N AT I O N A L I N Q U I R Y R E P O R T ZIMBABWE HUMAN RIGHTS COMMISSION For Human Dignity and in possession of an identity card but without having obtained a birth certificate, could self-register. Whilst in Harare Province, it was stated that self-registration was from sixty (60) years of age. 56 This resulted in persons aged forty-five (45) years being unable to self-register in some provinces due to this unresolved inconsistency. It was also noted that there were issues relating to the expiry and duration of fingerprints. Findings57 showed that it was mandatory for persons above the age of twenty-one (21) years applying for birth certificates and/or identity cards to obtain fingerprint clearance to ascertain whether they had previously obtained an identity card or not. Witnesses in other provinces testified that they were told that fingerprints expire after three months. They therefore, kept repeating the process of taking fingerprints if three months lapsed before processing of their fingerprints which were said to have expired. This disheartened people in applying for national documents. This finding was confirmed by the Provincial Registrar for Matabeleland South who explained that this was their practice, despite the official position being that fingerprints do not expire. In other cases, some DRG officials made unnecessary referrals of witnesses to other registration offices where records were said to be kept or to registration centres where they initially obtained documents when in fact the person could have been assisted without a referral. This practice by some DRG personnel discouraged people from acquiring documents, considering the costs incurred when travelling from one office to the other. 3.2.4 Negative Attitudes and Discriminatory Practices by some RG’s Officers “Vanhu veku RG office vanoita sevakabuda mudumbu rimwe havanyatsokubatsira, vanenge vachingochenama saka unozongoti vana vacho chero tichingopawo sadza”. The RG personnel act as if they were born of one mother. They do not assist. They are rude and display hostile attitudes. This hinders your chances of accessing BCs for your children and you tell yourself as long as you can provide meals and get to live.” 54-year-old female witness, Wedza District, Mashonaland East Province. Out of 38% of witnesses who responded that registration was a challenge, 2.6% indicated that negative attitudes by some of the DRG personnel had deterred them from accessing documents. These attitudes towards people applying for different documents were disheartening and included ill-treatment, humiliation, and disrespect58. For example, tearing of documents on the grounds that the papers were not in order59, name calling, shouting, mocking and rudeness. Persons with disabilities also testified about these negative attitudes by some DRG officials60. A female witness in the Harare Metropolitan Province testified that an official from the DRG’s office tore the papers she had presented and called other officers shouting, “Huyai muone amai vakapusa (come and see this dull mother).” The ill treatment and lack of customer care by some of the DRG personnel prevented people from approaching the DRG’s office thereby remaining without identity documents. Commissioners witnessed first-hand the negative attitudes of DRG Officials when dealing with clients, during the Harare Metropolitan Public Hearings. A 40-year-old female witness who appeared before the panel narrated that she was failing to acquire birth certificates for 3 of her 7 children, whom she delivered at home while she was residing in Gokwe. At that time, she was a member of the Johane Marange Apostolic Church, therefore had no birth confirmation records. When she approached the DRG offices in Gokwe to get birth certificates for her 7 children, she highlighted that, applicable, one competent witness with an ID, preferably a close relative, a letter from an employer where applicable and citizenship status must be established beyond reasonable doubt.” 56 The Harare Provincial Registrar when asked about the discrepancy, stated that the other provinces were using a draft manual not the final version. The panel requested a copy of the correct procedure manual to compare with the draft but this was not forthcoming. The DRG in his submission stated that the Manual was under review 57 Evidence from Bulawayo, Mashonaland West and Matabeleland South Provinces. 58 The Mashonaland East Provincial Registrar in his submission agreed to the testimonies given by witnesses about the negative attitudes of the personnel towards clients. He indicated that he was aware of numerous complaints filed at his office concerning negative attitudes of DRG personnel towards clients. He said the office took the issue seriously in January 2019 by conducting investigations into complaints made about ill-treatment given to clients by DRG personnel which led to the dismissal of three officers who were involved in displaying hostile attitudes towards clients. 59 The DRG personnel did not bother to explain properly what the witnesses should have brought instead of destroying the documents. 60 See Annexure 7 on Supplementary Witness Voices (Testimonies) . 19 19