Client Service Charter
We aim to interact with our clients as two of our major objectives are accessibility and responsiveness to client needs. In all our operations, we endeavour to place our clients at the centre of our activities in order to guarantee their satisfaction.
This Charter sets out the standard of service excellence that clients should expect from NOIC.
Our Service Commitment
NOIC is committed to:
- Customer satisfaction as evidenced by adherence to ISO 9001:2015 Quality Management System requirements.
- Availing pumped fuel within 24 hours if pipeline composition is favourable.
- Availing of pumped fuel within a maximum of three days if pipeline composition is unfavourable.
- Loading of road tankers within eighty-two minutes from start of loading to dispatch.
- Notifying of clients of any service interruption five days before planned interruptions.
- Issuing product releases immediately upon receipt of instruction from the client’s supplier.
- Responding to all written enquiries within three working days.
- Resolving customer complaints within seven working days.
- Safeguarding the health, safety and environment of our stakeholders through benchmarking its operations to ZWS ISO 45001:2018 and ZWS ISO 14001:2015.
If you have any concerns or comments, contact us on our toll free line: +263-772171459 / 08080203 or email: info@noic.co.zw
What you can expect from NOIC
Reliability
The company’s focus is on a value chain that delivers product to customer expectations all the time.
Integrity
All our actions are always guided by transparency, honesty and fairness.
Excellence
Our business processes and practices are aimed at matching or exceeding the national industry standards.
Teamwork
We believe in the inherent worth of all people and the collaborative effort of our employees to achieve common goals, effectively and efficiently.
Commitment
Our business is driven and inspired by the enthusiasm to provide appropriate solutions for our clients that best achieve their goals. Lasting relationships are the lifeblood of our business
NOIC is in the business of pipeline transportation of petroleum products as well as storage and handling in the Company’s depots.