KAGRC CITIZENS SERVICE DELIVERY CHARTER

KAGRC is committed to providing timely, effective & efficient Services to our customers

 NO. SERVICE/GOOD REQUIREMENTS TO OBTAIN SERVICE/ GOOD COST OF SERVICE/GOOD TIME LINE
1. Access-To-Information about KAGRC products & Services
  • Enquiries Received
  • Cooperation and clarity
Free
  • Attention within five (5) minutes upon physical visit to KAGRC Offices.
  • Acknowledgement of emails/correspondences within 1-2 working days.
  • Response to inquiry within (2) working days for readily available information and response to inquiry within (2) weeks on complex issues.
  • (2) Rings to respond to telephone calls.
2. Handling and resolution of complaints
  • Complaints Received
Free
  • Acknowledgement within (3) working days
  • Resolve as per 9001:2015 QMS procedures i.e. within (2) working days if information is readily available or within (4) weeks if consultation and investigation is required.
  • Recommendation by Commission on Administrative Justice (CAJ)
Free Resolve as per 9001:2015 QMS procedures i.e. within (2) working days if information is readily available or within (4) weeks if consultation and investigation is required.
3. Testing of customers’ Liquid Nitrogen containers
  • When selling a new Liquid Nitrogen container
Free (3) working days
  • On customer’s own request
Charges based on the amount of Liquid Nitrogen used
4. Field germplasm collection, processing, storage and releasing
  • Timely notification by customers
  • Timely payment for storage.
  • Timely payment for collection

Storage in KAGRC containers at Ksh.2.00 per straw per month.

Storage in owner’s container = Ksh.200.00 for every litre of Liquid Nitrogen added.

Always
5. Sale of KAGRC products and service orders

Timely and clear orders received.

Settlement of accounts due by credit customers (agents).

Timely payment by cash/cheque clients.

As per the current pricelist available at the Sales Office Within (2) hours
6. Training of organized groups Request(s) received Free

Acknowledgement within (3) working days.

Training offered within (30) working days if request is approved.

7. Issuance of LPO’s/Contracts Quotations/Tender bids Free As per Public Procurement and Asset Disposal Act, 2015 regulations.
8. Payment to suppliers/contractors for goods and services offered
  • Contracts / Local Purchase Order
  • Delivery Note
  • Inspection report
  • Invoice
Free Within (90) working days upon receipt of invoices

WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY

Any service that does not conform to the above standards or any officer who does not live up to commitment to courtesy and excellence in service delivery should be reported to:

Managing Director

Kenya Animal Genetic Resources Centre,

P.O. Box 23070-00604, Lower Kabete

Email: info@kagrc.co.ke, Tel. 020-2064018, 0728899767, 0786204400

Or

The Commission Secretary/ Chief Executive Officer

Commission on Administrative Justice, 2nd Floor, West End Towers, Waiyaki way, Nairobi

P.O. Box 20414-00200, Nairobi

Email: info@ombudsman.go.ke, Tel. +254 (0)20 240337 / 0722970604.

HUDUMA BORA NI HAKI YAKO

Download Service Charter English

Download Service Charter Kiswahili