Client Service Charter

The Client Service Charter reaffirms the Zimbabwe Revenue Authority's (ZIMRA) commitment to provide high quality service to our clients, customers, taxpayers, stakeholders, and the general public. ZIMRA prides itself in demonstration high levels of professionalism through efficient and effective revenue mobilization and facilitation of trade for over 20 years guided by our core values of integrity, Transparency, Fairness, Innovativeness, and Commitment. We declare upfront that all forms of corruption are not tolerated.

Service delivery

We commit ourselves to meet the following minimum standards in our service delivery

  • We shall neither solicit for, nor accept bribes, favours, and or payment over and above the charges that are prescribed by law and for services provided
  • We shall answer all calls courteously within 20 seconds or 3 rings during working hours.
  • We shall acknowledge all written correspondence within 2 working days, respond within 3 working days on simple matters, and within 8 working days where research is needed.
  • We shall acknowledge all social and digital media enquiries within a day and respond within 3 working days.
  • We shall acknowledge all media queries within a day and respond within 3 working days
  • We shall accurately inform stakeholders of major developments within 2 working days using appropriate communication channels
  • All members of the public who call at our inland offices will be attended to within 10 minutes of arrival.
  • All objections will be determined and the decision communicated to clients within 60 working days from the date of receipt of the letter of objection.
  • Audits, excluding transfer pricing investigations, will be concluded within 90 working days from the date all required and relevant material and documents are received.
  • Taxpayers will be registered within one working day upon meeting requirements for VAT or PAYE.
  • Commercial consignments will be cleared within 3 hours from the submission of correct and complete documentation unless selected for physical examination.
  • All passengers on a flight will be declared will be cleared within 2 hours.
  • A busload with bona-fide travelers will be cleared within an hour
  • Physical examination of road, air and containerized cargo will be done within 48 hours.
  • We shall treat all tax matters with privacy and confidentiality.

ZIMRA's obligation to Clients

  • We are accountable to the nation of Zimbabwe
  • We shall conduct our business within the confines of the Law
  • We do not tolerate, smuggling, tax evasion, corruption, favouritism, and discrimination.
  • We shall carry out our duties professionally, diligently, and courteously.
  • We shall clearly explain the procedures and your rights should be required to undergo a physical search.
  • We promise to handle your information with strict confidence and to maintain your privacy.
  • We are committed to minimizing your compliance costs.
  • We shall carry or wear the proper identification at all times as we carry out our duties.
  • We are here to serve you and we are open to your suggestions, criticisms, and advice.

Client's obligation

In return, ZIMRA requires you to comply with all relevant laws, by providing accurate and complete information. More specifically:

  • To treat our staff members fairly and with courtesy.
  • To refrain from offering our staff members bribes.
  • To submit statutory returns and make payments due within the required time.
  • To be open and honest in providing any additional information that may be requested.
  • To be fully cooperative in all business dealings with ZIMRA.
  • To report and refrain from corrupt tendencies in all dealings with ZIMRA.
  • To ensure that you have accurately completed all the necessary forms before departure from or arrival in Zimbabwe.
  • To pay duties and taxes on time and in full.
  • Be aware that all travelers' baggage or cargo is subject to physical examinations.
  • To use the services of licensed clearing agent if you are importing or exporting commercial cargo. The list of licensed clearing agents can be accessed on our website (www.zimra.co.zw).

Client's rights

As our clients stakeholders, you have the right:

  • To be treated fairly and with courtesy in all your transactions with us.
  • To efficient service without compromise.
  • To enquire or raise a complaint when not satisfied with the level of service offered.
  • To receive up-to-date tax information and feedback on complaints raised.
  • To escalate any service-related issues to the higher office, if not satisfied with the response or resolution provided.
  • To offer suggestions that may enable ZIMRA to provide better services.

 

Information Services

We are committed to providing proactive education which included:

  • Making relevant information available to taxpayers, customers, stakeholders, and the general public, verbally and in the print, digital and electronic media as well as on our website (www.zimra.co.zw).
  • Making available pamphlets, posters, video, and audio clips, and other relevant material.
  • Access to a Client Care staff member at any station.
  • Access to tip-off anonymous and Whistle-blower service as communicated on our website (www.zimra.co.zw).

 

Head Office 6th Floor, ZB centre Cnr First Street & Kwame Nkrumah Avenue General line : 0242758891-5 Contact centre : 08688007614 Email : This email address is being protected from spambots. You need JavaScript enabled to view it.

Remember, it is your right to see the next senior member of staff on duty or the head of the station if you are not satisfied with the level of service delivery from any staff member of the Authority.