… Thousands stranded as national registry stops issuing IDs, births saying they have no receipt books
By Brighton Chiseva
MASVINGO – For nearly a month, Zimbabweans across the country have been unable to
replace lost identity documents or obtain new birth certificates because registry offices have run
out of receipt books.
The crisis, which has returned for the second time in seven months, has turned a basic human
right into a bureaucratic nightmare, costing citizen’s jobs, education opportunities, and travel
plans while the government continues to lose millions of dollars by refusing to adopt a simple
automated receipting system.
The national identity document is the second most important identification for any citizen after
the birth certificate. It is required for everything, applying for a job, registering for university,
obtaining a passport, opening a bank account, voting, and even accessing some health services.
Yet thousands of Zimbabweans are being turned away at registry offices because they cannot pay
the required fee not because they don’t have money, but because there are no official receipt
books.
Under Zimbabwean law, citizens between the ages of 16 and 18 are eligible to obtain a national
ID for free. However, those above 18 or those seeking to replace lost or damaged IDs must pay a
processing fee of US$10.
Similarly, birth certificates are free for children under six years; those above six pay US$5 for a
firsttime certificate, while replacements or computerized versions cost US$10. Without an
official receipt, no payment can be processed and without receipt books, no receipt can be issued.
Most districts have only one registry office, and people travel long distances by bus or taxi, often
taking a day off work, only to be told that there were no receipt books.
One source inside a registry office told TellZim News that the problem was nearly a month old
and goes beyond just receipt books.
“It’s almost a month since we stopped replacing birth certificates and national IDs, and we are
also not serving firsttimers who are above the age threshold. But it’s not only the receipt books,
we don’t have some critical forms either. However, those other forms are only needed after
payment, so their absence isn’t noticeable yet,” said the source.
This is not the first time the country has faced such a breakdown. In November 2025, TellZim
News exposed a similar crisis at the Masvingo District Registry Office, which had suspended ID
replacements for nearly two weeks. At the time, an internal source confirmed the office had run
out of receipt books and there was no fuel to collect new stock from Harare.
A frustrated applicant told this publication she had lost a job opportunity because she could not
replace her lost ID. That crisis was resolved only after media exposure but the same problem has
now returned, worse than before.
Contacted for comment, Minister of Home Affairs Kazembe Kazembe said he was not aware of
any crisis and asked the reporter to get a comment from the Registrar General.
“I am not aware there is such a crisis. However, the best person to respond is the Registrar
General. He is our accounting officer, so he should have the answer,” said Kazembe.
When asked why the problem had recurred, the minister explained that previously registry
officials had told him the challenge was caused by delays in receiving funds from Treasury and
that the issue had been addressed.
“I am not sure what the challenge is now. They once said there were delays in getting funds from
treasury but now I am not sure what the challenge is. Get in touch with the Registrar General,”
he said.
When TellZim News contacted Registrar General Henry Taona Machiri, he asked the reporter to
call back later, then said he was in a meeting and directed inquiries to the public relations office.
No substantive response was received.
However, Ministry of Home Affairs Permanent Secretary Ambassador Raphael Faranisi
acknowledged that the problem is national.
“I am aware of the challenge, it’s a national problem. Very few centres have receipt books. The
challenge is delays in disbursement of funds from Treasury. However, we recently got the funds
and we are running around to make sure the receipt books and other materials are made
available,” said Faranisi.
He admitted it was unfair for citizens to travel long distances only to be turned away.
“It’s not fair for citizens to travel long distances only to be turned away. We are doing
everything possible to address the challenge. The major problem now is we have a very big
backlog,” he added.
When asked why the government does not simply adopt an automated, computergenerated
receipting system, saving millions of dollars on printing and avoiding these recurring crises,
Faranisi said he would consider the suggestion.
“Thanks very much for that suggestion. I think it’s something we need to try; we just need to put
security measures in place. I will definitely consider the advice,” he said.
Contacted on the same issue, Minister of ICT Tatenda Mavetera said introducing automated
receipting was a simple thing her ministry could do, but she wanted to first discuss with Minister
Kazembe to confirm the challenge.
“I need to get in touch with Minister Kazembe to understand if they have a challenge or its just
hearsay. That is something we can easily do,” said Mavetera.
But sources within the registry department told TellZim News that resistance to automation
comes from within.
“We have old people in the department who cannot upgrade to embrace technology. If
automation is implemented, some will lose jobs. They also allege that receipt books are easier to
audit but how do shops like OK Zimbabwe audit their electronic receipts?” said one source.
The reliance on hardcopy receipt books, printed exclusively by the Government Printers, which
are struggling to meet demand, has created an artificial bottleneck. Treasury delays in releasing
funds further worsen the situation. The result, millions of dollars is lost while printing receipt
books.
The human cost is staggering. Imagine losing your ID a week before a job interview, you cannot
replace it because there is no receipt book. Or your child turns six and needs a birth certificate to
enroll in school you are turned away. Or you are admitted to university but cannot register
without an ID. Or you need a passport for an emergency abroad, you cannot even start the
process.
The current crisis is merely the latest in a recurring pattern. In October 2025, the Masvingo
District Registry Office suspended ID replacements due to a shortage of receipt books.
At the same time, the office was also among several government buildings that endured
prolonged power disconnections after the Department of Public Works failed to settle electricity
bills – a situation only rectified after media exposure. In November 2025, the registry office ran
out of Notice of Birth (BD1) forms, halting birth registrations.
The passport office in Masvingo has also suffered. Zimbabwe’s passport crisis dates back years,
with the government repeatedly suspending applications due to a lack of special printing paper
and ink. Although the government has announced plans for an epassport enrolment centre in
Masvingo, progress has been slow. Citizens must travel to Harare, Zvishavane or other centres to
obtain passports, incurring additional costs.
