THE ACC SERVICE DELIVERY CHARTER
1.0 PURPOSE OF THIS CHARTER
This Charter is intended to:
• Inform our clients and stakeholders of the services the Commission
provides;
• Outline the standards of service clients and stakeholders should
expect;
• Explain clients’ rights and responsibilities;
• Define the Commission’s responsibilities as a service provider; and
• Provide mechanisms for feedback, complaints, and compliments.
2.0 VISION AND MISSION
2.1 Vision
A credible anti-corruption institution for a corruption-free society.
2.2 Mission
To prevent, investigate and prosecute corruption and educate the public in order to
safeguard public resources and promote fairness in service delivery.
3.0 VALUES
In implementing the Charter, the Commission commits to the following enduring values:
a) Integrity
We are committed to being honest in all our dealings and upholding strong moral
principles.
b) Transparency
We are open about our actions, decisions and communication with stakeholders in order
to build trust.
c) Confidentiality
We safeguard entrusted information.
d) Excellence
We execute our duties to the best of the set standards.
e) Impartiality
We treat people equally and fairly and we are objective in all decisions and actions.
f) Accountability
We are responsible for our decisions and actions.
g) Professionalism
We provide timely, efficient and high-quality services.
h) Respect
We treat all clients with dignity, courtesy, and fairness.
i) Partnership
We work collaboratively with stakeholders, civil society, and citizens.
4.0 MANDATE AND SCOPE OF SERVICES
We derive our mandate from the Anti-Corruption Act Chapter 91 of the Laws of Zambia
and the National Policy on Anti-Corruption (2023). Our mandate is also guided by legal
frameworks and international conventions governing the fight against corruption. The
Commission serves as the main authority coordinating national efforts to prevent and
combat corruption. In this regard, under Chapter 91 of the Laws of Zambia, the
Commission is responsible for the following key functions:
4.1 Preventing Corruption
The Commission works to prevent corruption in both public and private institutions
by:
• Identifying systems or procedures that may encourage corruption and recommending
improvements;
• Advising public and private institutions on practical ways to prevent corruption;
• Educating the public about the harmful effects of corruption on society;
• Assisting institutions in setting up Integrity Committees to monitor and prevent
corruption; and
• Encouraging public trust, support and active engagement in the fight against
corruption.
4.2 Investigating and Prosecuting Corruption
The Commission:
• Receives and investigates complaints of suspected or alleged corruption;
• Prosecutes corruption cases (with consent from the Director of PubliccProsecutions);
and
• Prosecutes other related offences discovered during investigations, even if they fall
under different laws.
4.3 Educating and Engaging the Public
The Commission promotes integrity and respect for the public interest by:
• Raising public awareness about anti-corruption measures and ongoing efforts;
• Informing and sensitising the public on the negative impact of corruption oncsociety;
• Building public confidence and support in anti-corruption initiatives; and
• Developing education and awareness programmes, including training for the media.
5.0 WHAT OUR CLIENTS SHOULD EXPECT FROM US
Our clients should expect:
• Prompt and professional handling of corruption complaints;
• Confidentiality and protection of whistleblowers, complainants and witnesses;
• Objective prosecution decisions guided by law and evidence;
• Timely and fair investigations;
• Transparent and timely communication on the status of complaints (without
compromising investigations);
• Preventive measures including public education, system reviews and policy
recommendations; and
• Responsive and courteous services at all times.
