City Parking, the City of Harare-owned company that manages parking, parkades and smart traffic systems in the central business district, has apologised after a video of its employees clamping a vehicle belonging to a mother attending to her sick child went viral on social media.
There was public uproar after the video surfaced showing a distraught mother who said she had briefly stopped her car to administer oxygen to her visibly unwell son.
In the video, the mother is heard pleading with City Parking marshals, saying she had no money with her at the time. Despite the apparent emergency, the officials allegedly demanded that she pay a fine before her vehicle could be released.
The footage triggered widespread condemnation, with many accusing the company of being insensitive and prioritising fines over human life.
In a public statement issued on Thursday, 23 July, City Parking said it deeply regretted the incident and acknowledged the seriousness of the matter.
“City Parking deeply regrets the distressing incident that occurred involving a mother and her child who required urgent medical attention. We acknowledge the seriousness of the matter and the public concern it has generated,” the company said.
“We sincerely apologise to the affected family and to the wider community for the manner in which this situation was handled. The wellbeing and safety of our customers is paramount, and we recognise that compassion and sensitivity must guide our operations at all times.”
The company said its management team immediately reached out to the mother and the vehicle was released.
It also said it has launched a full investigation into the conduct of the marshals involved and that appropriate action will be taken.
Other measures being taken include a comprehensive review of clamping procedures to ensure that emergency situations are handled with humanity and urgency, and mandatory customer service and sensitivity training for all staff, with an emphasis on dealing with vulnerable people and medical emergencies.
“We are engaging directly with the affected family to extend our apologies and offer support. We wish the young boy a speedy recovery,” City Parking said.
“City Parking is committed to restoring public trust. We assure the community that corrective measures will be implemented swiftly to prevent such incidents in the future.
“We thank the public for holding us accountable and pledge to uphold the values of respect, responsibility and service in all our operations.”
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