Police Client Service Charter

VISION

To be the leading police service provider in the world by the year 2020

MISSION

To maintain law and order, protect and secure the lives and property of the people and to institute dynamic policing practices that engender effective prevention, investigation and detection of crime.

MANDATE

The Zimbabwe Republic Police is established by Section 219 (1) of the Constitution of Zimbabwe which provides that:-

There is a Police Service which is responsible for –

• Detecting, investigating and preventing crime;
• Preserving the internal security of Zimbabwe;
• Protecting and securing the lives and property of the people;
• Maintaining law and order; and
• Upholding this Constitution and enforcing the law without fear or favour.

CORE VALUES

• Commitment
• Professionalism
• Accountability
• Transparency
• Integrity

 

DEPARTMENTS AND THEIR CORE FUNCTIONS

The Zimbabwe Republic Police comprises of four departments which are; Administration, Operations, Human Resources and Crime.

ADMINISTRATION

VISION

To be the leading police service provider in the world by the year 2020

MISSION STATEMENT

To provide the most efficient and effective administrative services in the organization.

CORE FUNCTIONS

• Efficient acquisition and equitable distribution of material resources for the organization;
• Enhancing proper utilization of both human and material resources;
• Maintenance and cultivation of good relations with suppliers and other stakeholders;
• Construction and acquisition of office and residential accommodation;
• Ensuring that ZRP Clothing factory, transport regional workshops and other police business units are fully utilized;
• Coming up with strategies to turnaround the police business units in liaison with the Finance Directorate.

OPERATIONS

VISION

To be the leading police service provider in the world by the year 2020

MISSION STATEMENT

To uphold the Constitution of Zimbabwe by maintaining law and order, preserving the internal security of the country, protecting and securing the lives and property of the people and to institute dynamic policing practices that engender effective prevention, investigation and detection of crime.

CORE FUNCTIONS

• Coordinating all national operations and provincial deployments as a crime prevention measure;
• Providing guidance, direction and advice on all matters concerning police operations;
• Maintaining liaison with Officers’ Commanding Police provinces;
• Designing national operations to curb illegal mining of precious minerals, vandalism of public infrastructure, i.e ZESA, NRZ and TELONE, poaching of wildlife, stock theft as well as management of disasters;
• Monitoring and evaluating national police operations;
• Monitoring and evaluating daily, weekly and monthly crime statistics.

HUMAN RESOURCES

VISION

To be the leading police service provider in the world by the year 2020

MISSION STATEMENT

To plan for an effective and efficient human resource base that provides quality service to the police client through recruiting, training, placement, performance management as well as ensuring healthy and well catered for officers.

CORE FUNCTIONS

• Coordinating activities in the areas of recruitment, promotion, transfers, dog training and career development of the organization;
• Identifying performance deficiencies, coordinating and directing all training activities and controlling the training budget in line with the training policy;
• Administering pay and records, discipline, discharges, pensions and civilian personnel, honours and awards and boards sections;
• Developing commissioned officers [senior managers] and non-commissioned members in the organization and maintaining strategic partnerships with local and external institutions of higher learning.

CRIME

VISION

To be the leading police service provider in the world by the year 2020

MISSION STATEMENT

To effectively and efficiently analyze and monitor crime trends and patterns, disseminate accurate crime information to approved end users and to supervise the prevention, investigation and detection of crime in the country while ensuring that the entire process is executed withinthe legal and ethical framework

CORE FUNCTIONS

• Effectively managing crime information through analyzing it and generating crime combating strategies;
• Standardizing procedures on handling crimes against women and children, criminals and accused persons;
• Ensuring close liaison between the department and stakeholders through consultative meetings;
• Coming up with methods of researching on crime concentrations, trends and motives;
• Maintenance of crime statistics including sexual crimes and domestic violence database;
• Ensuring timely dissemination of crime information to all stakeholders;
• Reinvigorating the multi-sectoral approach in the management of sexual abuse;

CLIENTS

External

These include all members of the public outside the Zimbabwe Republic Police regardless of race, colour, sex, religion or other inclination.

Internal

These include officers and members of the Zimbabwe Republic Police, who may at any given time, require particular services either as individuals or at section or departmental level.

SERVICE COMMITMENT AND STANDARDS

As the Zimbabwe Republic Police, we have committed ourselves to providing the most effective and efficient policing service to the public, giving due recognition to our diverse client groups including the most vulnerable members of society.

The following standards of performance define the minimum level of service, which our clients may expect from us.

