Service Charter
Our commitment to delivering quality, timely and professional services to all stakeholders.
A Public Commitment to Service Excellence
The Zimbabwe Council for Higher Education (ZIMCHE) is the national quality assurance and regulatory agency for higher education, established by an Act of Parliament (Chapter 25:27) in 2006.
This Client Service Charter sets out ZIMCHE's commitment to delivering on its mandate and its pledge to maintain and enhance high standards of service delivery. It empowers our stakeholders — government, higher education institutions, students, parents, professional bodies, employers and the public — by providing a clear benchmark against which our service can be measured.
The Charter is available in English, Shona and Ndebele to ensure it is accessible to all of Zimbabwe's linguistic communities.
“When you contact us, you can expect professional, honest and high-quality service. We commit to being efficient, friendly, prompt, open and helpful — and to treating every stakeholder with courtesy and respect.”
Download the Charter in Your Language
The full Client Service Charter is available as a PDF in three languages. Each version carries the same commitments, standards and contact channels.
Client Service Charter
The official English edition of the ZIMCHE Client Service Charter.
Download — EnglishGwaro reChibvumirano
Gwaro reChibvumirano Nevatinoshandidzana Navo — the Charter in Shona.
Dhaunirodha — ChiShonaUgwalondlela Lwezinsizakalo
Ugwalondlela Lwezinsizakalo Kwesisebenzelana Labo — the Charter in Ndebele.
Layitsha — IsiNdebeleNeed a printed copy or an alternative format? Contact us at info@zimche.ac.zw.
Our Service Commitments
Six principles guide every interaction with ZIMCHE — whether you write to us, call us, or visit our offices.
Professional Service
Efficient, friendly, prompt and helpful service from informed, well-trained staff — in person, by phone and online.
Transparency
Open, honest and accurate information at all times, with all correspondence issued with clear contact details.
Accountability
Measured service targets, regular client satisfaction surveys and public reporting on whether we are meeting them.
Respect
Courtesy, fairness, empathy and strict confidentiality — in an environment sensitive to cultural diversity, disability and special needs.
Timeliness
Defined response targets for every channel — email, telephone, social media, complaints and accreditation enquiries.
Continuous Improvement
Annual review of the Charter, analysis of feedback across all platforms, and service delivery changes wherever they are needed.
Our Service Standards
These are the response times we hold ourselves to. When a standard is not met, we actively implement strategies to prevent delays and increase efficiency.
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Within 3 rings
Telephone enquiries
100 per cent of calls answered within three rings during business hours.
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Within 48 hours
Social media enquiries
Responses to enquiries on our official social media platforms within 48 hours.
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48 hours · 7 working days
Queries, complaints and suggestions
Acknowledgement within 48 hours; a substantive response or advice on one within seven (7) working days.
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7 working days
Email to info@zimche.ac.zw
100 per cent of general emails responded to within seven (7) working days and progressed for further action as required.
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7 working days
Accreditation, registration and assessment enquiries
Written acknowledgement of all requests within seven (7) working days, with an estimated time to finalise the request or a status update.
Why the Charter Matters
The Service Charter is a core governance document — a two-way agreement between ZIMCHE and the higher education community it serves.
A benchmark you can hold us to
The Charter gives every stakeholder a clear, published standard against which ZIMCHE's service delivery can be measured — and a route to raise concerns when we fall short.
A partnership with stakeholders
Quality service is a shared responsibility. Stakeholders help us deliver by providing accurate information, treating our staff with courtesy and allowing sufficient time for responses.
A living document
In consultation with stakeholders, ZIMCHE reviews the Charter annually — or whenever necessary — so it keeps pace with the needs of Zimbabwe's higher education sector.
Frequently Asked Questions
Who is the Service Charter for?
The Charter is a commitment to all of ZIMCHE's stakeholders, chief among them the Ministry of Higher and Tertiary Education, Innovation, Science and Technology Development, the Government, higher education institutions, students, parents, qualification and verification agencies, professional bodies, research institutes, employers and the general public.
How do I submit feedback?
We welcome all feedback on our service delivery — positive or otherwise. Please email info@zimche.ac.zw. You can also reach us by telephone, through our official social media platforms, or in person at our offices during business hours.
How quickly will ZIMCHE respond to me?
Our published targets are:
- Telephone calls — answered within three rings during business hours
- Social media enquiries — within 48 hours
- General emails — within seven (7) working days
- Accreditation, registration and assessment enquiries — written acknowledgement within seven (7) working days
What is the complaints procedure?
If you believe we have made an error or acted inappropriately, please contact us at info@zimche.ac.zw. Your complaint will be acknowledged within 48 hours, and we will respond substantively — or advise you on a substantive response — within seven (7) working days. All complaints are handled professionally and in strict confidence.
If a query falls outside the scope of ZIMCHE's responsibilities, we will refer you to the responsible organisation or authority.
We Are Here to Help
Contact us through any of these channels and we will respond within our published service standards.
- Email:
- info@zimche.ac.zw
- Telephone:
- +263‑24‑571163‑5 / 08677009649
- Visit Us:
- 310 Herbert Chitepo Avenue, Harare
- Hours:
- Mon–Thu 0800–1630 · Fri 0800–1600