MINING PROMOTION CORPORATION

Client Service Charter

What to Expect when Dealing with MPC

Quality service to our stakeholders is of paramount importance to us. We aim to provide you with the highest level of assistance, whether you engage us as an investor, miner, farmer or any other stakeholder. MPC staff are expected to uphold organisational core values, which guide the way we work. We strive to always treat our stakeholders courteously, fairly and honestly. We have set the following service standards so that members, clients and all other stakeholders know what to expect when dealing with MPC.

MPC is committed to: -

  • being accessible to you either through walk in, email, telephone, social media or any other means;
  • acknowledging and responding to your enquiries that fall under the purview of MPC, timeously;
  • assisting by referring you to the appropriate organisation, if known to theCorporation, for enquiries that fall outside MPC’s jurisdiction;
  • attending to your applications in a timely manner and without prejudice;
  • informing you, if we are unable to meet the agreed timelines for whatever reason and advise of expected timelines;
  • handling complaints lodged with the Corporation in a fair and transparent manner;
  • improving our processes and procedures;  
  • delivering clear, accurate and timely information;
  • providing quality service to all our stakeholders;
  • keeping your information confidential and updated where necessary; and
  • taking your feedback seriously, as it helps us to measure and continuously improve our performance.

As a stakeholder, you have the right to: -

  • be treated fairly, honestly, impartially, courteously, and respectfully as may be applicable;
  • receive feedback from us when you lodge a query or enquiry;
  • access information about our overall functions, including the terms and conditions applying to them; and
  • to approach the courts if you are aggrieved by our decision.

As a valued stakeholder, it is your responsibility to: -

  • provide us with accurate information and not misleading information timeously;
  • treat our staff with courtesy and respect;
  • abide by any responsibilities set out under our policies and procedures, and applicable laws and regulations, including the Mines and Minerals Act and other directives;
  • check whether the information you need is not on our website before contacting us;
  • check whether the matter you want to enquire or report about falls under our purview before contacting us;
  • report corrupt activities, misconduct and unethical behaviour by MPC staff; and
  • provide feedback on the quality of our services.

Communicating with our stakeholders is of significant importance to us. We endeavour to communicate with all our stakeholders using various channels, which are accessible to them.

40 YEARS OF EXPERIENCE
Activity Action Timeframe
General enquiries Acknowledge receipt 1 business day
Full response to non-complex enquiries Within 3 working days
Full response to enquiries requiring research
(the enquirer will be advised if more time is required)		 Within 7 working days
Respond to incoming telephone calls Pick calls Within 3 rings
Visitors at the reception Attend to visitors Within 5 minutes
Media enquiries Acknowledge receipt 1 business day
Process 1 working day (if not complex),
3 working days (if it requires research)
(enquirer will be advised if more time is required)
Special Grant application (after submitting all requirements) Acknowledge receipt Within 1 business day
Process 14 working days
Other applications (e.g. EOI, joint ventures, partnerships with MPC) Acknowledge receipt 1 business day
Process Within 1 month
Monitoring of regulated entities Onsite inspections – Draft Report 2 weeks
Onsite inspections – Final Report 2 months
Investigations 3 months
Publication of quarterly reports Publication of reports 2 months after end of each quarter
Publication of annual reports Publication of reports 2 months after end of each year
Complaints handling process Acknowledge receipt 1 working day
Process 7 working days (non-complex),
30 days (complex)
(complainant will be advised if more time is required)

General Enquiries

You can contact us by phone, email, postal mail or through our social media platforms. You can also make an appointment to meet with one of our officers, if you need to.

Feedback – Compliments, Complaints and Suggestions

We value your compliments, complaints and suggestions. We use your feedback as an indicator of our performance against our service standards, which helps us to improve on service delivery.

Please send your feedback through email to: info@mpc.co.zw

The Corporation takes reports made by the stakeholders seriously. Should you be aware of suspicious activity or illegal activities or transactions/dealings by MPC staff, we would like to hear from you.

Our contact details

Head Office

90 Mutare Road, MMCZ Complex, Msasa, Harare
Contact: +2638677009923
Email: info@mpc.co.zw
Website: www.mpc.co.zw