​​Introduction

This Data Protection and Privacy Policy outlines the principles, standards, and practices the Citizens Support Service Portal adheres to in ensuring that personal data collected, processed, and stored during the submission of compliments and complaints about public service delivery complies with Zambia's Data Protection Act No. 3 of 2021 and other relevant legal frameworks. The portal is accessible through each Ministry’s website, enabling citizens to leave feedback for the respective Ministries Provinces and Spending Agencies (MPSAs). Additionally, the portal can be accessed via the ZamPortal page on www.zamportal.gov.zm . NOTE: Please note that each Ministry and Agency on the portal has its independent contact information which can easily be accessed by going onto the individual website as all complaints / compliments will be handled by the Helpdesk Centers in the MPSAs.

Purpose

The purpose of this Data Protection and Privacy Policy is to: i. Safeguard the privacy and rights of citizens submitting complaints or compliments about Ministries Provinces and Spending Agencies (MPSAs) in Zambia on the Citizens Support Service Portal. ii. Provide transparency regarding how personal information will be handled by Citizens Support Service Portal. iii. Comply with applicable laws and regulations governing data protection in Zambia.

Scope of Application

This policy applies to: i. All individuals (citizens and residents of Zambia) submitting complaints or compliments through the Citizens Support Service Portal. ii. Personal data collected, processed, and stored as part of the Complaints/Compliments Management System (CMS). iii. Public Service employee and third parties engaged in handling complaints or compliments, including MPSAs.

Objectives
i.  Promote transparency in the collection, storage, and processing of personal data.
ii. Protect the privacy and personal information of all the Zambian citizenry.
iii.Implement best practices in complaints and compliments management, in line with legal and ethical standards. iv. Foster trust between citizens and MPSAs through accountability and data protection.

Legislative and Strategic Frameworks This policy is based on the following framework

This policy aligns with the following legislative and strategic frameworks.

Data Protection Act No. 3 of 2021

i. The primary legal framework governing the collection, storage, processing, and sharing of personal       data in Zambia. It outlines the rights of data subjects, obligations of data controllers and processors,   and penalties for non-compliance.
ii.National ICT Policy of 2023: Provides guidelines for the responsible use of Information and       Communication Technology (ICT) in government services, emphasizing security and accessibility.
iii. International Standards: The General Data Protection Regulation (GDPR) serves as a benchmark for   global best practices in data protection, particularly in transparency, accountability, and individual     rights.
iv. Service Delivery Charter Guidelines of 2023: The Service Delivery Charter Guidelines explain the   standards of service citizens should expect to receive; their rights and responsibilities as a client; and   complaints / compliments procedure to make suggestions about service delivery.

Definitions of Complaints

i. A complaint is defined as a formal expression of dissatisfaction or concern raised by a citizen   regarding the service delivery, processes, or actions of the MPSAs which requires an investigation,       response, or resolution.
ii. A compliment is defined as an acknowledgement from a citizen on the high level of customer service   received from the MPSAs.

Principles

The Citizens Support Service Portal adheres to the following principles in handling personal data.
i. Lawfulness, Fairness, and Transparency: Personal data will be processed lawfully, fairly, and   transparently, ensuring citizens are informed about how their data is handled.
ii. Purpose Limitation: Data will only be collected for specific, explicit, and legitimate purposes related   to  complaints and compliments management.
iii. Data Minimization: Only data strictly necessary for managing complaints or compliments will be   collected and processed.
iv. Accuracy: Personal data will be kept accurate and up to date to ensure the integrity of the   complaint’s resolution process.
v. Storage Limitation: Data will be retained only as long as necessary for the purpose for which it was   collected, in compliance with legal requirements.
vi. Integrity and Confidentiality: Data will be processed securely, using appropriate technical and   organizational measures to protect against unauthorized access, loss, or destruction.
vii. Accountability: The Citizens Support Service Portal will demonstrate compliance with all applicable   data protection regulations.

Mechanism for Lodging Complaints Citizens may submit complaints / compliments through
i. Email
ii. Portal
iii. Voice calls
iv. SMS
v. Walk-in
vi. Live Chatbot
vii. Mobile App
viii. WhatsApp
ix. Facebook
x. Instagram

Citizen Support Service Portal Features Through the Citizen Support Service Portal, citizens can
i. Initiate a New Request: Generate a complaint number for a new issue or concern. ii. Leave Feedback:   Share feedback on their experiences with any MPSAs.
iii. Track a Complaint: Use the complaint number to monitor the progress of their request toward   completion.

Nature of Complaints /Compliments The portal categorizes citizen input into three types
i.  Suggestions – Ideas for improving Government services.
ii. General Inquiries – Questions about Government services or procedures.
iii.Complaints / Compliments – Issues or grievances requiring resolution.

