Our Service Standards

OUR SERVICE STANDARDS

At Roads Fund Administration (RFA) we aim to provide our services efficiently and effectively taking into consideration timelines, accuracy and appropriateness of responses.

To this end, we have set out below the timeframes within which our clients and stakeholders should expect us to deliver our services and should you have any enquiries, comments, concerns or complaints in respect of our service delivery, please do not hesitate to contact us.

TYPE OF SERVICE

STANDARD TIME

1.       Payments to:

 

a)      Road works contractors and consultants (for recurrent programmes)

Within 5 working days of receipt of invoice or certificate

b)      Community road maintenance clubs and foremen (under the Community Roads Maintenance Programme)

Within 5 working days of receipt of certificate

c)       Suppliers of goods, services and other works to the RFA

 

Within 14 days of receipt of invoice or certificate

d)      Malawi Revenue Authority (for different taxes)

Within the statutory timeframes

e)      Malawi Revenue Authority (collection fees on international transit fees and road access fees)

Within 14 days of receipt of invoice

f)       Directorate of Road Traffic and Safety Services (for approved road safety and traffic management programmes)

Within 7 working days of receipt of payment request

2.       Remittances to:

 

a)      Roads Authority (funding for operational and capital expenses)

Monthly, by the 20th of the preceding month

b)      District Councils (funding for administrative expenses for the Community Roads Maintenance Programme)

Within 5 working days of receipt of payment request

c)       National Construction Industry Council (NCIC Levy collected from road works contractors and consultants)

Monthly, by the 25th of the following month

3.       Responses, communications and feedback

 

a)      Responses to letters, written enquiries and other correspondences

Within 5 working days from date of receipt

b)      Responses to customer complaints

Within 14 days from date of receipt of the complaint

c)       Responses to media inquiries

 

Within 2 working days of receipt of written inquiries

d)      Communication of tentative funding allocations to Roads Fund implementing agencies for the upcoming year

By 31st December of each year

e)      Input and feedback to Roads Authority on the Annual National Roads Programme (ANRP)

Within 10 working days of receipt of the draft ANRP

f)       Confirmation of receipt of fuel levy (To Malawi Energy Regulatory Authority)

Within 5 working days from date of receiving the levies

4.       Submission of reports

 

a)      Annual audited accounts for the Roads Fund

By 31st October of each year

b)      Audited accounts for Development Partners’ funded projects administered by the RFA

 

Within the agreed timeframes as per the projects’ financing agreements

c)       Expenditure Returns to the Ministry of Finance, Economic Planning and Development (for development programmes)

Monthly, by the 15th of the following month

d)      Technical and procurement audit reports of the Roads Fund implementing agencies

 

Within 30 days of receipt of the audit reports from the external auditors