Service Charter

S/N	Service Offered	Process/ Requirement	Cost	Timeline
1.	Response to VOIP Calls	Make a phone call	Free	15 seconds
2.	Responding to Formal Correspondence	Letter request submitted/received	Free	4 working days
2.	Responding to Formal Correspondence	Email Submitted/ received	Free	1 working day
3.	Resolution of Public Complaints	Make a verbal or written complaint	Free	14 working days
4.	Sensitizations/ training	Request submitted/received by departments	Nil	3 working days
5.	Prepare draft University Performance Contract	Receipt of Performance Contract Guidelines	Nil	3 weeks after receipt of guidelines
6.	Submission of PC Quarterly reports to Council	Council meeting schedule	Nil	As per schedule
7.	Submit PC quarterly reports to Inspectorate of state corporations and government agencies	As per requirement on Performance Contract	Nil	By the 15^th day of the month after the end of each quarter
8.	Notice for ISO Internal audits	Audit Programme	Nil	1 month to the date of audit
9.	Appointment of Internal Auditors & Team leader	Audit Programme	Nil	1 month to the date of audit
10.	Submission of Internal Audit Report	Audit Plan	Nil	2 weeks after conclusion of audit
11.	Notice of Surveillance Audits by Certification Body	Surveillance Schedule	Nil	2 days after receipt of notice from CB