver, reportedly suffering from diabetes, had stopped her vehicle due to dizziness and fear of causing an accident. Despite her condition, her car was clamped, sparking outrage and calls for BCC to revoke TTI's contract.

In response to the incident, Bulawayo Mayor Councillor David Coltart condemned the actions of TTI's traffic enforcers, deeming their behaviour unacceptable. Other complaints have included the clamping of vehicles belonging to elderly individuals and those seeking medical attention from clinics or pharmacies.

To address these concerns, Bulawayo's town clerk, Mr. Christopher Dube, confirmed the establishment of an independent body to oversee all complaints related to parking management and enforcement. The body will ensure that complaints are handled with fairness, confidentiality, and efficiency.

"This regulator will be responsible for monitoring all complaints related to parking management and enforcement activities carried out by TTI on behalf of BCC," said Mr. Dube. "We aim to provide a systematic approach for handling parking-related complaints and to promote accountability and continuous improvement in parking services."

The new regulator will focus on a wide range of complaint categories, including unfair issuance of parking tickets or fines, improper conduct by enforcement personnel, faulty parking signage, and disputes over parking charges or penalties. Other issues may include dissatisfaction with service delivery or complaints related to malfunctioning parking equipment.

Mr. Dube also revealed that a meeting was held between himself, Mayor Coltart, and senior TTI management to address ongoing issues in the parking management project. They discussed the need for strict adherence to previous resolutions regarding the behaviour of enforcement staff and the prompt handling of cases involving clamped vehicles belonging to vulnerable individuals such as the elderly and those in ill health.

"The mayor emphasised the importance of maintaining the dignity of motorists and ensuring that the principle of Ubuntu is upheld at all times in the parking management," said Mr. Dube. "It is essential that the parking project is implemented fairly and non-discriminatory, across the city."

As part of the agreement, TTI employees will be required to undergo regular training and re-education, with disciplinary measures to be instituted for any misconduct. Additionally, a Complaints and Grievance Handling mechanism has been developed to ensure quicker response times and a more transparent process for addressing concerns.

The new grievance procedure is expected to create a formal, structured, and legally compliant route for residents, motorists, and the public to voice their complaints and ensure they are addressed in a fair and consistent manner.