Process of Handling Complaints / Compliments The process of handling complaints involves
i. Submission: Complaints, suggestions, and general inquiries can be submitted through the Citizens   Support Service Portal through the following channels: phone calls, SMS, Email, Live Chatbot, Mobile   App, WhatsApp, Facebook, Instagram, or by visiting a designated Government Office in person.
ii. Acknowledgment: Upon submission, the complainant will receive an automated acknowledgment   confirming receipt of their complaint. The acknowledgment will include the complaint number, the   selected Government Ministry or Agency, and a brief description of the complaint / compliment.
iii. Verification and Classification: The system will automatically route the complaint / compliment to   the  responsible Government Ministry or Agency based on its nature. The Help Desk Team will then   verify  the authenticity of the complaint / compliment and further classify it by severity, prioritising it to   ensure   prompt and appropriate action.
iv. Investigation: The relevant MPSAs will investigate the complaints / compliment, suggestions, and   general inquiries, ensuring adherence to confidentiality and impartiality.
v. Response: A formal response will be provided to the complainant /compliment, detailing the findings   of the investigation and any actions taken.
vi. Resolution and Feedback: Once the complaint is resolved, a survey will be generated and sent to the   complainant / compliment, allowing them to provide a rating and feedback on the service offered. This   feedback will be used to improve the complaint /compliment resolution process and enhance service   delivery.
vii. Escalation (if required): If a complaint/compliment remains unresolved, it may be escalated to higher  authorities as appropriate.

Complaint Resolution Timeline All complaints /compliments are resolved within 7 days, adhering to the Service Charter Guidelines.

Roles and Responsibilities
i. Citizens: Provide accurate and truthful information when submitting complaints / compliments.
ii. Ministries Provinces and Spending Agencies: Investigate complaints /compliments and ensure timely   resolutions.
iii. Help Desk Team: Oversee the processing and investigation of complaints / compliments.

Reviews This policy will be reviewed annually to ensure it remains in line with the best practices, legal requirements, and emerging technologies.

Policy Amendment The policy may be amended from time to time, and such amendments will be communicated through the Citizens Support Service Portal.

Disclosure or Sharing of Personal Information Personal data may only be shared under the following circumstances
i. With Relevant MPSAs: For the purpose of investigating and resolving complaints / compliments.
ii. With Legal Entities: To comply with legal obligations or in response to valid court orders.
iii. Anonymised Data: Aggregate or anonymised data may be shared for reporting and analysis without   identifying individuals. The Citizens Support Service Portal will not sell or share personal data for   commercial purposes.

Retention Policy Personal data will be retained only for the duration necessary to
i. Investigate and resolve complaints / compliments.
ii. Fulfil legal and regulatory obligations.
iii. Conduct periodic audits to ensure process integrity. Once these purposes are achieved, personal   data will be securely deleted or anonymised in compliance with the Data Protection Act No.3 of 2021.

Cookie Policy The Citizens Support Service Portal uses cookies to enhance user experience and track interactions with the portal. Cookies help improve functionality and performance but do not collect sensitive personal data.

Your Rights
i. Access: You have the right to access your personal data held by the Citizens Support Service Portal.
ii. Rectification: You may request corrections if your personal data is inaccurate.
iii. Erasure: You can request the deletion of your data when it is no longer needed for the purposes of the complaint.
iv. Data Portability: You have the right to request a copy of your data in a structured format.

Security Measures the Citizens Support Service Portal employs robust security measures to protect personal data
i. Encryption: Data submitted through the portal is encrypted during transmission and storage.
ii. Access Controls: Only authorised personnel with valid credentials can access personal data.
iii. Regular Audits: Security measures are periodically reviewed and updated to address emerging threats.

Language Policy This policy is available in English and may be translated into other languages used in Zambia. The English version is the official version.

Advantages of Citizens Support Service Portal A well-structured complaints management system offers the following benefits:
i. Improved Service Delivery: Helps identify areas where public service can be improved.
ii. Citizen Empowerment: Citizens feel heard and valued.
iii. Accountability: MPSAs are held accountable for their actions.

Basic Principles Applicable to Citizens Support Portal
i. Fairness: All complaints are handled impartially and without bias.
ii. Responsiveness: Timely acknowledgment and resolution of complaints.
iii. Transparency: Clear communication with complainants /compliments regarding the status.

Turnaround Time for Resolving Complaints The resolution time for complaints /compliments will vary based on complexity but shall not exceed 7 working days from the date of submission. Complainants will be updated regularly on the status of their complaint.

Monitoring and Evaluation The Citizen Support Service Portal will be regularly monitored and evaluated based on the following Key Performance Indicators (KPIs)
i. Average response time to complaints.
ii. Resolution rates within the stipulated time frame.
iii. Citizen satisfaction scores based on feedback.
iv. Trends in complaints to identify systemic issues in public service delivery.

Data Analytics Data analytics will be employed to
i. Identify patterns and trends in complaints to improve public service delivery.
ii. Monitor the performance of MPSAs in addressing complaints.
iii. Generate insights for policy recommendations and system improvements. NOTE: Analytical reports will use anonymised data to protect individual identities.

Visiting Other Websites Policy The Citizens Support Service Portal may contain links to external websites. We are not responsible for the content or privacy practices of these websites. We recommend reviewing the privacy policies of these third-party websites.

Contact Us We welcome your feedback and questions. If you wish to contact us, please send an email to Citizen.Support@grz.gov.zm or and call the National Helpdesk Centre Toll-Free Number: 2008

Conclusion The Data Protection Privacy Policy of the Citizens Support Service Portal is designed to ensure that citizens can submit complaints / compliments regarding public service delivery in a secure and transparent manner. We are committed to protecting your personal data and ensuring a fair, efficient, and accountable process in handling complaints / compliments.