CAA Enhances Service Commitment with New Stakeholder Charter
The Civil Aviation Authority (CAA) recently held a stakeholder engagement session focused on its Service Charter, emphasizing its dedication to improving service delivery, accountability, and transparency in Zambia’s aviation sector.
In his welcome address, CAA Director General, Captain Derrick Luembe, described the Service Charter as a crucial milestone that publicly affirms the Authority’s commitment to integrity, responsiveness, and collaboration with stakeholders.
He emphasized that the Charter clearly sets out service standards and expectations for both CAA staff and customers.
“To meet the rising expectations of a dynamic aviation environment, the CAA is streamlining internal processes, reducing bureaucracy, and embarking on a digital transformation journey,” Captain Luembe said.
He added that digitizing services will improve turnaround times, enhance transparency, reduce paperwork, and increase accessibility for the public and industry players alike.
Highlighting the importance of partnership, Captain Luembe stated that stakeholders are not merely service recipients but active participants in the aviation ecosystem. The Service Charter promotes shared responsibility and mutual respect in pursuit of safety, efficiency, and service excellence.
The Director General pledged CAA’s commitment to fostering better service, stronger stakeholder relationships, and a customer-first culture within the sector.
He also noted that the Charter will undergo periodic reviews to stay aligned with evolving national regulations and international aviation standards.
