{"id":5327,"date":"2022-11-08T12:41:45","date_gmt":"2022-11-08T10:41:45","guid":{"rendered":"http:\/\/192.168.240.172\/?page_id=5327"},"modified":"2022-11-18T09:18:58","modified_gmt":"2022-11-18T07:18:58","slug":"client-charter","status":"publish","type":"page","link":"https:\/\/www.zetdc.co.zw\/?page_id=5327","title":{"rendered":"Client Charter"},"content":{"rendered":"\t\t
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ZIMBABWE ELECTRICITY TRANSMISSION & DISTRIBUTION COMPANY<\/strong><\/p>\n\n

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CLIENT CHARTER<\/strong><\/p>\n\n

Client Service Excellence is our Hallmark<\/p>\n\n

Foreword<\/strong><\/p>\n\n

This Client Charter is being crafted at a time when ZETDC is placing greater emphasis on issues that promote client service excellence. As an organisation ZETDC\u2019s role is to keep Zimbabwe\u2019s electricity lights and machines running. We feel obliged to make a promise to our clients on meeting certain standards on delivering service.<\/p>\n\n

We will strive to continuously improve our service and any client feedback would be taken as an opportunity for self-introspection and betterment of services. This Client Charter, is the direction we are taking as a company with the aim of creating better relations with our clients.<\/p>\n\n

Thank you<\/strong><\/p>\n\n

MANAGING DIRECTOR<\/u><\/strong><\/p>\n\n

EXECUTIVE SUMMARY<\/strong><\/p>\n\n

ZETDC, a state owned enterprise, owns and operates Zimbabwe\u2019s electricity transmission and distribution system. Our role is to supply electricity in Zimbabwe. Our Clients are all parties directly connected to the transmission and distribution network and those who might connect in the future. These include domestic households, agricultural institutions, distributors, generators and large industrial companies as well as mining enterprises.<\/p>\n\n

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  1. Purpose of Our Charter<\/strong><\/li>\n<\/ol>\n\n

    This Client charter sets out our commitments to our Clients and how we will work with them to achieve our respective business objectives.<\/p>\n\n

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    • The primary objective of our Charter is to commit us to an open, co-operative and professional approach to dealing with parties connected or intending to connect to the network.<\/li>\n<\/ul>\n\n
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      • The Charter provides an overview of the rights and obligations of parties connected to or intending to connect to the ZETDC high voltage network.<\/li>\n<\/ul>\n\n
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        • This Charter does not and is not intended to replace or override any Legislation, Law or Rules or Government and Regulator directives applying to ZETDC and the connecting parties.<\/li>\n<\/ul>\n\n
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          • Our Vision<\/strong><\/li>\n<\/ul>\n\n

            To be the preferred provider of electricity regionally and related services globally.\u00a0<\/p>\n\n

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            • Our Mission Statement<\/strong><\/li>\n<\/ul>\n\n

              We will strive to bring convenience to our valued Clients through the provision of adequate, safe, reliable electricity and related services at competitive prices.<\/p>\n\n

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              • Our Core Values:<\/strong><\/li>\n<\/ul>\n\n
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                • Teamwork<\/li>\n
                • Integrity<\/li>\n
                • Client focus<\/li>\n
                • Social responsibility<\/li>\n
                • Innovation<\/li>\n<\/ul>\n\n
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                  • Our Critical Success Factors<\/strong><\/li>\n
                  • Pricing – <\/strong>It should be cost reflective and affordable.<\/li>\n
                  • Quality of Service – <\/strong>Meeting Client needs.<\/li>\n
                  • Quality of Supply – <\/strong>Robust Transmission and Distribution Network.<\/li>\n
                  • Security of Supply- <\/strong>Ensuring availability of electricity to our Client all the time where possible.<\/li>\n
                  • Staff Competence – <\/strong>Efficiency and effectiveness.<\/li>\n
                  • Communication –<\/strong> Client feedback on our services.<\/li>\n
                  • Infrastructure Protection – <\/strong>Safeguarding of our infrastructure by our Clients.<\/li>\n
                  • Bill Settlement –<\/strong> Clients striving to settle their bills timeously.<\/li>\n
                  • Compliance <\/strong>\u2013Satisfying the laws, standards and requirements on electricity set by the State through the Energy Regulator (Zimbabwe Energy Regulatory Authority).<\/li>\n<\/ul>\n\n
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                    • Our Generic Commitments to the Client\u00a0\u00a0\u00a0\u00a0<\/strong><\/li>\n<\/ul>\n\n

                      We will:-<\/strong><\/p>\n\n

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                      • place the highest priority on safety and always work in a manner that keeps our Clients, the community, our employees, and contractors safe from injury and harm<\/li>\n
                      • act honestly and with integrity<\/li>\n
                      • work with you proactively to understand your business and your needs, and help you understand our business<\/li>\n
                      • actively seek mutually beneficial solutions and offer you the most cost effective solution to meet the technical criteria<\/li>\n
                      • communicate clearly and openly with you and provide adequate information in a timely manner so that appropriate decisions can be made<\/li>\n
                      • ensure that interactions with you are efficient and productive as we recognize that your time is valuable<\/li>\n
                      • resolve complaints or disagreements quickly and professionally<\/li>\n
                      • operate the electricity network in accordance with our published standards and codes of practice with respect to the quality of supply<\/li>\n
                      • endeavor to automate and computerize our systems and operations in line with advances in technology and state this intention in various sections of this Charter for the information of Clients<\/li>\n
                      • lead the way in developing new technologies and new ways to help businesses stay ahead in the energy market and have a wide range of products and services to help our Clients<\/li>\n
                      • work with our Clients and relevant institutions to deliver energy solutions fit for our Client requirements as cost effectively as possible in an efficient manner.<\/li>\n
                      • Our Client Matrix<\/strong><\/li>\n<\/ul>\n\n
                        \n\n\n\n\n
                        Internal<\/strong><\/td>\nExternal<\/strong><\/td>\n<\/tr>\n
                        EmployeesShareholdersWorkers Representative BodiesBoard of DirectorsPensionersSubsidiary Companies<\/td>\nClientsSuppliersFinancial institutionsResearch\u00a0 institutionsCivic LeadershipsLocal AuthoritiesConsultants\/ContractorsDevelopment PartnersSouthern African Power Pool (SAPP)Client Representative Bodies (CZI, ZNCC, CCZ) ZERA, IPPs<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/figure>\n\n
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                        • Our Client Charter Declarations<\/strong><\/li>\n<\/ul>\n\n
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                          • Supply Interruptions<\/strong><\/li>\n<\/ul>\n\n

