Africa-Press – Namibia. The Directorate of Education, Innovation, Youth, Sport, Arts and Culture in the Ohangwena region has officially launched its Customer Service Charter.
The launch took place on Friday at the directorate’s regional headquarters in Eenhana.
Speaking at the event, Chairperson of the Ohangwena Regional Council, Erickson Ndawanifa, described the charter as a public declaration of the directorate’s unwavering commitment to serving all educational stakeholders with professionalism, integrity, humility and dedication.
“This charter serves as a guiding framework that sets out clear service standards, expected turnaround times, roles and responsibilities, and the rights of both service providers and recipients. It empowers our parents, learners, teachers, and community members to understand what they can expect — and what is expected of them — in the quest for quality education,” he said.
Ndawanifa added that the charter is not only a tool for accountability but also a mechanism for empowering the public to demand excellence and for guiding civil servants in upholding the highest standards in conduct and work ethic.
“This charter will help ensure that teachers receive timely support and resources, that learners are treated with dignity and provided with a safe and conducive learning environment, that parents and communities are included in decision-making, and that administrative services are delivered promptly and transparently,” he added.
Acting director of education Palisha Ngulu emphasised that as a government institution, the directorate recognises its responsibility to serve the public with professionalism, fairness and integrity.
She said the launch marks a critical step in deepening the directorate’s commitment to its core values.
“This Customer Service Charter is not just a document — it is a living pledge. A pledge to improve the way we listen, respond, and deliver services to the citizens and stakeholders we are here to serve. It outlines our service standards, timelines and expectations — and above all, it holds us accountable.”
Also speaking at the event, Chief Regional Officer of the Ohangwena Regional Council, Fillipus Shilongo, stressed that the Customer Service Charter is vital to organisational performance, as it enhances customer loyalty, boosts retention and reduces staff turnover.
“The Customer Service Charter helps an office or organisation manage customer expectations, address needs, and respond to concerns around service delivery. It focuses on quality, timely responses, and strives to ensure customer satisfaction,” Shilongo said.
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