Customer Service Delivery Charter

# Service Offered Client Requirement Charges Timelines
1. Customer Care
a. Visitor's reception
Cooperation
Courtesy
Free Within three(3) minutes of arrival
b. Customer Inquiries Clarity & courtesy Free Physical inquires to be answered immediately
Call to be picked by the third ring.
c. Routine Correspondence Free Response within five days from the date of receipt
d. Resolution of Customer Complaints Free Acknowledgment done immediately.
Replied within fourteen days from the date of receipt of the enquiry.
Replied within seven days from the date of receipt of the complaint.
2. Issuance of
a. Parchment booking slips and delivery note
Formal request Free Immediately upon request
b. Weighbridge ticket Coffee delivery Free Immediately upon request
c. Milling card Coffee delivery Free Immediately upon request
d. Milling statement None Free Straight outurn within four days after milling
Bulk outurn within seven days after milling.
e. Invoices None Free Within one day after auction results are confirmed by farmers.
f. Coffee storage warrants Payment confirmation slip Free Within one day upon presentation of the payment slip
g. Dispatch notes None Free Immediately
h. Farmers payment advise None Free Within three days after buyers payment is made
3. Dissemination of information on New KPCU Formal request Free Within three days upon request
4. Letting of vacant space Expression of interest
Signing of offer and acceptance
Free
Free
On request
Within seven days
5. Milling of farmers' coffee Signing of milling agreements Free Within seven days
Milling services Milling Charge
-US$ 40 per coin
Upon milling or sale
Handling Charge
-US$ 1.75 per bag
Export bag
-US$ 3 + VAT
Colour sorting
-US$ 2.5 per bag
6. Marketing of farmers' coffee Signing of marketing agreements Free Within seven days
Marketing services Signing of marketing agreements 2.5% on gross Within seven days upon sale
7. Warehousing(Farmers) None Free Immediately
8. Provision of farm inputs Formal request Prevailing market price Within seven days upon request