This charter identifies the services to be expected by the citizens and the associated standards of services in the delivery of such services.

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2 Minister s Statement The Malawi Government fully recognizes that good governance is essential for socio-economic development of the country. The Government is also fully aware that transparency, accountability and responsiveness to the needs of the citizens are essential elements of good governance. The development of this charter by the Malawi Immigration Department therefore is a clear testimony of the Government s commitment to promote transparency and accountability and help deliver good governance in the department. This charter identifies the services to be expected by the citizens and the associated standards of services in the delivery of such services. I have a firm belief that this charter shall serve as a tool for fostering change in the quest for service excellence in the department, reorienting the way business is conduct to a customer and service focus. I also hope that through this charter the department shall have the opportunity to measure and assess its performance and initiate ongoing performance improvement. I am quite cognizant of the fact that the issuance of this charter may not transform the mindset of the staff as well as the public which have developed over time. This therefore calls for consistent untiring, and persistent efforts in order to bring Hon. Uladi Mussa, MP MINISTER OF HOME AFFAIRS 2

3 FOREWORD by the Chief Immigration Officer The Malawi Immigration Department is pleased to publish the open, accountable and customer oriented Immigration Service in Malawi. The Charter is a social contract between the Malawi Immigration Department as a service provider and the recipients of its services. It specifies standards of service delivery, which the Malawi Immigration Department believes members of the general public in Malawi have a right to expect, and sets out feedback and redress mechanisms. The Charter has been developed through consultation between Malawi Immigration Department customers and members of staff. It is with great pleasure that I present to you, the Customer Service Charter for the Malawi Immigration Department. I hope this Charter will enable the Immigration Department to provide timely and quality services. I encourage all customers to use the provisions of the Service Charter to ensure that services meet your expectations. This Charter will be reviewed annually to ensure that we are meeting your requirements. Hudson Jefter Mankhwala CHIEF IMMIGRATION OFFICER April

4 4 1.0 INTRODUCTION This Service Charter presents our commitment to you to continually improve our services to meet your needs and also determines how we will interact with you. It sets out service standards which the Malawi Immigration Department will endeavor to achieve and how you can help us to achieve them. It also explains the steps you can take if our service standards are not met. This Charter is also aligned to our Departmental values as outlined in the Strategic Plan. We have developed our Customer Service Charter in consultation with members of staff and stakeholders OUR VALUES

5 3.0 OUR PRINCIPAL SERVICES Our principal services are; processing and issuance of travel documents, citizenship, visas and permits to eligible persons and also management (apprehension, prosecution, deportation or repatriation) of illegal/ irregular migrants. 4.0 OUR COMMITMENT TO OUR CUSTOMERS We will continuously improve our services to meet your needs and also enhance our interaction with you. 5.0 OUR SERVICE STANDARDS Service 1. Travel Documents New Passport Applications Replacements Express Replacement Applications Urgent Replacement Applications Normal Replacement Applications Temporary Passport, Emergency certificate, One way travel document, Collective passport and Conventional travel document Border Pass 2. Permits Temporary Employment Permits Business Resident Permits Permanent Resident Permits Student Permits Temporary Resident Permits Extension of Visitor s permit Standard Within 20 working days of receiving applications Within 2 working days of receiving applications Within 5 working days of receiving applications Within 20 working days of receiving application Within 3 working days of receiving applications Within a day Within 40 working days of receiving applications Within 40 working days of receiving applications Within 40 working days of receiving applications Within 20 working days of receiving applications Within 20 working days of receiving applications Within a day 5 5

6 3. Visa Issuance of Visa 4. Citizenship Issuance of Citizenship Renunciation of Malawi Citizenship Restoration of Malawi Citizenship 5. Border Management Clearing of Arriving and Departing Passengers 6. Response to Correspondences Requiring investigations No investigations needed 7. Response to calls Answering Phone calls 8. Handling of Customers Handling of customers reporting in person Within 10 working days of receiving applications Within 40 working days of receiving applications Within 5 working days of receiving the application Within 40 working days of receiving the application Within 5 minutes of presentation at the Immigration counters Within 20 working days Within 7 working days Promptly and politely within 3 rings Politely, professionally, helpfully, courteously, and promptly within 5 minutes of presentation at our counters 6.0 OUR CUSTOMERS: Our customers are: Applicants i.e. individuals and institutions, investors, people entering or leaving the country, people residing and living in the country e.t.c. 6.1 OUR CUSTOMERS RIGHTS Access freely public information that you may need relating to the distinct service applied for Access to all approved procedures for handling applications Information about the progress of your application Provided with reasons in an event that we cannot offer you with any of our services. 6

7 6.2 OUR CUSTOMERS OBLIGATIONS We expect our customers to assist us by: Treating our staff politely and being patient. Providing our staff with accurate and full information. Ensuring that application forms in respect of our various services have been properly filled. Ensuring that all requirements have been complied with. Not making any travel arrangements until your travel document is ready. Not offering bribes or other favors to our staff. Providing our staff with all the facts and circumstances of your case. If you do not understand something, tell us and feel free to ask. Avoiding using unauthorized agents to process Passports, Permits or other documents. Not engaging in any employment or business activity before your Permit is approved. Avoid travelling using damaged travel documents If travelling with minors (with different surnames than the accompanying adult), to carry all relevant documents proving relationship or as a legal guardian. 7.0 FEEDBACK AND REDRESS Inform us as soon as possible about your dissatisfaction with our performance, any genuine complaints, any compliments and if you have suggestions for improvement to help us continuously improve our services using the contact below; The Public Relations Officer, Malawi Immigration Department Headquarters, P.O. Box 331, Blantyre. Tel: +265 (0) Fax: +265 (0)

8 7.1 HOW YOU CAN CONTACT US You can visit us or contact us by phone, letter, fax or at: The Chief Immigration Officer, Malawi Immigration Department Headquarters, P.O. Box 331, BLANTYRE. West Wing, New Government Building, Along Victoria Avenue Tel: +265 (0) Fax: +265 (0) The Regional Immigration Officer, Regional Immigration Office Centre, P.O. Box 1272, LILONGWE Msandula building along Murry road Tel: / Fax: The Regional Immigration Officer, Regional Immigration office North, P.O. Box 600, MZUZU Choma building next to Malawi Housing Corporation Tel: Fax: You can also visit us at our District Immigration Offices and Border posts across the country. 8.0 MONITORING OUR PERFORMANCE Our service commitments in this Charter will be monitored regularly to check if we are meeting your expectations and such reports will be published and posted in newspapers, all government and public places and on our website. 9.0 AMENDMENT OF THE CHARTER The Charter will also be reviewed annually to ensure that it is meeting your requirements. 8

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