Police Client Service Charter
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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 |
