CUSTOMER SERVICE DELIVARY CHARTER
| SERVICES | REQUIREMENTS | CHARGES | TIMELINE |
|---|---|---|---|
|
Reception/Response to verbal Enquiry |
Make request/Enquire courteously |
free |
within 5 minutes at every service point. |
|
Response to telephone calls |
Correct Information |
free |
within the first 5 rings |
|
Admission
level 6
level 5
level 4
Higher Diploma |
Formal application for the course meet the stipulated minimum requirements provision of genuine copies of relevant documents. |
Ksh 200 |
As per institute's termly program and KUCCPS requirements. |
|
Registration of trainees |
Admission letter (new trainees)
Filled registration form
Provision of original academic and other relevant documents.
All trainees are required to register every term. |
Full payment of fees |
Registration done on opening day between 8:00 am to 5:00pm
Registration process of new trainees closes in 2nd week of commencements of the term/semester. |
|
Training and Learning |
Payment of fees
Learning Materials
Attendance of Classes on time
Adherence to policies, rules and regulations.
|
As per the Course Requirements
fully paid fees
Free |
On registration
As per Timetable
Continuous |
|
Administration of internal and external examinations |
Payment of exam fees
Submission of registration documents for external exams
Meet examination requirements 75% of class attendance.
|
fully paid fees as per the examining body |
As per examination registration deadline
As per examination timetable. |
|
Administration of supplementary examinations |
payment of supplementary exam fees,
|
Ksh 300 per paper |
First week of opening
As per examination timetable |
|
Issuance of progress Reports,
Transcripts /Result slips |
Successful completion of the term/semester work
Successful completion of an academic year
|
Fully paid fees |
Progress Reports will be posted on the student's portal within one week after respective department's academic awards.
|
|
Graduation |
Successful completion of an academic program |
Convocation fees as approved by the Board of Governors |
Annually as per the academic calendar |
|
Issuance of Certificates |
Successful completion of an academic program
Evidence of clearance from Finance office
National ID
Completion of payments of fees |
Fees |
First 2 years after receipts of the certificates from the examination body
Every subsequent year after the first two years. |
|
Guidance and counselling |
Bonafide students/staff |
Free |
Continuous |
|
Payment for good and services |
Local purchase order/ local Service order
Delivery Note/Certificate of work done
Goods received Notes
Invoices |
Free |
90 days from the date of receipts of goods/services or as per contract agreements |
|
Hiring out services./Products and facilities |
A request |
As per value of service, product or facility |
As pet agreements |
|
Response to complaints |
Formal complaints |
Free |
Immediately
within 7 days for formal complaints that require Investigation |
WE ARE COMMITTED TO COURTESY AND EXCCELENCE IN SERVICE DELIVERY.
Any service rendered/good delivered that does not conform to the required standards or any officer who does not live up to commitment to courtsey and excellence in service delivery should be reported to: info@manderatti.ac.ke