One of the key strategic projects that the Authority was running in 2022 was the Contact Centre Project which culminated in the Zimbabwe Revenue Authority (ZIMRA)  introducing a contact centre as part of its operations.  This new initiative is expected to have a significant impact on businesses and individuals who interact with ZIMRA on a regular basis.

The facility comes with a toll-free short code, 585, that is accessible across all networks with TelOne subscribers further having the convenience of another line to use, 08688007614. The toll-free line is accessible from anywhere in the country, eliminating the need for face-to-face interactions thereby reducing the time and cost associated with physical visits to ZIMRA offices. Furthermore, taxpayers can use WhatsApp, Email, Facebook and X to access the contact centre.

The introduction of the contact centre is a welcome development for businesses and traders in Zimbabwe as it offers a more convenient and efficient way of accessing information and services thereby improving trade facilitation in Zimbabwe. With a dedicated team of customer service representatives available to provide guidance and support, businesses and traders can navigate the complex regulatory environment with greater ease and confidence. This is particularly important for small and medium-sized enterprises (SMEs) who may not have the resources or expertise to deal with complex taxation and customs issues on their own. The customer service representatives are trained to handle queries and provide assistance on a wide range of issues related to taxation, customs, and other tax-related matters.

In addition to improving trade facilitation, the Contact Centre is also expected to enhance customer experience by providing a more convenient and accessible way of getting information and services. ZIMRA is demonstrating its commitment to customer service by providing a platform through which taxpayers can interact and get timeous feedback.  This should go a long way in contributing to a more positive business environment in Zimbabwe.

As ZIMRA continues to invest in modernizing its operations and improving service delivery, businesses and traders can look forward to a more streamlined and responsive revenue authority in the future. The expectation is to take service and customer experience to another level through this channel.