{"id":7421,"date":"2026-05-27T15:25:19","date_gmt":"2026-05-27T15:25:19","guid":{"rendered":"https:\/\/testdomain45.gov.zw\/?page_id=7421"},"modified":"2026-06-24T07:29:46","modified_gmt":"2026-06-24T07:29:46","slug":"client-service-charter","status":"publish","type":"page","link":"https:\/\/testdomain45.gov.zw\/?page_id=7421","title":{"rendered":"Client Service Charter"},"content":{"rendered":"\t\t
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PREAMBLE<\/strong><\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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The Ministry of Defence is an entity comprising both military and civilian personnel, headed at the political level by a Minister who is supported by a Deputy Minister. At the administrative level the Ministry is headed by a Permanent Secretary who is also the Accounting Officer and Principal Advisor on policy matters, a role that is performed by the Commander Defence Forces on the military side. The Zimbabwe Defence Forces is currently constituted by the Zimbabwe National Army and the Air Force of Zimbabwe. Section 211(1) of the Constitution allows for the establishment of any other services as may be provided for by or under an Act of Parliament.<\/h5>
The Charter captures the Ministry\u2019s commitment to provide quality service to our clients and our quest for continuous improvement which is binding to all our members. The Charter highlights our rights and obligations to our clients and the reciprocal rights and obligations from them, demonstrating mutuality of respect in our interactions.<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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\r\n \r\n \r\n MANDATE\r\n \r\n <\/span>\r\n <\/h2>\r\n <\/div>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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We derive our mandate from the Constitution of Zimbabwe;<\/h5>
Sections 215 which states that:<\/h5>
\u201cThe President must appoint a Minister to be responsible for the Defence Forces\u201d<\/h5>
and\u00a0<\/h5>
Section 211 (1):\u00a0<\/h5>
The Defence Forces of Zimbabwe consist of an Army, an Air Force and any other services that may be established under an Act of Parliament.<\/h5>
\u00a0<\/h5>
TERMS OF REFERENCE <\/strong><\/h5>
Constitution of Zimbabwe<\/a><\/h5>
Defence Act (Chapter 11 02).<\/a><\/h5>

\u00a0<\/h2>

VISION<\/strong><\/h2>
Our vision is to provide the Republic of Zimbabwe with a versatile and sustainable defence capability.<\/h5>

MISSION <\/strong><\/h2>
Our mission is to defend the sovereignty, territorial integrity and national interests of the Republic of Zimbabwe and contribute to international peace and security.<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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CORE VALUES<\/strong><\/h2>
Professionalism – Loyalty – Patriotism – Integrity – Discipline<\/h5>

DEPARTMENTS IN THE ORGANISATION AND THEIR CORE FUNCTIONS<\/strong><\/h2>
The Ministry has \u00a0eight Departments, each led by a Director and supported by Deputy Directors to ensure efficient and effective service delivery. The Departments and their functions are as follows:<\/h5>

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Strategic Policy Planning, Monitoring and Evaluation<\/strong><\/h5>
The Department coordinates strategic planning, policy formulation and risk mitigation in furtherance of the realisation of national defence objectives and informed decision-making. The Department is also responsible for monitoring and evaluation of policies, programmes and projects to ensure effectiveness, accountability, continuous improvement and client satisfaction.<\/h5>

\u00a0<\/p>

International Affairs, Advocacy and Public Relations <\/strong>\u00a0\u00a0 \u00a0<\/strong><\/h5>
The Department coordinates the administration and implementation of international treaties and protocols that fall under the purview of the Ministry. The Department is also responsible for the Ministry\u2019s corporate affairs, public relations and protocol.<\/h5>

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Finance and Administration\u00a0 <\/strong><\/h5>
The Department coordinates the management of the Ministry\u2019s financial and asset resources to ensure timely budgeting, procurement support, payments and the maintenance of infrastructure that facilitate effective service delivery.<\/h5>

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Human Resources\u00a0 <\/strong><\/h5>
The Department manages and develops civilian human capital through recruitment, training, performance management, payroll administration and disciplinary processes to support a professional and efficient workforce.<\/h5>

