BCC to appoint independent regulator for city parking issues

The Bulawayo City Council (BCC) has announced plans to introduce an independent supervisory body to oversee and investigate complaints related to the city's parking management system, currently operated by Tendy Three Investments (TTI). This decision comes after a series of complaints involving misconduct, abuse, and intimidation by TTI's traffic enforcers, sparking public outrage and calls for accountability.
Recent Complaints and Public Outcry

One of the most notable incidents occurred last month, when TTI traffic enforcers allegedly clamped the vehicle of a motorist who was feeling faint. The motorist, a diabetes patient, had briefly stopped in a no-parking zone along Samuel Parirenyatwa Street due to dizziness and concerns of causing an accident. The incident led to widespread public condemnation, with many calling for the revocation of TTI's contract and immediate action from Bulawayo Mayor Councillor David Coltart. The mayor condemned the enforcers' actions, describing them as "unacceptable".

Additional complaints have surfaced regarding TTI enforcers clamping vehicles belonging to elderly individuals and people seeking medical attention in the city's Central Business District (CBD). These incidents have further fueled concerns about the conduct of TTI staff.

TTI's Role and Background
BCC contracted TTI in 2022 to manage the city's parking system under a US$2 million public-private partnership (PPP). The contract was awarded based on a build, operate, and transfer agreement. The initiative aimed to generate revenue and provide employment for local residents, while also improving parking management in the city. The Zimbabwe Investment and Development Agency had assessed TTI's parking projects in South Africa and deemed the company capable of handling the project in Bulawayo.

However, residents have expressed dissatisfaction with the pace at which TTI has implemented promised parking technology upgrades, citing delays and unfulfilled commitments.
Proposed Independent Regulator

In response to the growing concerns, Bulawayo Town Clerk Mr. Christopher Dube confirmed that the city council intends to establish an independent regulator. This body will monitor and investigate all complaints related to the parking management system and enforce fairness, confidentiality, and efficiency in handling complaints.

"The introduction of this independent regulator aims to provide a systematic approach for handling parking-related issues and promote accountability and continuous improvement in the services offered," Mr. Dube explained.

The new regulator will address a wide range of complaint categories, including:

Unfair issuance of parking tickets or fines, Improper conduct by enforcement personnel, Faulty or unclear parking signage, Malfunctioning parking equipment, Disputes over charges or penalties, Dissatisfaction with service quality or turnaround times

Addressing Issues with TTI

Mr. Dube also revealed that he had met with Councillor Coltart and TTI senior management to discuss various issues, including the growing number of complaints, challenges in project implementation, and the need for a clear grievance procedure for handling cases of clamped vehicles, particularly those belonging to the elderly, disabled, or sick.

The discussions emphasized the importance of upholding the dignity of all motorists and ensuring that the parking management system is fair, transparent, and non-discriminatory across the city. The "Ubuntu" philosophy, which promotes respect and empathy, was also highlighted as a guiding principle for parking enforcement practices.

In light of the complaints, BCC and TTI have agreed to implement regular staff training, re-education, and disciplinary measures for enforcers who act outside the bounds of their duties.
Complaint and Grievance Handling Mechanism

To expedite the resolution of complaints, both BCC and TTI have developed a Complaints and Grievance Handling Mechanism for the parking management project. This clear and structured procedure is designed to ensure that all grievances are handled consistently and in accordance with legal standards.

"This will provide residents, motorists, and the general public with a formal and structured route to voice their concerns, ensuring that these are addressed promptly and fairly," said Mr. Dube.
As Bulawayo grapples with growing dissatisfaction over the parking management system, the establishment of an independent supervisory body and grievance mechanism promises to restore public confidence. BCC's efforts to hold TTI accountable for its actions, coupled with a more transparent and efficient process for addressing complaints, aim to ensure that the city's parking system operates with fairness and respect for all residents.