ZCV is Zimbabwe's independent consumer accountability platform. Here's exactly how the process works — for consumers, businesses, and regulators.
From submitting a complaint to getting it resolved — here's the full journey.
Submit a complaint in minutes — no account needed. Describe the issue, name the company, attach evidence, and state your desired outcome. Complaints are posted publicly by default, creating a transparent accountability record.
The moment your complaint is submitted, the named company receives an automated email notification with a direct link to respond. A 14-day response window begins immediately.
Track the company's response in real time from your dashboard or the complaint page. You'll receive an email the moment they reply. All responses are logged permanently and visible to the public.
Once your issue is resolved, leave a star rating and written review. Your feedback directly influences the company's trust score — rewarding businesses that resolve complaints and flagging those that don't.
Silence is not an option. Our automated escalation system ensures every complaint gets attention.
If a company fails to respond within 14 days, ZCV's automated escalation system triggers.
The complaint status changes to Escalated and becomes visible to registered regulators on the platform.
Government bodies and consumer protection agencies monitoring ZCV can see all escalated complaints in real time.
Unresolved complaints permanently reduce a company's trust score, affecting their public reputation.
Not satisfied with how a complaint was resolved? File a dispute. The complaint re-opens, is flagged for admin review, and the company must respond again.
Escalated complaints appear on a company's public profile permanently, are visible to government regulators, and significantly lower the company's trust score.
Businesses that respond quickly and resolve issues build the highest trust scores — and the strongest customer relationships.
Create a corporate account and set up your company profile. Pending admin verification, your profile goes live in the ZCV directory.
Get notified immediately when a consumer files a complaint against your company. See the full complaint detail in your dashboard.
Use the built-in Claude AI assistant to draft a professional, empathetic response in seconds. Review and edit before sending.
Every resolved complaint and positive review improves your ZCV Trust Score — your public reputation metric, visible to all consumers.
SME and Corporate plan subscribers can use the built-in Claude AI assistant to draft professional, empathetic responses in seconds. The AI analyses the complaint and produces a ready-to-edit reply — cutting response time from hours to minutes.
Every company on ZCV has a public trust score out of 5.0, calculated automatically from real behavioural data — not self-reported.
% of complaints reaching Resolved status
% of complaints receiving at least one reply
How quickly the first response arrives
Average star rating from consumer reviews
Example company trust score
Scores update in real time with every complaint and review.
Companies consistently resolving issues quickly.
Room for improvement — inconsistent responses.
Significant unresolved complaints and non-responses.
ZCV is a four-sided platform. Each role has tailored tools and access levels.
The ZCV team has a full admin dashboard to manage users, verify companies, update complaint statuses, flag content, and monitor platform health — with complete audit trails for every action.
No. You can file a complaint as a guest by providing your name and email. Creating an account lets you track your complaint status, receive updates, and leave reviews.
Yes, by default all complaints are public. This is what creates accountability — companies know their response (or lack of one) is visible to everyone. You can mark a complaint private when filing if needed.
If a company doesn't respond within 14 days, your complaint is automatically escalated. It becomes visible to registered regulators, the company's trust score drops, and you receive a notification. Escalated complaints are flagged prominently on the company's public profile.
Yes. If a complaint is marked resolved but you're unsatisfied, you can file a dispute. This re-opens the complaint for review, flags it for admin attention, and the company is expected to respond again.
The trust score is calculated out of 5.0 using four weighted signals: resolution rate (40%), response rate (30%), response speed (20%), and average review rating (10%). It updates in real time whenever a complaint is responded to or resolved.
ZCV is an independent consumer protection platform. We provide regulators and government agencies with read-only access to platform data to support policy and enforcement decisions, but we are not a government body.
Join thousands of Zimbabwean consumers driving real change — one complaint at a time.