Customer Service Delivery Charter in English
CUSTOMER SERVICE DELIVERY CHARTER
MOTTO
Setting higher trends in TVET education, research and innovation
VISION
A center of excellence in Technical, Entrepreneurship training and Research in Kenya and beyond
MISSION
To train and equip trainees with technical, entrepreneurial and research skills
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S/No |
SERVICES |
CLIENTS OBLIGATION |
USER CHARGE |
TIMELINE |
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1. |
ENQUIRIES AND ADMISSION |
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§ Handling of enquiries |
Present enquiry in an orderly manner |
Free |
Within 5 minutes |
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§ Response to written correspondence |
Formal request |
Free |
7 working days |
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§ Response to mobile/ phone calls |
Correct information |
Free |
Pick up call at switchboard should not exceed 3 rings |
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2. |
APPLICATION OF COURSES |
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§ Application for a course |
Application letter and copies of: - Result slips/certificate - National I.D card - Birth certificate - Application fee |
Kshs 500 |
Three weeks to date of admission |
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§ Admission and Registration |
- Completed admission letter - Original documents for verification - Passport photographs - Payment of fees required |
As per fee structure |
Within the same day of reporting |
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3. |
TUITION |
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§ Teaching and Learning |
- Registration - Attendance - Required learning materials |
As per fee structure |
As stipulated schedule by MOEST
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4. |
EVALUATION |
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§ Internal Examinations |
- 75% class attendance - As stipulated by academic policy |
Free |
As per the exam schedule |
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§ Supplementary/ Special Examinations |
As per academic board recommendations |
Kshs 500 Per Paper |
As per the exam schedule |
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§ External Examinations |
- Payment of required examination fee on time - Original and copies of relevant documents |
Full fees payment and examination fee |
As per the exam schedule |
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5. |
CERTIFICATION |
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§ Issuance of Transcripts |
Sit for all CATs and End term exams |
Free |
1Month after release of results |
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§ Issuance of External results slips and certification |
Fee clearance and dully filled clearance form |
Free |
Within a Day |
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6. |
INDUSTRIAL ATTACHMENT |
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§ Attachment of students |
Payment of attachment fees |
Payment of attachment fees |
As per attachment schedule |
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§ Assessment of students |
Dully filled attachment information form |
Free |
As per attachment schedule |
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7. |
PROCUREMENT |
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§ Procurement for goods and services |
LPO, LSO, Delivery Note, Invoices or Procurement documents |
Free |
7 days after presentation of documents |
COMMITMENT TO COURTEOUS AND EXCELLENT SERVICE DELIVERY!
Any services that does not conform to the above standards or any officer who does not live up to commitment to courtesy and excellence in services delivery should be reported to:
Principal
The North Eastern National Polytechnic
P.O BOX 329-70100, GARISSA
Fax: 0462102488, Tel: 0716061788
Email: This email address is being protected from spambots. You need JavaScript enabled to view it. Website:northeasternpoly.ac.ke
The CEO, Commission of Administrative Justice
P.O BOX 20414 – 00200 Nairobi
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Call toll free number: 0800221349/0202270000
GOOD SERVICE IS NOT A PRIVILEGE, GOOD SERVICE IS YOUR RIGHT
HUDUMA BORA NI HAKI YAKO
