Eswatini Revenue Service

SRA Customer Service Standards

Customer service standards are a set of rules that are derived from the SRA’s Vision; they aim to give direction to the SRA's strategic and business activities as well as its conduct in order to realise the Vision.

WHAT ARE SERVICE STANDARDS

Service standards are a set of guidelines that govern the conduct of all staff towards ensuring quality service delivery by the Authority. Effective customer service standards are defined in very specific terms to ensure that employees understand what they are required to deliver. These standards will also be the tool used to measure the SRA's performance in relation to customer service.

SRA Customer Standards (click here to view the handbook)