                            We aim to get it right the first time, every time. If we do something to upset or frustrate you, please tell us straight away by calling us or contacting one of our service centres listed at the back of this charter.<\/p>\n\n

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                            • Network Faults<\/strong><\/li>\n<\/ul>\n\n
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                              • We are dedicated to providing a safe and reliable service; however, network faults do occur from time to time.<\/li>\n<\/ul>\n\n
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                                • All minor faults (such as replacement of fuses and broken jumpers) will be attended to within 24 hours<\/strong> in Urban areas<\/strong> and 72 hours in Rural areas,<\/strong> however longer periods can be taken for major faults and will be communicated to affected clients accordingly. We will endeavor to communicate with them on the progress we are making on the fault.<\/li>\n<\/ul>\n\n
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                                  • Planned Interruption of Supply<\/strong><\/li>\n<\/ul>\n\n

                                    There may be need for ZETDC to interrupt supply to Clients\u2019 premises for the purpose of maintenance, testing or alterations. The company will give the client at least 7 days <\/strong>prior notice of the interruption due to various works. Notification for such major outages will be given through the public media or may be local depending on the number of Clients affected.<\/p>\n\n

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                                    • Load Shedding<\/strong><\/li>\n<\/ul>\n\n

                                      Load shedding is the deliberate\u00a0 shutdown\u00a0 of electric power in a part or parts of a power-distribution system generally to prevent the failure of the entire system when the demand exceeds the available capacity from generation sources and strains the capacity of the system which will result in the network collapsing. ZETDC will utilize load shedding in order to maintain the integrity of the network and will inform Clients as soon as possible when known in advance but this may not always be feasible on an interconnected system where incidents beyond our borders may necessitate load shedding. Restoration will be as soon as system stability is re-established. A load-shedding programme shall be published from time to time to give clients an idea on when to expert load shedding.<\/p>\n\n

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                                      • Construction and maintenance<\/strong><\/li>\n<\/ul>\n\n

                                        We will work in conjunction with our partners and other stakeholders in ensuring that construction and maintenance of Transmission and Distribution lines and sub-stations\u00a0is accomplished within set timelines. (Time lines to be negotiated at individual contract level)<\/p>\n\n

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                                        • Restoration of Power Supply<\/strong><\/li>\n<\/ul>\n\n

                                          We will endeavour to restore supply to your premises as soon as possible, the maximum restoration times will be within 36 hours (urban) and 84 hours( rural) <\/strong>of receipt of a report or a call to the office concerned. This will be free of charge in respect of faults on our system, only work involving part of your installation will be to your account. If a fault occurs on your part of the installation, you are advised to seek the services of a private electrician\/contractor. We will restore supply upon completion of repairs and after conducting successful tests on your installation.\u00a0\u00a0\u00a0<\/p>\n\n

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                                          • New Connections (where reticulation is in place)<\/strong><\/li>\n<\/ul>\n\n

                                            After payment of full connection fees, ZETDC will have the service installed within 21 working days<\/strong> from the day all materials are availed.<\/p>\n\n

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                                            • New Connections (where reticulation is not available)<\/strong><\/li>\n<\/ul>\n\n

                                              ZETDC will not accept connection fees from a prospective Client if ZETDC cannot provide the connection within the prescribed period for reasons beyond its control. A separate timeline will be communicated depending on the project.<\/p>\n\n

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                                              • New Connection Maximum Demand Clients<\/strong><\/li>\n<\/ul>\n\n

                                                Where there is an application for new supply or alteration to existing supply, the company will carry out all the necessary system studies and give a quotation within 30 working days <\/strong>from the date of receiving the request. If the quotation is acceptable then the two parties can agree on the actual time lines for project execution.<\/p>\n\n

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                                                • Reconnection of Supply<\/strong><\/li>\n<\/ul>\n\n

                                                  ZETDC may be forced to withdraw supply for non-payment of accounts.\u00a0 Should the Client settle all outstanding amounts and reconnection fees, supply will be reconnected within 36 hours (urban client) and 72 hours (rural client)<\/strong>.<\/p>\n\n

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                                                  • Meter Reading<\/strong><\/li>\n<\/ul>\n\n

                                                    It will not always be possible to read all meters every month and some bills will be based on estimates.\u00a0 The Company undertakes to take an actual reading at least once every 3 months<\/strong>.<\/p>\n\n

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                                                    • Meter Accuracy<\/strong><\/li>\n<\/ul>\n\n

                                                      The energy meter has a guaranteed accuracy of \u00b13%. Should Clients suspect meters to be operating outside these limits, testing will be done and results will be given within 7 working days.<\/strong>\u00a0 If the meter is found to be operating outside the limit Clients consumption will be adjusted for a 3-month period preceding the test date. If the meter is found to be operating within prescribed limits, the costs of the test will be debited to the Client\u2019s account.<\/p>\n\n