1. THIS CHARTER• Intends to ensure that public expectations of service delivery are matched by achievable and measurable performance standards;• Refl ects our commitment to delivering a high standard of service to all our clients;• Identifi es our clients and the key services they can get from us;• Refl ects on the clients responsibilities and obligations;

2. OUR ROLE AS PARTNERSOur roles are to:• Facilitate the legitimate movement of goods, people and transport;• Promoting a compliance culture;• Ensure the eff ective collection of revenue;• Managing identifi ed client programmes; and• Facilitate safe, timely, cost eff ective and seamless movement of goods, people and transport along the TKC.• Promote trade and protect the economies of member states. • Uphold and promote the global commitment towards protecting the environment by adopting sustainable governance and technologies.

3. OUR COMMITMENT AS PARTNERS• Foster a healthy Public Private Partnership based on mutual trust. • Outline predictable, professional and facilitative standards of service delivery clients can expect. • Promote and maintain fair and equal treatment of users through mutually agreed service standards.

We commit to collaborate as Public Private Partnership (PPP) to ensure e� ective and e� cient service delivery by being:• Professional• Honest• Fair• Transparent• Consistent• Accountable• Timely

4. MUTUAL OBLIGATIONSMember Administrations undertake to: • Be accessible• Be courteous and professional at all times• Respond timely to enquiries• Provide clear and accurate response• Clearly advise on further action you may need to take and by when

• We will regularly measure performance against set standards.• We will measure performance against set standards quarterly• We will annualy publish results against the set standards.

7. COMPLAINTS ESCALATION

• Complaints should fi rst be addressed to the offi ce that dealt with you originally.• If the dispute resolution has failed you can escalate your dispute/complaint as

follows:

Namibia Customs The Commissioner: Customs & Excise Ministry of Finance

Att: Customs & Excise Information Centre Private Bag 13295, Windhoek Tel: +264-61-209 2811/2825 Fax: +264-61-239278 E-mail: info@gov.mof.na

Immigration: Namibia The Permanent Secretary Ministry of Home Aff airs & Immigration

Att: The Public Relations Offi cer Cohen Building, Corner of Independence and Casino Street Private Bag 13200 Windhoek Tel: +264-61-2922111 Fax: +264-61-29222185

SARS The Call Centre at: 0860 12 12 16

If you are still not satisfi ed contact: SARS Service Monitoring Offi ce (SSMO) Tel: 0860 12 12 18 E-mail: Contact.north@sars.gov.za

BURS BURS Public Relations & Communications Offi ce Private Bag 0013 Gaborone Tel: +267-363 8000 +267-363 9112 Fax: +267-395 3101 E-mail: mmogami@burs.org.bw or comms@burs.org.bw

Botswana Immigration Director: Department of Immigration and Citizenship P.O. Box 942 Gaborone Tel: +267-361 1300 Fax: +267-395 2996/ 391 4286

The Permanent Secretary Ministry of Labour & Home Aff airs Private Bag 002 Gaborone Botswana Tel: +267-361 1100: Toll free number: 0800 600 777

Having concluded the Memorandum of Understanding (MoU) on the Development and Management of the Trans Kalahari Corridor on the 3rd of November 2003, we the Governments of Botswana, Namibia and South Africa are committed to individually and collectively attain sustainable growth and development, implement the integrated and seamless movement of goods and persons on the Trans Kalahari Corridor with a view to reduce transport costs and transit times and increasing competitiveness. This charter therefore embodies our commitment to our clients in terms of service delivery and accountability.

In the case of weighbridges and Abnormal Loads report to Director of Roads

Roads Department, P/Bag 0026 Gaborone, Contact Person: Mr. Mmolotsi Absalom Galatlhwe Tel: (00267) 391 3511; email: mgalatlhwe@gov.bw

In the case of transport and SACU permits report to:

Director of Road Transport and Safety Private Bag 0054 Gaborone

Contact person: Mr. Ephraim Mokotedi Tel (00267)368 8677/368 8626, E-mail: emokotedi@gov.bw

Permanent Secretary Ministry of Transport and Communication Tel: (00267) 361 2083

Roads Authority

Contact Person: Ms. O. Nangolo Tel: (00264) 61 284 7245; E-mail: nangoloo@ra.org.na

Contact Person: Ms. N. Akwenye Tel: (00264) 61 284 7246; E-mail: akwenyep@ra.org.na

In the case of Road Safety and Security report to:

The Divisional Commander Southern Division Contact Person: Mr. C. Tlalanyane Tel: (00267) 53 34458; E-mail: ctlalanyane@gov.bw

Director of Traffi c Branch Botswana Police Service Contact Person: Mr. Christopher Ndlovu Tel: (00267) 319 0847/362 4032/395 7464 E-mail: cbndlovu@gov.bw/cbndlovu@gmail.com In the case of Abnormal Permits report to:

Roads Authority Div. Transport Information and Regulatory Services

Mr. C.M. Lutombi Tel: (00264) 61 284 7200; E-mail: lutombic@ra.org.na

Ms. M.C. Cloete Tel: (00264) 61 284 7219; E-mail: cloetem@ra.org.na

Ms. D. Viljoen Tel: (00264) 61 284 7220; E-mail: viljoend@ra.org.na

In the case of weighbridges report to:

Mr. V. Sasele Tel: (00264) 61 284 7008; E-mail: saselev@ra.org.na

Mr. L. Gaeseb Tel: (00264) 61 284 7009; E-mail: gaesebl@ra.org.na

For any other information please contact the TKC Secretariat:

Ms. Linda Diergaardt Tel: (00264) 61 250 071; E-mail: admin@tkcmc.com; Website: www.tkcmc.com

• Consider your suggestions• Continuously keep you informed through diff erent communication channels• Maintain a high level of integrity• To attend to complaints timeously through various escalation channels.• Ensure you are included in decision-making which directly aff ects you• Ensure there is dialogue with you on implementation dates and procedures for changes in legislation• Adhere to all safety measures at all times• Privacy and confi dentiality In handling your aff airs we will: Deal with them on a strictly confi dential basis within the law. Arrange to conduct interviews in a private environment, where this is preferred.

