CUSTOMER SERVICE CHARTER

OUR COMMITMENT TO OUR CLIENT

 We, the management and staff of the Kalulushi Municipal Council have been entrusted with the great responsibility of developing and implementing policies and programmes to ensure that service delivery is done in a more efficient manner.

To help the Council l to discharge its duties efficiently so as to provide a service we have developed a customer service charter. 

This service charter identifies KEY services that the Council will provide in carrying out its duties. For each of our services a performance standard has been defined. This will enable all our customers to know exactly what service they have a right to receive, when they follow the defined procedures.

The customer service charter also reflects the core values adopted by the Council. Our capacity to provide services in an open, professional and efficient manner also has been enhanced by the established Ward Development Committees.

On behalf of all employees at the Kalulushi Municipal Council, I offer person al guarantee that we will strive to provide you with this level of service. And should we fail to meet our own published standard, I encourage you to contact us through any of the avenues specified in the charter.

The Council shall provide information about various services being offered to its clients between the following working hours 08:30 - 12:30hrs and 14:30 - 16:30 hrs.

ENGINEERING SERVICES SERVICES/PRODUCTS STANDARD TIME FRAME
 

-Rehabilitation of town roads and pothole mending

-Maintenance of drainages

-Installation of standard road signs

-Facilitation of construction of bridges

Within 14 days

Within 30 days

Within 14 days

Within 30 days

 

 

-Installation of street light fittings

-Collection of damaged poles from Road Traffic Accidents

 

Within 5 working days

Within 1 day

  -Protection of Human life and property from fire destruction

10 minutes within a radius of 5km

20 minutes within a radius of 10km

More than 10km radius 30 minutes or more

 

-Grass cutting, maintenance of open spaces and parks

-Cutting of trees posing danger to human life and property

Within 14 days of deployment of workers at a particular area

Within 2 days of reporting

Water and Sanitation

-Drafting and crafting of CDF and Ward Development Fund projects

-Assessment of CDF projects

-Maintenance of boreholes

-Hire of earth moving equipment

-Alterations to council properties

14 days

2 working days

Within 7 working days

Within 14 days of application