Zimbabwe Independent Complaints Commission (Complaints Receiving and Handling) Regulations, 2026

These regulations put the Zimbabwe Independent Complaints Commission into working order, setting out how a complaint about misconduct by a member of a security service is made, screened, investigated and heard.

A complaint may be oral, written, telephonic or electronic, and may be filed at any Commission office regardless of where the alleged misconduct happened — handed in, posted, emailed, or submitted through the complaint form on the Commission's website. The complainant gives their name, national registration number, contact details and location; someone complaining on another person's behalf must file an affidavit explaining why. Officers must help complainants complete the form. A written acknowledgement with a reference number follows within seven days, and every complaint is entered in a Complaints Register.

The complaint itself must describe the alleged misconduct, when and where it happened, the officers involved if known, supporting evidence, steps already taken, any court proceedings, the injury or suffering, and the remedy sought.

Confidentiality is treated seriously. Complainants' particulars are confidential, and a member of staff who discloses information without authority commits an offence carrying a fine up to level 6 or up to a year's imprisonment, or both. Extra protection applies to children, people with mental disabilities and victims of gender-based violence, whose identity may be disclosed only with an adult victim's informed consent after counselling. If the Commission needs to disclose information to resolve a complaint, it must ask in writing, and it may decline to proceed if consent is refused — telling the complainant why within seven days. Retaliation against complainants or witnesses is prohibited, and the Commission can offer anonymity safeguards, relocation assistance and legal support.

Two committees do the work. A Complaints Assessment Committee screens for jurisdiction, admissibility and prima facie merit and decides whether a matter is investigated, referred, mediated or dismissed. An Investigations Committee approves investigation plans, sets scope, monitors timelines and reviews files for evidential sufficiency. Both include an observer appointed by the relevant head of security service. A rejected complaint goes to the head of the Complaints Handling and Investigations Unit, who can seek more information and either confirm the rejection or send it back.

Preliminary investigations must be concluded within sixty days of the complaint. Full investigations follow an approved plan; the Commission may require the assistance of the Zimbabwe Republic Police and Military Police, interview and record statements from complainants, respondents and witnesses, and subpoena people and documents — though subpoenas are to be used sparingly and as a last resort. A minor may be interviewed only with a parent or guardian's consent and in their presence. Anyone appearing may be represented by a lawyer at their own expense, and complainants must be kept informed of progress.

An officer facing allegations must be notified in writing before a hearing, with enough detail to respond, though the source of the allegations may be withheld and prior notice may be withheld where circumstances demand. Notice goes by registered post, or by courier or personal service where post is unreliable, and by public announcement where the person cannot be found. At hearings the Commission has the powers of a Commissioner under the Commissions of Inquiry Act, except the power to order detention.

The Commission will not act on a complaint that is vexatious or frivolous, where the complainant fails to supply information that makes investigation impossible, where information cannot be obtained despite diligent effort, or where the matter has already been heard and finalised.