Listen to the audio version of the WaterFund Customer Service Delivery Charter here:

 

Kenya Sign language version of the  WaterFund Customer Service Delivery Charter

 

To Download PDF versions of the English and Kiswahili charters, click here.

 

 (A) English - Customer Service Delivery Charter 

Service rendered

Customer obligation/ Requirements

Charges

Timeline

1

Acknowledge receipt of project proposals

Submitted Proposal

Free

Fourteen (14) days from the date of proposals receipt

2

Appraise, award and subsequently sign financial agreements with implementing partners for successful proposals

Submission of proposals in line with the programme call for proposals by implementing agencies

Free

One Hundred and Twenty (120) days from the date of receipt of proposals for:

-- Water and Sanitation Services (WSS) Programme

-- Water Resources and Climate Change Programme (WRUA Development Cycle, WDC)

-- Commercial Financing Programme

-- Research and Innovation Financing Programme

3

Communicate the decisions of WaterFund on submitted proposals to the concerned parties

-- Provision of follow up decisions required by WaterFund by implementing Agencies

-- Acknowledge receipt

Free

Fourteen (14) Days from the date of decision

4

Funds disbursements to implementing agents towards costs of projects

Funds request, financial report, Banks details, Bank statements

Bank Charges

Fourteen (14) days from receipt of funds request depending on availability of funds and submission of all required documentation

5

Communicate the decisions of WaterFund to the concerned parties

Feedback

Free

Fourteen (14) days from the date of decision

6

Payments to suppliers for goods and services

Submission of invoice, proof of service / products delivered

Free

Payment will be within thirty (30) days from the date of receipt of invoice and submission of all required documentation

7

Share information on regular basis through, meetings, newsletters, website, SITREP (Situational Report)

Feedback

Free

Weekly Situational report (SITREP), Biannual Newsletters, Annual Financial Report, Quarterly Steering Committee Meetings, Quarterly Bilateral, Multi-lateral Meetings and Annual Rural Harmonized Reports

8

Attend to all visitors at the reception promptly

Cooperation

Filled up feedback form

Free

Attend to all visitors at the reception within five minutes

9

Respond promptly to and address customer complaints and requests for information

Acknowledgement, Feedback

Free

According to WaterFund Complaints and Access to Information Procedure


(B) Kiswahili - Mkataba wa Utoaji Huduma Kwa Wateja

Huduma Inayotolewa

Wajibu/ Mahitaji ya Wateja

Malipo

Muda

1

Kukiri kupokea mapendekezo ya mradi

Kuwasilisha mapendekezo

Bure

Siku kumi na nne (14) kuanzia tarehe ya kupokelewa mapendekezo

2

Tathmini, tuzo na kisha kutia sahihi makubaliao ya kifedha na washirika wanaotekeleza kwa mapendekezo yaliyokubalika

Uwasilishaji wa mapendekezo kulingana na wito wa mpango wa mapendekezo na wakala wa utekelezaji

Bure

Siku mia moja na ishirini (120) kutoka tarehe ya kupokea mapendekezo ya:

-- Huduma za Maji na Usafi wa Mazingira (WSS)

-- Uwezekaji wa Kuhifadhi Rasilimali za Maji na Mabadiliko ya Tabianchi (WRUA, WDC).

-- Ufadhili wa Kibiashara

-- Ufadhili wa Utaiti na Ubunifu

3

Kuwasilisha maamuzi ya WaterFund kuhusu mapendekezo yaliyowasilishwa kwa pande husika

-- Utoaji wa maamuzi ya ufuatiliaji yanayohitajika na WaterFund kwa wakala zinazotekeleza

-- Kukiri Kupokea

Bure

Siku kumi na nne (14) kutoka tarehe ya uamuzi

4

Malipo ya fedha kwa shirika husika kwa gharama ya utekelezazi wa miradi

Ombi la fedha, ripoti za fedha, maelezo ya benki na taarifa za benki

Malipo ya Benki

Siku kumi na nne (14) baada ya kupokea ombi la fedha kulingana na upatikanaji wa fedha na uwasilishaji wa nyaraka zote zinazohitajika

5

Kuwasilisha maamuzi ya WaterFund kwa pande husika

Maoni

Bure

Siku kumi na nne (14) kutoka tarehe ya uamuzi

6

Malipo kwa wauzaji wa bidhaa na huduma

Uwasilishaji wa ankara, uthibitisho wa huduma / bidhaa zilizowasilishwa

Bure

Malipo yatakuwa ndani ya siku thelathini (30) tangu tarehe ya kupokea ankara na kuwasilisha nyaraka zote zinazohitajika

7

Shiriki habari mara kwa mara kupitia, mikutano, majarida, tovuti, Ripoti ya Matukio ya Kila Wiki (SITREP)

Maoni

Bure

Ripoti ya Matukio ya Kila Wiki (SITREP), Vijarida vya Kila Mwaka, Ripoti ya Fedha ya Mwaka, Mikutano ya mara kwa mara na Kamati za Uongozi, ya wahusika wengine na Ripoti za Wafadhili

8

Kuhudumia wageni wote kwa upesi kwenye eneo letu la mapokezi

Ushirikiano /

Kujaza fomu ya maoni

Bure

Kuhudumia wageni wote kwenye eneo letu la mapokezi ndani ya dakika tano

9

Kujibu upesi iwezekanavyo na kushughulikia malalamiko ya wateja na maombi ya taarifa

Kukiri, Maoni

Bure

Kulingana na Taratibu za Malalamiko za WaterFund na Utaratibu wa Upatikanaji wa Taarifa

 

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