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About the Client Service Charter
Strategic Orientation
Achieving sound engineering professionalism within the region and beyond.
Regulating and monitoring engineering practice in Tanzania while promoting local engineers and firms to enhance their competitiveness and professionalism.
Core Values
We Pursue Excellence
We Uphold Integrity
We Maintain Professionalism
We Ensure Value for Money
We Practice Transparency & Accountability
We Foster Innovation
We Promote Sustainability
We Prioritize Customer Care
Core Functions under Section 4 of Cap. 63
Operational Timeliness Standards
The following precise, measurable, time-bound standards govern all ERB administrative actions. These benchmarks exist to minimise bureaucratic ambiguity and establish clear parameters for operational accountability.
Accountability Commitment
By attaching explicit timelines to every service category, ERB commits to measurable performance. Failure to meet these standards should be reported via the complaint mechanisms described in the Feedback tab.
| Service Category | Standard / Benchmark | Classification |
|---|---|---|
| Telephone Response | Immediately — within 3 rings | ⚡ Immediate |
| Emails, Faxes & Letters | Within 3 days of receipt | 🔵 Fast |
| Information Requests | Within 7 days | 🔵 Fast |
| Registration — Technicians, Local Engineers & Firms | Within 2 months | 📋 Standard |
| Registration — Temporary / Foreign Engineers | Within 2 weeks | 🔵 Fast |
| Monitoring Reports | Issued every 2 months | 📋 Standard |
| Board Performance Reports | Finalised within 21 days after quarter-end | 📋 Standard |
| SEAP Monitoring | Evaluated once every 2 months | 📋 Standard |
| Annual Plan & Budget Submission | 30 days before financial year ends | 📅 Scheduled |
| Creditor Claim Settlement | 0 to 30 days | 🔵 Fast |
| Ordinary Board Meetings | Conducted once every 2 months | 📅 Scheduled |
Foreign vs. Local Registration
Note the significant difference in processing time: local and resident engineer registrations are processed within 2 months, while temporary/foreign engineer registrations are expedited to 2 weeks in recognition of their short engagement windows in Tanzania.
Qualitative Service Standards
Beyond timeliness, ERB guarantees the following qualitative standards in all service delivery interactions. These standards ensure that every engagement with ERB — in person, by phone, or in writing — meets a consistent level of professional quality.
Responsiveness
All client communications are acknowledged promptly. Telephone calls answered within 3 rings; written correspondence acknowledged within 3 working days. No client inquiry left unanswered.
Clarity
All communications from ERB — letters, notices, decisions, and instructions — are written in clear, plain language that is understandable to the recipient. Technical jargon is minimised or explained.
Accuracy
All professional advice, financial transactions, and official documents issued by ERB are verified for accuracy before release. Corrections are made promptly and communicated clearly when identified.
Appropriateness
ERB accommodates the needs of disabled or disadvantaged service recipients in all its interactions. Physical access, communication formats, and service delivery are adapted where necessary to ensure inclusion.
Impartiality
All appointments, decisions, and service deliveries are handled without prejudice, favouritism, or discrimination. ERB staff are required to declare conflicts of interest and recuse themselves from decisions where a conflict exists. The anti-corruption clause strictly bans the offering or acceptance of gifts or inducements by any party.
Client Rights & Obligations
The charter establishes an explicit code of engagement for clients to secure a sustainable, respectful, and professional relationship with ERB. Both parties have defined rights and corresponding obligations.
- The right to appeal any decision made by the Board regarding your application or registration status, as provided under Section 20 of Cap. 63
- The right to lodge a formal complaint about any ERB service, decision, or staff conduct — without fear of prejudice to your registration or application
- The right to expect data privacy and confidentiality for all personal and professional information submitted to ERB
- The right to access ERB facilities, services, and information without favouritism, discrimination, or undue delay
- The right to seek external dispute resolution or legal appeals independently of ERB's internal complaint mechanisms
- The right to receive clear, accurate, and timely responses to all official communications within the benchmarks set in Section 6
- Treat all ERB staff with courtesy and professionalism in all interactions — in person, by phone, or in writing
- Arrive punctually for scheduled examinations, interviews, inspections, and Board meetings
- Deliver precise, complete, and timely data when information is requested by ERB for registration, renewal, or compliance purposes
- Observe the strict anti-corruption clause: offering gifts, inducements, or any form of reward to ERB staff or Board members is strictly prohibited and constitutes a breach of this charter
- Maintain current and accurate records in the ERB MIS system, including address, contact details, employment, and CPD activities
- Submit annual returns and pay annual fees on time to maintain your registration and practising licence in good standing
Anti-Corruption Clause
The charter explicitly prohibits the offer of gifts or inducements to ERB staff or Board members. Any such offer must be reported immediately to ERB management or to the Prevention and Combating of Corruption Bureau (PCCB). Violations may result in criminal prosecution and cancellation of registration.
External Appeals
The charter explicitly notes that its internal complaint mechanisms do not preclude clients from seeking external dispute resolution or legal appeals through the courts or other appropriate authorities. Clients retain all statutory and constitutional rights of appeal.
Feedback & Complaints
ERB is committed to continuous improvement. All feedback — positive or negative — is logged to form the baseline for annual management self-assessment. Complaints can be submitted through any of the following channels during office hours: Monday to Friday, 8:00 AM to 4:00 PM.
Complaint Submission Channels
In Person
Visit either ERB office during working hours and speak with the Client Relations Officer or deposit in the suggestion box.
Telephone
Call ERB during office hours to lodge a verbal complaint with the Client Relations Officer.
+255 26 2960086/87
Fax
Submit your written complaint via fax to ERB's Dodoma headquarters. Contact the office for the current fax number.
Suggestion Box
Physical suggestion boxes are available at both ERB offices for anonymous or signed feedback submissions.
ERB Offices
🏛 Dodoma — Headquarters
Location: Mhandisi Annex
Address: P.O. Box 2768, 41104 Tambukareli, 3 Ukaguzi Road
Phone: +255 26 2960086/87 · +255 764 458 815
Email: registrar@erb.go.tz
Hours: Monday – Friday, 8:00 AM – 4:30 PM
🏙 Dar es Salaam — Regional Office
Location: 12th Floor, PSSSF Commercial Complex
Address: P.O. Box 14942, 66C9+35X Sinza
Phone: +255 715 938 638 · +255 716 030 206
Email: registrar@erb.go.tz
Hours: Monday – Friday, 8:00 AM – 4:30 PM
Charter Maintenance & Review
The Client Service Charter is a living document that is regularly reviewed to realign with shifting business environments and public service guidelines. The review process is transparent and involves consultation with:
Annual Management Self-Assessment
All feedback and complaints logged through any channel are compiled annually as the baseline for ERB's management self-assessment. This ensures that systemic service gaps are identified and addressed in the following year's operational planning.