Customer Service Charter
Customer Service Standards
Consistent with law, policy, experience, and our core values - and if our customers have provided complete and accurate information as required - the Ministry of Lands commits to deliver services according to the following standards:
| Services/Products | Standard |
| LAND ALLOCATION | |
| Assign Property Number | Assigned in 9 working days |
| Acknowledge Receipt of Application | Acknowledged within 1 hour of submission |
| Response to Application | Respond in 5 working days |
| Issue Offer Letter | Issue 30 working days after approval of application |
| Prepare Lease | Prepared in 10 days, after acceptance of offer, submission of survey diagrams or sketch plans |
| Issue Primary Title Deed | Issued 7 days after joint signature of lease by the customer and the Commissioner |
| Issue Secondary Title Deed | Issued in 14 days |
| Issue State Consent | Issued in 3 days |
| Resolve Disputes (If Required) | Disputed cases will be resolved in 84 working days of receipt of complete and accurate documents |
| LANDS AND DEEDS DOCUMENTS | |
| Issue Title Deed | Issued in 7 days following acceptance by MOL of documentation of payment of the Property Transfer Tax to the Zambia Revenue Authority |
| Register Mortgages | Registered in 7 days |
| Register/Withdraw Caveats | Completed in 3 days |
| Register Miscellaneous Documents and Other Interests | Register within 5 days |
| Provide Property Searches | Completed in 3 days |
| SURVEY SERVICES | |
| Conduct Cadastral Survey | Quotations for survey will be provided in 2 working days. The quotation will state a guaranteed time frame and cost for conducting the survey |
| Issue Survey Diagrams for Surveyed Land | Issued in 7 working days |
| Lodge and Approve Survey Records | Completed in 5 - 21 working days based on the number of properties |
| Prepare Sketch Plans | Prepare and approve sketch plans in 3 working days |
| Prepare CTCs and Supercede Diagrams | Prepare and approve diagrams in 7 working days |
| Provide Mapping and Cartographic Services | Refer to appropriate officer in 60 minutes |
| Provide Geodetic Data | Refer to appropriate officer in 60 minutes |
| OTHER SERVICES | |
| Attend to Customers at CSA | Attend to customers within 10 minutes after registration in the Customer Service Centre |
| Acknowledge Comments/Complaints | Within 5 working days of receipt by appropriate MOL manager |
| Respond to Comments/Complaints | Within 20 working days of receipt by appropriate MOL manager |
| Distribute Bills for Ground Rent | Completed by August 31st annually |
| Deliver Services | In accordance with our core values, services will be respectful, impartial, efficient, and excellent |
| Publish information | All applicable laws and regulations will be published and prominently displayed for customer convenience. This will include specifically the right of customers to appeal any adverse decision |
| Report Performance on Standards | Publish performance report on these standards 4 times |
What is Expected from Our Customers
To enable the Ministry of Lands to meet its standards, we encourage all customers to take notice of and comply with the following:
- Answer truly and completely any questions asked of you either on any application form or verbally by any authorized employee;
- Do not offer any money, gratuity, food/drink, lodging, favor, gift or other advantage to any Ministry of Lands employee in return for a public service or to obtain speedier attention;
- Provide any document, data or supporting evidence necessary to process any transaction or request;
- Acquaint yourself with applicable laws, regulations and general requirements through the different publications and information sources of the Ministry of Lands;
- Adhere to procedures set and duly published by the Ministry of Lands with respect to requested services and products;
- Do not attempt to by-pass procedures by using external, political or other privileged influences;
- Initiate all transactions and requests for service at the designated Customer Service Centre since only referred customers will be served at the back office;
- Recognize that the Ministry of Lands is attempting to work toward standards of timeliness and efficiency. Therefore, please be precise with your request for service and complete your transaction as quickly as possible so as not to unnecessarily delay other customers.
- Treat with courtesy and respect all Ministry of Lands staff serving you;
- Quote your property number, transaction number, or other assigned case reference number, when applicable, when you contact us or provide documents for review and processing;
- Understand that our staff are bound by privacy and confidentiality standards and, therefore, require your written authorization in order to release information to anyone claiming to be acting on your behalf.
- Feel free to share with us your feedback about the Ministry of Land's services and standards.