By Shamiso Nyoni
Bulawayo Ward 3 Councillor Mxolisi Mahlangu has been awarded the Customer/Consumer Advocacy Award by the Customer Experience Association of Zimbabwe (CXAZ) for his unwavering commitment to representing residents and demanding accountability in public service delivery.
The CXAZ, which specialises in customer service training, research, auditing, and consultancy, recognised Mahlangu’s outspoken stance on issues affecting the Bulawayo community, including transparency, service delivery, and civic empowerment.
Mahlangu said advocacy was not something easily measured by figures, but rather by the lasting knowledge imparted to communities.
“Advocacy is about speaking up for people’s rights to better quality services. It’s not about instant results, it’s about making residents aware of things like the Ward Retention Fund, which returns 3% of their council contributions to their own ward. That kind of empowerment isn’t easily quantifiable,” he said.
He added that meaningful change was better observed through impact than metrics.
“When you speak to residents about health issues or rights, the awareness you create stays with them. You can’t always measure it, but you can feel the difference,” said Mahlangu.
Reflecting on what drew him into advocacy, Mahlangu said his motivation stemmed from a lack of visible leadership in communities.
“Our neighbourhoods have been deteriorating, yet many elected representatives vanish after being sworn in. I felt compelled to step in and fix what I could,” he said.
He said his vision was rooted in community development, adding that he aspired to see Bulawayo’s suburbs grow through improved service delivery and innovation.
“In my ward, we’ve addressed water challenges, raised awareness on local funds, and engaged with the city council on emergency responses like water delivery through bowsers,” he said.
Mahlangu cited his work in Woodville as a key example of his efforts. Upon assuming office, he found that residents had no access to tap water due to a collapsed delivery system and were not even receiving water via bowsers.
“People were relying solely on boreholes. I ensured everyone received bowser water, replaced damaged pipes, and many households now have running tap water again,” he said.
He also tackled electricity shortages in the area.
“Woodville had gone two years without electricity. I intervened and, without requiring residents to contribute financially to ZESA, managed to get power restored through the installation of new cables,” he said.
Mahlangu also revived a derelict community tavern that had been closed for 20 years, converting it into a revenue-generating hub for public safety.
“The tavern is now operational, and its proceeds are used to pay members of the neighbourhood watch. This way, the community sees direct benefits,” he said.
He highlighted his humanitarian work during the COVID-19 pandemic, including the provision of sanitary towels to underprivileged women and assisting families in securing birth certificates and identity documents.
“Many women were using makeshift materials due to lack of access to sanitary products. I stepped in. I’ve also helped children and elderly residents get legal documents using my own resources,” he said.
Accepting the award, Mahlangu said it served as motivation to continue pushing for improved livelihoods and stronger civic awareness.
“This recognition inspires me to do more. I will keep advocating for residents, educating them on their rights, and urging the local authority and central government to prioritise the people. I’m not a boss in this ward, I am a servant of the people. Send me, and I will deliver,” he said.
When others look away, we dig deeper. From ZPRA history to local corruption, CITE tells the stories that matter. Keep our journalism independent. Donate here