Ugunja TVC is committed to high standards of service and shall apply the following standards in service delivery.
| S/NO | SERVICE | REQUIREMENTS TO OBTAIN SERVICE | USER CHARGES | TIMELINE | RESPONSIBLE OFFICER(S |
| A1 | Response to general enquiries from clients through direct contact | Walk in and make inquiry | Free | Immediate | Principal D/Principal Receptionist Respective HoDs |
| A2 | Response to general enquiries from clients through phone calls | Initiate an inquiry(Phone Call) | Free | Immediate | Principal D/Principal Receptionist Respective HoDs |
| A3 | Response to general enquiries from clients through written correspondences (letters) | Written correspondences (letters) | Free | 5 working days | Principal D/Principal Receptionist Respective HoDs |
| A4 | Response to general enquiries from clients through email and social Media | Email and Social Media (Facebook/Website/X/SMS) | Free | 1 working day | Principal D/Principal Receptionist Respective HoDs |
| A5 | Processing of request for information | Make a request for information | Free | 21 days or 48hrs if it concerns life or liberty | Access to information Officer |
| A6 | Admission of trainees | KCSE Certificate Birth Certificate National ID Passport size photos Course application letter Evidence of prior learning | Registration fee Ksh. 300.00 | As per Advertisements/ Intake Schedule One hour upon receipt of duly filled documents | Registrar Finance officer |
| A7 | Course Training | Registration to relevant course Attend all classes and training activities | As per the prevailing fee structure As per the course requirements | As per the course curriculum As per the training timetable | Principal D/Principal Finance Officer HoDs Trainers |
| A8 | Examination Administration (Internal) | Student ID Card Examination Card Must meet minimum class attendance requirement (75%) | Free | As per examinations timetable | D/Principal Registrar HoDs Trainers |
| A9 | Examination Registration (External) | KNEC Result slip National ID Birth Certificate Passport photo Phone number | As prescribed by respective Examination body i.e TVET-CDACC/ KNEC/NITA/KASNEB | As per the respective Examination body i.e TVET-CDACC/ KNEC/NITA/KASNEB | Principal Registrar Examination Officer Finance Officer |
| A10 | Feedback on National Examinations | National ID Duly completed clearance form | Free | 30 minutes | Principal Examinations Officers |
| A11 | Resolution of Public complaints | Make a verbal or written complaint | Free | 30 days | Public Complaints Officer |
| B | SERVICES TO TRAINEES | ||||
| B1 | Guidance and counselling services | Be a bonafide Ugunja TVC trainee or staff Avail self | Free | As per the need and schedule | Guidance and counselling coordinator |
| B2 | Accommodation in liaison with private investors | Be a bonafide Ugunja TVC trainee On first-come-first served basis | As per prevailing rates | Termly | Deans of Students |
| B3 | Industrial Attachment placement/ Mentorship/Dual Training | As per Attachment policy | As per the prevailing fee structure | As per the program | Industrial Liaison Officer |
| B4 | Library services | Be bonafide Ugunja TVC trainee or staff Be registered at the library | Free | As per the need | Librarian. |
| C | PROFESSIONAL SERVICES | ||||
| C1 | Short courses training | As per the need | As per the applicable fee structure | As per curriculum | Registrar Respective HoDs Finance Officer |
| C2 | Hiring/provision of college facilities /products/services | Request from interested parties Availability of facility/product/service | As per prevailing rates | As per the contract/agreement/schedule | D/Principal Finance Officer Procurement Officer |
| D | ACCOUNTING & PROCUREMENT | ||||
| D1 | Fee payment | Bonafide trainees | Free | Immediate | Finance Officer |
| D2 | Payment of Suppliers | Duly signed invoices and all relevant support documents | Free | Within 30 days upon receipt of required documents | Principal Procurement officer Finance Officer |
| D3 | Processing and awarding of tenders | Request from the user department Submission of bid documents Acceptance letter | Free | Within the set timelines | Principal Procurement Officer |
We are committed to courtesy and excellence in service delivery
Any service rendered that does not conform to the above standards or any officer who does not live up to the commitment to courtesy and excellence in Service Delivery should be reported to:
The Principal,
P.O Box 300 – 40606, UGUNJA,
Tel: 0722698327/0791226786,
EMAIL: info@ugunjatvc.ac.ke
or
The Commission Secretary/ Chief Executive Officer,
Commission on Administrative Justice 2nd Floor,
West End Towers, Waiyaki Way, Nairobi
P.O Box 20414 – 00200, Nairobi
Tel: +254 (0)20 2270000/2303000
EMAIL: complain@ombudsman.go.ke