Document

Commerce and Industry Services
We shall ensure that:
• Businesses are licensed within fourteen (14) days of
application
• Markets are open from 06:00 to 18:00 daily;
• City rates bills are delivered within fourteen (14)
days from date of production\
• Queries regarding bills are resolved within seven (7) days
Engineering Services
We shall ensure that:
• Pot holes are patched within seven (7) days of
appearing;
• Sewer blockage is cleared within twelve (12) hours
of reporting of incident;
• Industrial wastewater samples are analyzed once
per week per industry;
• Wastewater is treated to odorless;
• Adequate street lighting is provided to almost all
streets in Blantyre city.
• Damaged street lights and traffic signs are replaced
within twenty (24) hours;
• Fire fighters arrive at the scene of fire incident within
fifteen (15) minutes of reporting;
• High density areas are provided with flood lights;
• Blocked culverts and road wash ways are maintained within two (2) days of reporting;
• Faulty sanitary structures in public places are
repaired within twenty four (24) hours of reporting;
• Fire inspection is provided within twenty four (24)
hours of request.
Leisure, Culture and Environmental Services
We shall ensure that:
• Grass is cut four times within a period of six (6)
months in principal roads and open spaces;
• At least one recreational center is established within
the five (5) year plan period and maintenance is
done yearly;
• Landscape designs are prepared within one week of
request;
• Parks are opened between 08:00 and 17:00;
• Mayoral sports festivals, city fares and cultural
events are held every year;
• Wreaths, tree seedlings and decoration orders are
attended to within three (3) hours of request;
Education Support Services
We shall ensure that:
• Mother groups, School Management Committees and
Parents Teachers Associations are trained twice per year.
• Ten (10) note books are supplied per learner, (standard 5-8);
• Four (4) note books are supplied per learner, (standard 1-4);
• One text book per learner per subject is supplied;
• One teacher attends to eighty (80) regular learners,
and that one teacher attends to 15 learners of special needs;
• One classroom accommodates eighty (80) learners.
• Every school is visited by a PEA (Primary Education
Advisor) at least once per month.
OUR CUSTOMERS
Our customers are the city residents, public institutions, private sector, business community and visitors.
In this Charter, Our customers have both rights and
responsibilities.
Customer Rights
• Right to access our service delivery points;
• Right to be given feedback on their request for services;
• Right to be given reasons where a service has been
denied;
• Right to be treated with dignity and courtesy;
• Right of access to information regarding a service
being sought;
• Right to demand an official receipt where services
have been paid for.
Customers Responsibilities
• Pay city rates and ground rates timely;
• Observe city by-laws and regulations;
• Promptly report emergency cases and faults;
• Regularly supply us with feedback and suggestions
on our service delivery;
• Promptly report cases of theft and vandalism of
Council’s property;
• Desist from indulging in bribery and other forms of
corrupt practices.
• Have a bin for refuse collection.
FEEDBACK
For further information please contact the following:
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Director of Administrative Services
Director of Financial Services
Director of Engineering Services
Director of Leisure, Culture and
Environmental Services
Director of Town Planning and Estates Services
Director of Health Services
Director of Commerce and Industry
District Education Manager
Emergency line
01 871 860
01 870 386
01 870 545
01 871 046
01 875 126
01 870 436
01 870 860
01 877 884
01 871 999
For complaints and feedback
on service delivery, please contact:
The Chief Executive Officer
Blantyre City Council, Kasungu Cresent,
Private Bag 67, Blantyre.
Email: bcachief@malawi.net
Tel: 01 873 589 Fax: 01 870 508
BLANTYRE
CITY COUNCIL
SERVICE
CHARTER
Taking the City
“BACK” to the People
ABOUT US
We are a local government with a responsibility to provide municipal services to the citizens living within
Blantyre City boundaries. We are situated along
Kasungu Crescent, in the Commercial City of Blantyre,
between Museum of Malawi and Keza Office Park.
OUR VALUES
The Council is embodied by values which guide it in
delivering its services with prudence. The values are
as follows:
• Trust, honesty and integrity
• Accountability and transparency
• Zero tolerance on corruption
• Professionalism
• Non discrimination
• Team work
• Courtesy
• Local participation
OUR CORE SERVICES
The Council has seven core services as follows:
Health and Social
• Sexual and Reproductive Health
• Waste Management
• Social Welfare
• Communicable Disease Control
• Public Health
Town Planning and Estates Management Services
• Estate Management
• Community Development
• Town Planning
• Building Inspectorate
Administrative Services
• Legal
• Security and safety
Engineering Services
• Infrastructure development and management
• Sewage and Sewerage
Leisure, Cultural and Environmental Management
Services
• Leisure and recreational
• Cultural
• Landscaping
• Environmental Management
Commerce and Industry Services
• Business licensing
• Provision and management of markets
• Collection of revenue
Primary Education Support Services
• Inspectorate and advisory
• Teaching
• Supply and production of teaching and learning
resources
• Capacity building
OUR SERVICE STANDARDS
Health and Social Services
We shall ensure that:
• Refuse is collected twice a week from every household in the planned residential areas.
• Refuse skips are collected in unplanned residential
areas once a week.
• Time Table for refuse collection from each residential
area is set and communicated to the community
• Refuse is collected daily in public places; eg: markets, hospitals, rest houses and hotels.
• Streets are cleaned daily
• Septic tanks are emptied within six (6) hours of reporting
• Graves are prepared within five (5) hours of reporting
upon payment of the appropriate fee
• Meat is inspected from all butcheries on daily basis
before selling
• Commercial food handlers are medically examined
every six (6) months
• Infected areas are sprayed with pesticides within
twelve (12) hours of reporting
• CBO’s, Nursery schools are registered within
Fourteen (14) days of application
Town Planning and Estate Management Services
We shall ensure that:
• Development Plans are processed within thirty (30)
days of submission.
• Plots are allocated every three (3) months through
Plot Allocation Committee.
• Planning queries are responded to within seven (7)
days of the date of receipt.
• Allocation of plots is based on ‘first come first serve’
principle.
• Change of ownership is processed within thirty (30)
days and title deeds within 60 days.
• Requests for building inspection are met within three
(3) days of submission of inspection cards for the four
levels; field clearing stage, foundation, superstructure
and roofing.
• Certificate of Occupation is issued within three (3)
days from the date of fees payment.
• Development Projects are appraised within fourteen
(14) days of the date of application.
• Illegal structures are demolished seven (7) days upon
expiry of the enforcement notice.
Administration and Finance Services
We shall ensure that:
• Our civic offices are open between 07:30 and 12:00
in the morning and 13:00 and 16:30 in the afternoon
from Monday to Friday except on public holidays;
• Feedback on applications, complaints and requests
for information on service delivery is given within
seven (7) days of submission;
• Consent to transfer or charge over title of properties
is issued within three (3) days of application;
• Audited financial statements are published by first
week of December of each year;
• Cash office is open from 08:00 to 15:00;
• Rates clearance certificates are issued within two (2)
days;
• Property is valued thirty (30) days after issuance of
Certificate of Occupation.