Harare, (New Ziana) – The Consumer Council of Zimbabwe (CCZ) has said it planned to transform its Customer Service Week from a mere corporate celebration into a platform for consumer empowerment, advocacy, and accountability.
In a statement marking the 2025 Customer Service Week, the CCZ said the commemorations should go beyond “balloons and slogans” to deliver real improvements in how consumers are treated across all sectors.
“Customer Service Week is not just a time for companies to celebrate themselves—it is an opportunity to reflect, improve, and recommit to the rights and satisfaction of the consumer,” said the CCZ. “Our focus is on ensuring that consumers are educated, protected, and heard.”
During the week, the CCZ is intensifying its consumer education campaigns, reminding Zimbabweans of their fundamental rights as outlined in the Consumer Protection Act—including the right to information, safety, and redress.
The Council is also promoting its online portal and provincial offices as accessible platforms for filing complaints and seeking assistance when disputes arise. Consumers are being encouraged to report unfair treatment and learn effective ways of handling complaints.
“An informed consumer is an empowered consumer,” noted the Council. “We are urging the public to be critically aware of the quality of goods and services they receive, even when promotions and flashy marketing campaigns are at play.”
Beyond education, the CCZ is using the week to lobby businesses and regulators for consistent and improved service standards across key sectors such as retail, telecommunications, finance, and energy.
Through market surveillance and mystery shopping exercises, the Council is assessing whether companies are truly delivering on their service promises. The findings, according to the CCZ, will help identify best practices and expose areas requiring urgent improvement.
The CCZ is also working closely with industry associations such as the Customer Experience Association of Zimbabwe (CXAZ) to ensure that Customer Service Week celebrations “translate into tangible change rather than temporary gestures.”
The organization has opened up multiple feedback channels, including hotlines and social media platforms, to gather experiences from consumers across the country.
“This week allows us to amplify the voices of the people we serve,” the Council emphasized. “We use this platform to mediate complaints, highlight success stories where redress has been achieved, and hold service providers accountable.”
While the Council is firm in holding companies accountable, it also celebrates those that excel. Through its platforms, the CCZ highlights businesses that exemplify good service, recognizing their contribution to building a fair and trustworthy market environment.
This recognition, the Council said, encourages competition based on quality and integrity. “We want to see a Zimbabwe where good service is the norm, not the exception,” the statement read.
The CCZ is also collaborating with government ministries, regulators, and consumer advocacy organizations to ensure that the consumer rights agenda is at the heart of Customer Service Week.
This multi-stakeholder approach aims to build a culture where service excellence and consumer protection go hand in hand.
New Ziana
