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This Policy and Procedure sets out how the Veterinary Association of Zambia (VAZ) receives, records, investigates, resolves and reports on complaints from members, applicants and other stakeholders about its services, including the delayed issuance and non-receipt of membership certificates, membership cards and professional registration documents. It is issued under the VAZ Executive Committee Charter (2026) and implements the VAZ Strategic Plan 2026–2030, Priority 1 (Governance and Leadership), Strategic Objective 1: to strengthen governance and leadership coordination for the Association. It gives effect to the Association’s digital transformation agenda delivered through the VAZ Corporate Website and Secure Members Portal, launched 27 July 2026 (Ref: VAZ/CIRC/2026/03).

This policy governs the eligibility, calculation, approval, payment and recording of refunds of monies received by the Veterinary Association of Zambia (VAZ). It is issued under the VAZ Financial Guidelines Manual (November 2025) and is read with that Manual, the VAZ Constitution and the VAZ Conflict of Interest Policy; any matter of financial procedure not addressed here is governed by the Manual.

These guidelines serve as a reference practical guide for veterinary professionals and para-professionals to identify clinical signs, diagnose, and treat ten prioritized diseases in Beef and Dairy Cattle in Zambia. The specific objectives of the STGs are to: • Harmonize treatment of beef and dairy cattle diseases to ensure veterinary workers follow best practice according to evidence • Improve disease management and treatment outcomes in cattle, improving animal welfare and giving farmers better value for money from veterinary services • To promote prudent, safe and rational use of antimicrobial molecules to reduce the risk of antimicrobial resistance.

The Essential Veterinary Medicines List (EVML) for Zambia is designed to provide a standardized reference for the selection, procurement, distribution and rational use of veterinary medicines across the country. This document serves as an important policy tool to support animal health, livestock productivity and public health, while ensuring alignment with Zambia‘s Vision 2030 and the Sustainable Development Goals.