2. Vision Towards total and unparalleled ICT solutions for our clients locally and beyond by December 2018

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1 CLIENTS CHARTER 1. Preamble PowerTel Communications (Private) Limited ( PowerTel ) has been the leading data and voice services provider in Zimbabwe through the use of optical fibre cable and wireless technologies since its inception in In addition, PowerTel focuses on ICT research and development and e-commerce solutions. In a bid to remain a client-centric organisation the Board and management came up with this service charter. The purpose of this charter is to highlight the organisation s functions and ensure maximum client satisfaction. In developing this service charter, consultations with several stakeholders were conducted to ensure that clients derive ultimate value from PowerTel s business operations. 2. Vision Towards total and unparalleled ICT solutions for our clients locally and beyond by December Mission Statement To provide innovative, reliable and affordable ICT solutions that empower and satisfy our clients through leading technology' 4. Mandate PowerTel, a wholly-owned subsidiary of ZESA Holdings (Pvt) Ltd, is well placed to provide data and voice communications infrastructure services through cable and wireless technologies. The Electricity Act [Chapter 13:19] enabled the formation of PowerTel which was then registered under the provisions of the Companies Act [Chapter 24:03]. Our mandate is derived from the following acts and polices: Constitution of Zimbabwe Amendment (No. 20) Act, 2013 ZIMASSET Policy Document Electricity Act [Chapter 13:19] Postal and Telecommunications Act [Chapter 12:05] Companies Act [Chapter 24:03] and Memorandum and Articles of Association. 5. Core Values In order to attain our vision and mission, our core values are: Commitment Dedication, loyalty, assurance, promise, obligation Innovation 1

2 Improvement, modernization, re-engineering, advancement, distinction, superiority, quality, creativity, originality, resourcefulness, inventiveness Teamwork Collaboration, harmony, cooperation, joint effort, solidarity, Integrity Honesty, professionalism, ethical, truthfulness, uprightness, reliability, respect 6. Departments in the Organisation and their Core Functions 6.1 Human Resources Department Vision Towards an energetic, multi-skilled, motivated and productive workforce by December 2018 Mission To attract, develop and retain skilled, professional and dedicated staff through best Human Resources practices, policies and procedures for timely service delivery Department Function Standards Obligations Contacts Human resources Employee resourcing Placement within 2 months of receipt of a dully approved manpower request form Treat employees even handed Ensure employment Induct `new employees within 1 week of joining the organisation practices comply with legislation 100% Payroll administration Leave days administration Training & development Capture details of new employees into the SAP HR system within one week from date of assumption of duty Avail workstation space to a new employee within two days after induction Pay salaries as per the approved payroll dates Administer leave and off days as per Human Resources Administration Notes Prepare annual training calendar for the following year by the 31 st of December. Conduct training programmes are as per the approved training calendar and set time frames. To be 100% accessible to all clients. Human Resources Manager Mrs Sibusisiwe Mukasa smukasa@po wertel.co. Ext 114 Managing Eng. Samuel Maminimini smaminimini Ext 145 2

3 Department Function Standards Obligations Contacts Estate management Fleet management Security management Healthy and safety Adequate office space to staff within first day of joining Pay rentals within 7 days Provide operational pool vehicles and allocated vehicles within a month Provide personally allocated within 6 months of engagement Provide security services to company sites on request within 24 hours Provide a safe and secure working environment always Office space provision Pay rentals on time Provide operational vehicles Provide personally allocated vehicles to managers for home and work use Provide adequate security Provide a safe and secure working environment 6.2 Finance Department Vision Towards excellent and effective financial solutions that meet the requirements of our clients by December 2018 Mission To provide professional and efficient financial services in resource mobilisation and utilisation in meeting the organisation s goals Department Function Standards Obligations Contacts Finance Funding company operations Release funds required within the specified project time frame 3 Management of debtors book Management of creditors book Management accounting and cost control Stock management Financial reporting Receipt within 30 days of issuance of invoice Pay within 30 days of invoice receipt Budget preparation and budgetary control Spend within specified annual budget amount. Ensure adequate stocks are available 100% compliance to International Financial reporting Standards Monthly,quarterly and yearly reports To provide accurate information on the organisation s performance Provide accurate bills to customers, timely Timely payments to suppliers The Finance Mecillina Tshabalala Building 10 th Floor Ext mtshabalala@ powertel.co.z w Managing Eng. Samuel Maminimini

