Service Charter
The Zimbabwe Energy Regulatory Authority (ZERA)’s promise to stakeholders is derived from provisions of enabling energy laws. The promise is anchored on ZERA’s core values of Innovation, Ubuntu, Teamwork, Commitment, Responsiveness.
ZERA promises its stakeholders that it will:
| No | SERVICE COMMITMENT | STANDARD OF SERVICE (Working days) |
| 1. | Receive, review, consult stakeholders and issue approval on a completed electricity license application | 90 days |
| 2. | Receive, review, carry out physical inspection and issue out a petroleum license | 45 days |
| 3. | Undertake performance reviews of electricity 15 licensees to monitor against performance standards and licence conditions. | Once every 3 months |
| 4. | Conduct physical inspections for all new petroleum sites upon licence application submission | 15 days |
| 5. | Inspect all petroleum sites during the lifespan of their licenses. | Once in 12 months |
| 6. | Inspect electricity infrastructure to ensure compliance to regulations. | Once in 24 months |
| 7. | Review and process tariff application requests | 120 days |
| 8. | Review and process Power Purchase Agreements | 90 days |
| 9. | Monitor fuel and LPG quality at licensed petroleum sites countrywide | 100 sites every month. |
| 10. | Educate consumers and consumer groups on alternative energy, renewable energy, energy efficiency and their rights and responsibilities | Once every 6 months. |
| 11. | Conduct at least one consultative meeting with key stakeholders representative groups | One in 12 months |
| 12. | Acknowledge receipt of, and respond to all written enquiries, complaints and compliments from consumers, the public in general or energy licensees | 7 days. |
| 13. | Conduct investigations and hearings as necessary to resolve complaints and disputes upon receipt of the complaint or dispute. | 60 days |
| 14. | Respond to all media enquiries | 3 days |
| 15. | Answer all calls at reception | Within 3 rings |
| 16. | Attend to all clients at reception | Within 5 minutes |
Any concerns, complaints, queries, comments and compliments related to this Service Charter should be addressed to the Chief Executive Officer through the contact details below:
14th Floor Century Towers
45 S. Machel Avenue
PO Box CY 308
Causeway
Harare
E-mail : admin@zera.co.zw Website : www.zera.co.zw
Tel :+263 4 780 010; 253 461; 799 797 ; Toll Free: 08080136 (Econet) ; 08010070 (Netone), 0733780010 (Telecel)
Whatsapp only :+263772161966 Facebook: zeraenergy Twitter :@zeraenergy