6.0 STANDARDS OF SERVICE DELIVERY
The Commission commits to delivering the standards of service that its clients/stakeholders should expect as follows:
| S/N | SERVICE TYPE | TIMELINE | REQUIREMENTS FROM CLIENTS |
|---|---|---|---|
| 1. | Registration of complaints | Within 3 working days of receipt | •Clear and factual complaints submitted through established reporting channels such as in person, online, in writing, WhatsApp, email or toll-free telephone •Attach supporting documents and contact details (where applicable) |
| 2. | Feedback on admissibility of complaints | Within 7 working days of registration of complaint | Up-to-date and accurate contact details |
| 3. i) | Responses to complainants | Within 14 working days of receipt of complaint | Up-to-date and accurate contact details |
| ii) | Update on outcome of investigations | Within 12 months | Up-to-date and accurate contact details |
| iii) | Updates to whistleblowers | Every 3 months | Up-to-date and accurate contact details |
| 4. | Information on completion of investigations | Within 3 to 12 months of commencement of investigations | • Formal written request • Timely provision of accurate information (when requested) • Up-to-date and accurate contact details |
| 5. | Information on prosecution decisions (in liaison with the National Prosecution Authority) | Within 3 months of receipt of docket | • Formal written request • Up-to-date and accurate contact details |
| 6. | Public education and awareness programmes | Programme commences within 14 working days of the request, if approved | • Formal written request (Client initiated) • Participation • Commitment |
| 7. | Support to Institutions on Integrity Committees | Within 3 months of commencement of activity | • Formal written request • Participation • Commitment • Timely provision of accurate information (when requested) |
| 8. | Corruption risk assessments | Within 6 months of request | • Grant access to relevant systems and records • Participation • Commitment • Timely provision of accurate information (when requested) • Formal written request (client initiated) |
| 9. | Systems studies | Within 3 months of request | • Grant access to relevant systems and records • Participation • Commitment • Timely provision of accurate information (when requested) • Formal written request (client initiated) |
| 10. | Access to information | Within 7 working days of date of receipt of request | • Formal written request specifying the nature of information requested • Accurate contact details / return address |
| 11. | Responses to corresponden ce | Within 7 working days of receipt of correspondence | Accurate contact details / return address |
| 12. | Technical Advisory Support on corruption prevention and public education | Within 14 working days of commencement of requested intervention | • Formal written request (specifying service required) • Participation • Commitment • Timely provision of accurate information (when requested) |
| 13. | Responses to press queries | Within 24 hours of request | Accurate contact details / return address |
| 14. | Vetting | Within 14 working days of request | • Formal written request • Accurate details of subject such as name, NRC, curriculum vitae and reason for vetting |
| 15. i) | Media briefs | Every 3 months | Media participation/ attendance |
| ii) | ii) Press releases (high profile convictions and arrests) | Within 24 hours of incident | None |
7.0 CLIENT RIGHTS AND RESPONSIBILITIES
7.1 Rights
As our client, you have the right to:
• Timely, fair and confidential handling of complaints;
• Professional and courteous treatment;
• Protection as a whistleblower, complainant or witness;
• Access to accurate information on services; and
• Lodge a complaint if service delivery standards do not meet the Service
Delivery Charter or your expectations.
7.2 Responsibilities
To help serve you better, we request that you:
• Provide accurate, reliable and truthful information;
• Cooperate fully during engagements with the Commission;
• Refrain from offering bribes, gifts or inducements;
• Respect the confidentiality of ongoing investigations;
• Abide by relevant laws, procedures and whistleblower protection
guidelines;
• Uphold and treat our staff with courtesy and professionalism; and
• Provide us with feedback on our services.
8.0 HOW TO COMPLAIN OR COMPLIMENT
Clients and stakeholders may lodge complaints or compliments through
the following channels:
• Hotline: 5980 (toll-free)
• Telephone: +260 211 237914 / 237916 / 234238
• WhatsApp: +260 973 039550
• Email: complaints@acc.gov.zm
• Website: https://www.acc.gov.zm
• Facebook: https://www.facebook.com/ACCZambiaSocial/
• X: https://x.com/ACCZambia
• In person: Any ACC Office nationwide
All official correspondence should be addressed to the Office of the Director General of the Anti-Corruption Commission. All complaints will be registered within 3 working days of receipt and acknowledged within 7 working days. Complainants wishing to obtain an update on investigations should request through the Office of the Director General, and a response shall be provided within 14 working days of receipt of request.
9.0 CONTACT INFORMATION
Head Office
Anti-Corruption Commission
Anti-Corruption House,
Cha Cha Cha Road
P.O. Box 50486,
Lusaka, Zambia
Tel: +260 (211) 237914 / 237916 / 234238
Fax: +260 (211) 237915
Email: infor@acc.gov.zm
Website: www.acc.gov.zm
Regional Offices: Chipata, Chinsali, Choma, Kabwe, Kasama, Kitwe,
Lusaka, Mansa, Mongu and Solwezi.
District Offices: Chililabombwe, Chirundu, Livingstone, Lundazi,
Nakonde, Ndola and Serenje.
10.0 FEEDBACK AND PUBLIC ACCOUNTABILITY
The ACC will:
• Publish Annual Reports on service delivery performance against the Service Delivery Charter commitments;
• Share publicly quarterly summaries of cases handled and progress (without prejudicing investigations); and
• Use feedback from citizens and stakeholders to inform reviews of this Charter.
11.0 REVIEW CYCLE
The ACC will review the Service Delivery Charter every five (5) years.
12.0 EMERGENCY CONTACTS
In the event of urgent corruption-related matters, please contact:
Hotline: 5980 (toll-free)
Service Delivery Charter Download
| Title | Type | Size | Updated | Link |
|---|---|---|---|---|
pdf | 2 MB | Oct 29, 2026 |
Anti-Corruption House
Cnr Cha Cha Cha & Katunjila Rds,
Southend – Central Business District
P.O. Box 50486
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