4 Department Function Standards Obligations Contacts smaminimini Ext Commercial Department Vision Towards quality service and client satisfaction by December 2018 Mission To provide prompt, effective and efficient service to all our clients Department Function Standards Obligations Contacts Commercial Service provision Send quotations not requiring site surveys availed to client within 24 hours of enquiry. Maintain and uphold the confidentiality of client information Send quotations requiring site surveys availed to client within 72 hours of enquiry. Provide client service requests as per Service Level Agreement and agreed schedules Provide client support services 24 hours a day 7 days a week Inform clients of scheduled maintenance and repairs a week in advance of the scheduled maintenance. Respond to phone calls within 3 rings Respond to client s within 24 hours. Provide accurate information to clients timely Adhere fair competition practices Adhere to set service level agreements with clients Maintain professionalism when dealing with all clients Commercial Mr Willard Nyagwande Ext 141 wnyagwande Managing Eng. Samuel Maminimini smaminimini Ext 145 Corporate Social Responsibility and stakeholder relations management 100 % compliance to the Powertel Corporate Social Responsibility Policy Client retention Retain 98% of clients within a calendar year. After sales support Resolve customer complaints within 24 hours. 4

5 Department Function Standards Obligations Contacts Visit and hold service meetings with corporate clients at least once quarterly. Brand management Implement all branding activities as spelt out in the brand manual. New market development Target 30% new prospects in personal selling. Procurement of goods and services Adhere 100% to State procurement board standard procedures 6.4 Technical Department Vision Towards quality service and client-focused ICT solutions that meet client needs by December 2018 Mission To provide timely, affordable and reliable ICT solutions and services to clients through cutting-edge technology and best ICT practices Department Function Standards Obligations Contacts Technical Network planning International Telecommunications Union standards 5 Projects Implementation International Engineering Council Standards Local Council By-Laws POTRAZ regulations EMA regulations 100 % compliance with International Telecommunications Union standards System Design implement engineering requirements for new elements that will be added onto the network System Integration Support projects implementation plans for integrating new elements onto the existing network Network dimensioning 100% Network performance monitoring and reporting Network optimisation Implement projects within set timelines. 100% adherence Technical (Acting) Eng. Ronald Tarugarira rtarugarira@p owertel.co. Managing Eng. Samuel Maminimini smaminimini Ext 145

6 International Engineering Council Standards Local Council By-Laws POTRAZ regulations EMA regulations to local and international quality standards. 100% adherence to local authority by-laws. 100% adherence to Civil Aviation (CAAZ) regulations on tower installations. Network Operations and Maintenance 100 % compliance with International Telecommunications Union standards International Engineering Council Standards Local Council By-Laws POTRAZ regulations EMA regulations Ensure 99.9% service availability. 100% adherence to local and international quality standards Commission and activate the service to the client within 24hours. 6.5 Business Development Department Vision Towards dynamic business strategies that enable client satisfaction by December 2018 Mission To provide effective systems that support the corporate and functional strategies through planning, co-ordinating and monitoring of company-wide initiatives Department Function Standards Obligations Contacts Business Development Formulating business strategy Prepare revenue budgets and direct expenditure budgets. Business performance monitoring and reporting Optimise value chain coordinate annual strategy formulation Annual strategy documents, economic indicators. Monthly, quarterly, biannually and annual business performance reports POTRAZ reports Business processes and Convene at least 1 strategy planning workshop and 2 strategic review workshops Timely submission of all reports Production of accurate business plans. Produce Business Development Manager John Mapani jmapani@pow ertel.co. 6

7 activities Establishing partnerships for business growth Tariff analysis and review Due diligence and viability analysis on potential investors Manage interconnectio n with local and international operators Revenue assurance Policy change evaluation and impact analysis. Financial modeling of business plans. ITU standards. procedures KPIs POTRAZ regulations Board packs and Ministerial reports on quarterly basis. Develop business proposals for new and existing clients Timely review of tariffs as per POTRAZ regulations accurate budgets. Industry standards. Provide advisory reports Produce accurate financial models. Managing Eng. Samuel Maminimini smaminimini Risk Management: ITU standards. Regulatory requirements. Produce risk register annually. Monitor and report on risk mitigation implementatio n quarterly. 6.6 Legal Department Vision Towards a compliant and law-abiding organisation by December 2018 Mission To provide timely, effective, efficient legal and corporate advisory services to our clients in line with relevant laws, regulations and corporate governance principles Department Function Standards Obligations Contacts 7