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Procurement\u00a0 <\/strong><\/h5>
The Department ensures timely acquisition of equipment, goods and services and the disposal of redundant and obsolete equipment. This is done with strict adherence to the Public Procurement and Disposal of Public Assets (PPDPA) Act [Chapter 22:23] by ensuring value for money, transparency and accountability.<\/h5>

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Information Communication Technology (ICT)<\/strong><\/h5>
The Department spearheads digital transformation and modernisation of the Ministry by establishing and maintaining reliable ICT systems to enhance Information Communication Technology and efficient service delivery.<\/h5>

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Internal Audit\u00a0 <\/strong><\/h5>
The Department provides independent assurance, advisory and investigative services to strengthen governance, risk management and internal control systems within the Ministry.<\/h5>

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Gender Mainstreaming, Inclusivity and Wellness Services \u00a0<\/strong><\/h5>
The Department coordinates the formulation, implementation and evaluation of gender mainstreaming, inclusivity and wellness policies, strategies and programs in the Ministry.<\/h5>

\u00a0<\/p>

OUR CLIENTS<\/strong><\/h2>
The Ministry of Defence exists primarily to serve the citizens and residents of Zimbabwe through the formulation and implementation of defence policies and the provision of strategic oversight that safeguards the nation’s sovereignty, territorial integrity, peace and security. As the ultimate beneficiaries of the Ministry’s mandate, members of the public remain its principal stakeholders and clients.<\/h5>

\u00a0<\/p>

In carrying out its responsibilities, the Ministry serves a diverse range of internal and external stakeholders. Internal clients include the Minister of Defence, Deputy Minister of Defence, Permanent Secretary, Commander Defence Forces, Ministry of Defence personnel and members of the Zimbabwe Defence Forces. External clients include the Office of the President and Cabinet, Parliament, the Judiciary, Ministries, Departments and Agencies, regional and international organisations, development partners, the media, investors, business partners, service providers and former serving members of the Defence Forces.<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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SERVICE COMMITMENTS AND STANDARDS <\/strong><\/h2>
We strive to ensure that service is promptly delivered and that queries from the public are timeously attended to. To achieve this, timelines and client satisfaction will be used as measure of performance.<\/h5>

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Ministry Obligations and Commitments<\/h2>

The Ministry is committed to:<\/h5>
  • Implementing Government policy on defence matters in accordance with the Constitution of Zimbabwe, applicable legislation, and national development priorities.<\/h5><\/li>
  • Ensuring the effective, efficient, transparent, and accountable utilisation of resources allocated by Government for the administration and maintenance of the Zimbabwe Defence Forces and related functions.<\/h5><\/li>
  • Processing and settling legitimate financial obligations, including payments to creditors, within stipulated timeframes and in accordance with applicable financial regulations.<\/h5><\/li>
  • Maintaining an open and accessible environment that encourages the public and stakeholders to provide suggestions, comments, and ideas aimed at improving service delivery.<\/h5><\/li>
  • Treating all clients and stakeholders with courtesy, dignity, professionalism, fairness, and respect.<\/h5><\/li>
  • Providing timely, accurate, and relevant information to clients and stakeholders, subject to applicable laws and security considerations.<\/h5><\/li>
  • Continuously reviewing and improving service delivery systems, processes, and standards to enhance efficiency and client satisfaction.<\/h5><\/li>
  • Responding promptly and appropriately to enquiries, complaints, and feedback received from clients and stakeholders.<\/h5><\/li><\/ul>
    \u00a0<\/h5>

    \"\"<\/p>

    CLIENTS OBLIGATIONS<\/strong><\/h2>
    The Ministry values and encourages constructive engagement with its clients and stakeholders. To facilitate efficient and effective service delivery, clients are expected to:<\/h5>
    • Interact with Ministry personnel in a respectful, courteous, and professional manner.<\/h5><\/li>
    • Comply with all applicable rules, procedures, policies, and regulations governing the services provided.<\/h5><\/li>
    • Provide accurate, complete, and timely information when seeking services from the Ministry.<\/h5><\/li>
    • Respect official channels of communication and service delivery processes.<\/h5><\/li>
    • Submit feedback, suggestions, compliments, or complaints to assist the Ministry in monitoring and improving service quality.<\/h5><\/li>
    • Safeguard and properly utilise any information, documents, or services provided by the Ministry in accordance with applicable laws and regulations.<\/h5><\/li><\/ul>