Expectations from the Clients are to:

• Engage in safe, secure and legitimate trade.• Keep up to date with all changes to legislation and procedures• Comply with all relevant legislations • Maintain a high level of integrity• Provide correct information and documentation when goods and/or people cross the borders• Cooperate with Member Administrations in executing their duties• Provide accurate and complete information as and when required• Be honest and courteous when dealing with Member Administrations• Commit themselves to meet legal requirements within a stipulated time• To follow stipulated channels of communication • Adhere to all safety measures at all times

5. STANDARDS

5.1 Communication 5.1.1. Telephone We will:• Answer within 5 rings, • Identify ourself by stating our name and offi ce.

5.1.2. E-mail, fax, postal mail We will respond to your enquiries within 24 hours after/from date of receipt thereof.

5.1.3. Visits in person• We will attend to appointments within 5 minutes of your appointed time.• Clients without appointments will be attended to on a fi rst come fi rst serve basis.

5.2. Registration / Application / Processing

5.2.1 Immigration

• Issue visas within 7 working days• Issue passports within 10 working days• Issue permits within 30 working days

5.2.2 Customs & Excise

We will: • Process applications for licensing and or registration within 10 working days. • Process electronically submitted declarations within 4 hours. • Process manual declarations within 3 working days. • During any routine visit we will identify ourselves by name and show our identifi cation card. • If your goods are selected for inspection, you will be informed within 3 working days for manual declarations and 4 hours for electronic declarations. • Before any routine visit we will inform you of our intention to visit your business. • Process refund(s) within 21 working days of receipt of the claim(s). • Notify you within 21 working days, when a refund is subject to review.

5.2.3 Transport

5.2.3.1 Enforcement Processes

5.2.3.1.1 Dimensions Compliance

We will validate the dimensions, i.e. width, height and length of the vehicle for compliance with the National Road Traffi c Legislations of Member States within 10 minutes. In the event the load does not comply with dimensions, the operator will be advised to apply for a new permit. Non-compliance with prescribed requirements may result in prosecution.

5.2.3.1.2 Load Mass Compliance

We will weigh a vehicle within 5 minutes of its arrival at the weighbridge, i.e. check axle load limits and compliance with legal requirements.

If the axle load (unit) or Gross Combination Mass or Gross Vehicle Mass loads do not comply with prescribed requirements or exemption permit, we will charge the operator as per the fees or fi nes applicable in each Member State.

Except in the case of Dangerous Goods, Bulk Goods or livestock if a vehicle is overloaded on some axles but within Gross Combination Mass (GCM) or Gross Vehicle Mass (GVM), we wil require the operator to distribute the load and re-weigh.

At point of entry, if a vehicle is overloaded on some axles but within Gross Combination Mass (GCM) or Gross Vehicle Mass (GVM) the driver may be fi ned and required to distribute the load and re-weigh. We will check to ensure that the load is safely secured onto the vehicle in compliance with the applicable standards of Member States.

If the vehicle is overloaded above the GVM the operator will be required to transship the load in excess of the GVM and re-weigh.

If transhipment takes place, we will send the operator to Customs to review the declaration.

Upon clearance by Customs, we will allow both vehicles to proceed.

If the transporter is found to have violated the stipulated requirements within the boundaries of a Member State, we will charge the operator as per the fees or fi nes applicable in each Member State.

In the case of Bulk Goods, if the load does not comply, we will advise the operator to apply for a permit if the load is defi ned or classifi ed as abnormal.

In the case of Dangerous Goods, if the load does not comply, we will allow the vehicle to proceed but we will monitor the operator for habitual off ending.

Non-compliance with prescribed requirements or exemption permit may result in prosecution.

5.2.3.1.3 Inspections We will inspect a vehicle within 5 minutes after being stopped by Offi cers on the road

or at a weighbridge, i.e. check roadworthiness; fi tness of vehicles and drivers; and payment of road user charges.

5.2.3.1.4 Prosecution

We will complete the prosecution process as speedily as reasonably possible. We will allow the vehicle to proceed as soon as the prosecution process is

completed.

5.2.3.2 Permit Applications

5.2.3.2.1 Freight Transport / SACU Permits / Other Classes of Permits

We will process and issue cross border transport permits within 30 minutes of receipt of the application provided all requirements are met.

5.2.3.2.2 Exemption Permits (Abnormal Loads)

We will issue exemption permits within 24 hours of submission of application provided that all requirements are met.

5.2.4 Road Safety & Security 5.2.4.1 Police & Emergency response

Will arrive within 45 minutes at an accident scene within a radius of 100km between Police stations upon receipt of such report.

5.2.5 Payments We will issue offi cial receipts (electronic or printed) for all payments.

5.2.6 Refunds

We will process refund(s) within 21 working days of receipt of the claim(s) where applicable. When a refund is subject to review you will be notifi ed within 21 working days.

5.2.7 Correspondence

We will respond within 21 days of receipt 6. COMPLIANCE MONITORING / FEEDBACK

• We welcome your recommendations and will use them to improve our services and supporting processes.