Client Service Charter

This Client Service Charter has been developed to monitor efficient service delivery and serve as the blueprint for the Assembly. This will help to further facilitate the standardization of the services delivered and to communicate to the public the exact services that the Municipal Assembly (ESMA) delivers.

It details the service standards that the Assembly is committed to delivering to our stakeholders and outlines a complaints procedure for our esteemed stakeholders who may have challenges with our services.

Through this document, the Assembly will be able to communicate to stakeholders vital information about what the Assembly commits to do, how to contact the Assembly, what to expect by way of service standards, and how to seek remedy for unsatisfactory service.

It will enhance the participation of civil society and interest groups in the management of public finances as well as provide transparent mechanisms for contact, accessibility and complaints.

Another fundamental reason for the development of this Charter is to ensure that the activities of the ESMA cover all categories of user groups ranging from Departments and Agencies, civil society groups, contractors and the general public without any bias.

It is our expectation that stakeholders who engage the ESMA are served in line with our values of being professional, ethical, efficient and responsive.

Our commitment as an Assembly or a Local Government Authority  is to ensure that we provide the highest standards of excellence in client service delivery.

We welcome your feedback as we work together to create a customer-centric culture and to deliver value to you; our stakeholders