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Service Charter

This Service Charter is a symbol of commitment that we want to show to our people and all stakeholders within Umzimvubu Municipality that we are serious about issues of efficiency and commitment in delivery services to our people. Our intention is to inform and communicate with our people on the following issues:

The services that we are rendering;
How those services can be accessible by the people;
Steps that people can take if they are not satisfied with our services;
How to reach us.

The Services that we render

One of the important tasks recently undertaken by the Umzimvubu Municipality has been the review of the Municipality’s Intergrated Development Plan(IDP), which sets out the infrastructural and other projects and services the municipality is to embark upon as part of its service delivery manifesto.

The Integrated Development Plan has been linked to the budgeting process of the municipality and its organisation performance management system.

On the 16th of July 2003, the municipality adopted its Orgnisational Performance Management System. The system is intended to continuously monitor the performance of the municipality in fulfilling its developmental mandate, against Key Performance of the socio-economic development challenges, into quantifiable and measurable constructs.

The services the municipality intends to provide are set out in the table hereunder, and are linked to key performance indicators and targets which provide the municipality, the community and other stakeholders with a benchmark against which progress on provision of services can be measured.

If you have suggestions on how we may improve the delivery of the services we provide, please contact us with your ideas.

What You Can Expect From Us

(a) Quality – We will

Treat you with respect and courtesy, maintaining confidentiality where required.
Identify ourselves when we speak to you Be cleat and helpful in our dealings with you, giving reasons for out decisions.
Refer enquiries we cannot answer to an appropriate source Present our information,using Xhosa or plain English and also other means relevant to your needs.
Ensure that our Website is easy to use and well set out.

(b) Responsiveness – We will

Deal with your enquiries and complaints quickly an effectively.
Answer your phone call promptly and ensure that unattended phones in operational service areas are re-directed or provided with an answering service and Reply to your letters, faxes and emails withing 21 days.
On more complex issues,our inital reply will give you an estimate of the time a full response willl take and cost, if any.

Political And Administration Management

The Council since the date of its inception on the 01 March 2006 consisted of fourty seven councillors and in terms of the Municipal Structures Act representation by traditional leaders is allowed increasing the total number of serving councillors to fifty six. The total staff complement amounts to 140 staff members broken down as follows:

122 permanent staff employees
14 contracted /casual employees
4 employees on experiential training

How You Can Help Us

We welcome your views and comments as a vital ingredient in helping us to monitor and improve the relevance and quality of our service to the community.

We will consider all suggestions fully and promptly in our planning for service improvement and wherever possible we will respond immediately. We may occassionally seek your input on random surveys of how the community perceives our services and what services are needed, including assessments of our performance.

How We Intend Dealing With Your Problems

If You Write To Us:

We will attend to your enquiry or complaint and give response within 14 days clearly indicating the action the municipality is/has/will take in response to your enquiry or complaint.

If you phone us:

The person responding will give you his/her name with full contact details. We will record your name and contact details, as well as the nature of you enquiry or complaint, and immediately indicate what action we can /intend to take in regard to your enquiry or complaint, as well as the relevant time frames.

Our busines hours are from 08:00 to 17:00 from Monday to Thursday, and 08:00 to 16:00 on Fridays.

If you feel that your enquiry or complaint has not been satifactorily dealt with, you are welcome to contact our Municipal Manager.