POLICE RESPONSE TO CALL FOR SERVICE

This area covers the manner and timeliness of responding to any of the following services:-

SERVICE OFFERED	STANDARD
Telephone calls	To answer telephone calls within 10 seconds/3 rings
Personal visits	To attend to visitors within 1 minute of their arrival at the police station
Scene attendance	Grade A – cases to be attended to within 10 minutes in urban areas and within 2 hours in rural areas
	Grade B – cases to be attended to within 3 hours in urban areas and within 48 hours in rural areas
Correspondence	To respond to all forms of correspondence within 7 days of receiving them or sending an acknowledgement of receipt

CRIME

SERVICE OFFERED	STANDARD
Crime prevention	To limit the rate of growth of crime to 2% of the previous year’s figures
Crime detection	To detect 75% of all reported cases per year
Crime investigations	At least 75% of all the dockets (petty, moderate and serious) under investigations should be finalized within the stipulated period

CRIME DOCKET MANAGEMENT
SITUATION	STANDARD
Petty under situation one (01)	48 hours
Petty under situation two(02)	7 days
Petty under situation three(03)	21 days
Moderate under situation one (01)	7 days
Moderate under situation two(02)	21 days
Moderate under situation three(03)	30 days
Serious under situation one(01)	21 days
Serious under situation two(02)	30 days
Serious under situation three(03)	60 days

NOTE

The above crime docket management standards are used in conjunction with the situations below:-

• Situation 01– where accused and witness are available.
• Situation 02 – where accused is available and witness is not available.
• Situation 03 – where accused is not known.

TRAFFIC

TRAFFIC MANAGEMENT
SITUATION	STANDARD
Traffic accidents	To limit the rate of growth of traffic accidents to 5% basing on previous year’s figures
Traffic docket investigation	At least 75% of the standard docket investigation should be finalized within the set time
Detection	To detect 30% of all hit and run cases for the year

TRAFFIC DOCKET INVESTIGATION STANDARDS
SITUATION	STANDARD
Petty	Maximum 21 days
Moderate	Maximum 30 days
Serious	Maximum 60 days

PUBLIC ORDER AND REASSURANCE

SERVICE OFFERED	STANDARD
Management of public order and disorder situations	Immediate
Reducing fear of crime	Increasing police visibility both during the day and night

COMMUNITY ASSISTANCE

SERVICES	STANDARD
Provision of basic crime prevention advice to the public	On a monthly basis
Marketing the idea of hot lines and suggestion boxes to increase the flow of information between the police and the public	On a monthly basis
Encouraging members of the public to join Neighbourhood Watch Committees and other crime fighting structures	On a monthly basis

 

RIGHTS AND OBLIGATIONS OF CLIENTS

Rights

• Every client has a right to enter the police station or public enquiry counter (PEC) and make a report if he/she feels his/her rights have been infringed by some other person;
• Right to have his/her report recorded by police and be given a reference number;
• Right to follow up on the position of reported cases and be given sufficient explanation by the police;
• Right to seek recourse when not satisfied with the service rendered by police officers;
• Right to carry out an arrest of any individual for the commission of crimes as empowered by Sections 27 – 31A of the Criminal Procedure and Evidence Act Chapter 9:07.

Obligations

• As provided by Section 39 of the Criminal Procedure and Evidence Act, Chapter 9:07, every male inhabitant in Zimbabwe between the age of sixteen and sixty years is, when called upon by a police officer, authorized and required to assist that police officer in making any lawful arrest;
• Clients have an obligation to give their suggestions or comments with a view to improve police service delivery;
• Clients also have to clearly express their particular needs from the police or what they feel they should be helped with.

REVIEW OF CLIENTS CHARTER

A review of the Clients Charter will be conducted twice a year. This review will be aided by a feedback gotten from the following organizational strategies:-

• Remarketing theorganization’s Service Charter at national, provincial, district and station levels.
• Public opinion surveys / snaps to be regularly conducted in order to assess public confidence in the organization.

FEEDBACK

The ZRP endeavors to ensure that, at all times, there is a smooth flow of communication between the organisation and its customers. Members of the public are encouraged to notify the police when they are dissatisfied with the service rendered to them in the manner outlined hereunder:-

• Report any grievances to the Officer-In-Charge of the police station concerned;
• If not satisfied, report to the Officer Commanding the Police District, then to the Officer Commanding Police Province and ultimately to the Commissioner General of Police at Police General Headquarters if your concern is not adequately addressed.
• As the police who are handling cases reported, we undertake to give our clients feedback on progress of the case being investigated, upon request.
• Upon the finalization of the case reported by our clients, we also commit ourselves to providing feedback on the outcome of all cases we would have dealt with.

Police stations, districts, provinces, sections and departments shall all display their contact details which include postal and physical addresses, direct lines, mobile phone numbers, e-mail addresses, toll free lines, whatsapp contacts at such visible signposts at the police establishments as the case may be for the convenience of the public.

CONTACT ADDRESSES

POLICE NATIONAL OFFICE

POSTAL ADDRESS

Police General Headquarters,

P.O. Box CY 34, Causeway,

Harare, ZIMBABWE

PHYSICAL ADDRESS

Police General Headquarters,

Corner 7th Street/Josiah Chinamano Avenue

Harare, ZIMBABWE

TELEPHONE NUMBERS:

General line – (0242)700171-9

Extensions to Complaints Desk – 3380/3189

Complaints Desk direct line – (0242)703631

(The Complaints Desk operates 24hours a day for 7 days)

Zimbabwe Republic Police reiterates that we remain committed to providing the most effective and efficient policing service to the public anchored on our motto – “Honesty and Integrity.”