Service Charter

ISO 9001:2015 CERTIFIED

The Kisumu National Polytechnic

S/N	CUSTOMER SUPPORT SERVICES	CUSTOMER REQUIREMENT(S)	COST OF SERVICE	TIMELINE
1	Response to phone calls (Landline or any other official line)	Phone call	Free	15 seconds
2	Response to enquiry by walk-in client	Walk in and make the inquiry	Free	1 minute
3	Response to correspondence	Written correspondence	Free	5 working days
		E-mail and social media (Twitter, Facebook, Youtube)	Free	1 working day
4.	Response to public complaints and grievances	Make a complaint	Free	1 working day
5.	Registration of suppliers	i. Duly filled application form ii. Company profile iii. Certificate of Incorporation/Registration iv. PIN Certificate v. Valid Tax Compliance Certificate/Exemption vi. Original Bank Statement vii. Copy of Certificate of Registration with relevant Regulatory Bodies viii. Non-refundable fee payment receipt ix. Copies of Annual Return forms filled by Company Registry x. National ID/Passport	Free	14 working days
	Processing of tenders	Submit bids for goods and services	Free	90 working days
8.	Notification of successful and unsuccessful bidders	Access e-procurement portal for notification	Free	1 working day
	Payment of goods and services received	i. LPO/Invoice ii. Certificate of completion/ Goods/Services received	Free	60 days from the date of receipt of the invoice
	Disposal of obsolete stores	Submission of bids	Free	60 days from the date of advertisement
	Public participation in policy-making process	Familiarization with issue and active participation	Free	1 day
	Recruitment of staff	Make formal application based on the advert	Free	90 days
	Processing of request for information	Make a request for information	Free	21 days
	Processing of application for admission	Make application with KCSE certificate or equivalent relevant certificate	KES 500	5 working days
	Delivery of syllabus content	Registration as a trainee	Prescribed tuition fees	Prescribed content hours
	Feedback on internal examination	Sit for all assessments	Chargeable fees	28 days
	Provision of appropriate and relevant training and learning facilities	Attend all classes and learning activities pertaining to your course	Chargeable statutory and tuition fees	Term/Semester/ Academic year
	Dissemination and implementation of policy guidelines	Identified policy, your inquiry, requests and concerns through relevant offices	Free	1 minute

S/N	HUDUMA	WAJIBU	MALIPO	MUDA
1	Utengenezaji wa maombi ya kuingia	Maombi yako na cheti cha KCSE au cheti mbadala	Shilingi 500	Siku saba
2	Uwasilishaji wa muhtasari wa masomo	Kujisajili kama mzamili	Ada ya mafundisho iliyoagizwa	Muda ulioagizwa kwa mawasiliano
3	Mwitiko wa mitihani asili	Kufanya mitihani yote na Majaribio ya Tathmini Endelevu	Ada za Mitihani Zinazotozwa	Wiki 4
4	Utoaji wa Vifaa Sahihi na Husika vya Kufundishia na Kujifunzia	Hudhuria Madarasa yote na shughuli za kujifunza zinazohusiana na kozi yako	Ada za Kisheria na Masomo Zinazotozwa	Kipindi/Muhula/Mwaka wa Masomo
5	Majibu ya Mawasiliano	Mawasiliano Andishi	Bure	Siku 3
6	Usambazaji na Utekelezaji wa Miongozo ya Sera	Sera Iliyotambulishwa, Maulizo Yako, Maombi na hoja kupitia ofisi zinazohusika	Bure	Mara moja
7	Malipo ya Bidhaa na Huduma	LPO/LSO, Hati ya uwasilishaji, madai, ankara au hati za ununuzi	Bure	Siku 7
8	Maswali	Ziara ya hiari	Bure	Dakika 10
9	Jibu Simu	Simu yako	Bure	Sekunde 15

The Kisumu National Polytechnic

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