8 Department Function Standards Obligations Contacts Legal Ensuring Companies Act Ensuring Company adherence to good Memorandum and Articles of Association 100% compliance Secretary and Legal Advisor corporate Corporate Governance with legal Lazarus governance, Framework for State instruments Murinda ethics Enterprises and Parastatal Offering the Constitution of company legal Zimbabwe wertel.co. services Various legal instruments o Procurement Act o Post and Managing Telecommuni cations Act Eng. Samuel o Labour Act Maminimini o Companies act Representing Court rules and Ensure court the company relevant acts process are smaminimini in the courts done within of law and the timeframe other quasijudicial court rules and stipulated in Ext 145 institutions relevant acts Board Secretarial Services Companies act Corporate Governance framework Board Charter and Terms of References of Board Committees Provide legal advice to the board and advise on corporate governance Providing secretarial services to the board, including convening board meetings and preparing minutes 7. Clients External Clients Corporate Private companies Financial institutions Public institutions NGOs Embassies Hospitality Institutions 8

9 ZESA group companies SMEs Internet service providers ICT institutions Mining companies Manufacturing companies Retail companies Tertiary institutions Mass Market Churches Families Individuals Internal Clients Powertel employees Workers committee Powertel management Board of directors 8. Our Service Commitments and Standards Provide support services 24/7/365 Notify clients within 30 minutes of occurrence of network-wide faults Update clients hourly for all major faults Notify clients 5 days before commencement of planned maintenance Update website every 12 hours Answer all calls within 3 rings Treat all clients with respect and honesty at all times Attend to all clients within a minute at all service delivery points Observe a maximum queue waiting time of 15 minutes Dispatch bills by the 15 th of every month Ensure 99% network availability Provide quotations not requiring site surveys to client within 24 hours Provide quotations requiring site surveys to client within 72 hours Provision client service as per Service Level Agreement and agreed schedules Respond to local faults within 24 hours Respond to remote faults within 48 hours Respond to backbone faults within 72 hours 9. Obligations and Rights i) Organisation s obligations to the Clients in relation to service provision. To provide reliable data and voice services to all clients To provide innovative products and services 9

10 To provide adequate and up to date information on company products and services To consistently treat all clients with equity, dignity and respect To avail feedback mechanisms To treat client information with confidentiality ii) iii) Clients obligations to the Organisation. To provide full contact details as per statutory requirements To pay for the service on time for post-paid packages. To report faults on time To report any incidence of corrupt activities by Powertel officials To provide feedback or suggestions To treat all Powertel representatives with courteous To avoid abusive use or manipulation of products beyond set contract terms Clients rights in relation to service provision. Right to be heard Right to accurate and up to date information Right to privacy and confidentiality of information Right to be treated with respect and dignity 10. Review of Clients Charter Clients Charter will be reviewed every year after feedback from client satisfaction surveys and as and when necessary. 11. Feedback/How to contact the Organisation 10 Powertel Communications (Pvt) Ltd values the feedback it receives from its clientele with regards to the quality of service offered. The feedback will be used to review the clients charter and in formulating future policies to ensure continuous improvement in the delivery of services. All enquiries, issues and complaints that relate to the agents should be lodged with: The Managing 10 th floor Cnr Jason Moyo Avenue/Julius Nyerere Way P. O. Box 7600 Ext 145 smaminimini 12. Who to contact: Sales and Contact Centre

11 (Call Centre) : powercallcentre Facebook : Twitter :@Powertel# (Sales) : sales Phone lines : / / / Website : Mr Willard Nyagwande (Commercial ) 10 th Floor Cnr Jason Moyo Avenue/Julius Nyerere Way Direct line: wnyagwande Head Office 10 th Floor Cnr Jason Moyo Avenue/Julius Nyerere Way P. O. Box Office Shop No, 2 nd Floor Cnr Jason Moyo Avenue/Julius Nyerere Way Bulawayo Office 2 nd Floor, Fidelity Life Centre Cnr Fife Street/11 th Avenue Bulawayo Mutare Office Ground Floor, Frank Gammon House 101 Hebert Chitepo Street Mutare Gweru Office Electricity Centre 68-6 th Street Gweru Kwekwe Office 11

12 Electricity Centre 44 R.G Mugabe Way Kwekwe And all ZETDC banking halls 12