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. |
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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 |
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Export bag -US$ 3 + VAT |
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Colour sorting -US$ 2.5 per bag |
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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 |