      \u00a0<\/p>

      Clients’ Rights<\/h2>

      Clients are entitled to:<\/h5>
      • Receive professional, courteous, and timely service.<\/h5><\/li>
      • Be treated fairly, impartially, and with dignity and respect.<\/h5><\/li>
      • Access accurate and relevant information relating to the services provided by the Ministry.<\/h5><\/li>
      • Have their enquiries, complaints, and requests handled efficiently and confidentially, where applicable.<\/h5><\/li>
      • Provide feedback and receive appropriate responses within stipulated timeframes.<\/h5><\/li>
      • Expect continuous improvement in the quality and efficiency of service delivery.<\/h5><\/li><\/ul>

        \u00a0<\/p>

        REVIEW OF THE CHARTER<\/strong><\/h2>
        We undertake to review our Charter periodically in response to changes in policy, the operating environment and feedback from clients.<\/h5>

        \u00a0<\/p>

        HOW TO CONTACT THE ORGANISATION <\/strong><\/h2>
        We value and encourage feedback from our clients. As such, the Ministry\u2019s contact details are as follows:\u00a0<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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        \r\n \r\n \r\n MINISTRY OF DEFENCE ADDRESSES\n\n\n\r\n \r\n <\/span>\r\n <\/h3>\r\n <\/div>\r\n<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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        Head Office:<\/strong><\/h5>

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        Physical Address;<\/u> <\/strong><\/h5>
        Defence House, 96 Kwame Nkrumah Avenue, Harare.<\/strong><\/h5>
        Postal Address; <\/u><\/strong><\/h5>
        Private Bags 7713, Causeway, Harare.\u00a0 \u00a0 <\/strong><\/h5>
        \u00a0 \u00a0 \u00a0 \u00a0\u00a0<\/strong>Telephone:<\/h5>
        +263 242 700155-8\/+263 242 252050-7<\/h5>
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        Zimbabwe National<\/strong><\/em> Army<\/strong><\/h5>
        \u00a0<\/h5>
        Physical Address;<\/u><\/em><\/strong>\u00a0<\/em><\/strong><\/h5>
        Corner Sandringham Road\/ Borrowdale Road, Harare<\/strong>. \u00a0<\/strong><\/h5>
        Postal Address;<\/u> <\/em><\/strong><\/h5>
        Private Bag 7720,\u00a0Causeway, Harare<\/strong>.<\/h5>
        Telephone:<\/h5>
        +263 242 731821-7<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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        Air Force of Zimbabwe<\/strong><\/h5>
        \u00a0<\/h5>
        Physical Address;<\/b><\/u><\/em><\/h5>
        <\/b>Corner Sandringham Road\/ Borrowdale Road, Harare<\/strong>.<\/h5>
        Postal Address;<\/u>\u00a0<\/em><\/strong><\/h5>
        Private Bag 7721, Causeway, Harare.<\/strong><\/h5>
        Telephone:<\/h5>
        +263 242 764579<\/h5>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

        PREAMBLE The Ministry of Defence is an entity comprising both military and civilian personnel, headed at the political level by a Minister who is supported by a Deputy Minister. At the administrative level the Ministry is headed by a Permanent Secretary who is also the Accounting Officer and Principal Advisor on policy matters, a role […]<\/p>\n","protected":false},"author":3,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"om_disable_all_campaigns":false,"footnotes":""},"class_list":["post-7421","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=\/wp\/v2\/pages\/7421","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=7421"}],"version-history":[{"count":116,"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=\/wp\/v2\/pages\/7421\/revisions"}],"predecessor-version":[{"id":8155,"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=\/wp\/v2\/pages\/7421\/revisions\/8155"}],"wp:attachment":[{"href":"https:\/\/testdomain45.gov.zw\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=7421"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}