OUR SERVICE STANDARDS.
At ZFDA we aim at providing our clients with quality services.
In our desire to provide high quality services to our clients, the following service values and commitment will be adhered to by:-
Zanzibar Food, Drugs and Cosmetic Agency ZFDA is a regulatory body responsible for controlling the quality, safety and effectiveness of food, drugs, herbal drugs and medical devices for the purpose of protecting public health. Established under section 3(1) of the Zanzibar Food, Drug and Cosmetic Act No.2 of 2006, ZFDA is a semi-autonomous body under the Zanzibar Ministry of Health, and became operational on 1 January 2007.
WHAT ARE ZFDA STANDARDS ?
- Issuance of permits for business premises
- Import and Export permits
- Inspection of business premises
- Laboratory analysis
- Equality and fair treatment
- Staff conduct
Application for licensing of new business premises (for products regulated) including shift of business premises and change of business names will be processed within 45 days after receiving complete application.
Application for import and export permits for registered products will be processed and have the respective import/export issued within 2 working days.
Inspection of local manufacturing facilities and distribution points will be carried out and report issued within 30 days from date of inspection.
Analysis of samples in the laboratory will be carried out and they results will be released within 14 days of working days depending on the type of product and parameter involved.
We will treat all our clients fairly and professionally. Any discrimination based on places of origin, race, gender, religion, ethnic group, philosophical or political conviction or other personal considerations are prohibited.
Our staff will identify themselves to you by name and will be polite, courteous, friendly, considerate, helpful and cooperative at all times.
We will keep any confidential information given to us and use it only for the purpose of which it was intended or otherwise required by law.
TIME FOR REGISTRATION OF PRODUCTS WILL BE AS FOLLOWS:
i. Food within 240 days ii. Food supplements within 240 days
iii. Medicinal products within 360 days and prioritymedicine 120 days
iv. Cosmetics within 24 days v. Medical devices within 240 days
We will disseminate information to our clients through website,brochures, pamphlets, billboard, stickers, fliers as well as running programs in the mass media explaining key aspects of our services.
IT IS IMPORTANT TO NOTE THAT:
a. Where service delivery is outsourced, we will work to ensure that the provider complies with our service standards and we shall finally be responsible for the service provided.
b. In the event that the prescribed service standards are not met, our clients will be informed in advance on the reasons leading to such state of affairs and the status of the follow-up action to rectify the situation.
WE WILL RESPOND PROMPTLY TO OUR CLIENTS BY:
i. Returning telephone calls within one working day or take details and arrange for the appropriate person to return the client’s call.
ii. Responding to any correspondence by letter or e-mail, telephone, fax within seven working days. If we can’t fully answer your query in that time, we will give you an interim response and advice you as to when a final response can be expected.
In the event that we request from the client who falls under mandate of another organization, we will forward the matter to that organization within 3 working days and notify the respective client.
We will work to ensure that our services fit to our client’s needs and circumstances within the limitation of law and regulations.
We will aim for a fair balance between speed of decision making and a comprehensive assessment of the matter at stake and give reasons for decision that we make.
We couldn’t be more pleased with the efficiency and results with ZFDB Board. Thank you, for keeping our Environment Safe in Zanzibar.
ZFDB is awesome to work with. Incredibly organized, easy to communicate with, responsive with next iterations, and beautiful work.
Thank you for your Quality of Service