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 |
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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 |