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CUSTOMER SERVICE CHARTER FOR MAKUENI COUNTY FRUIT DEVELOPMENT AND MARKETING AUTHORITY

VISION

Transformed livelihoods of fruit farmers in Makueni County

MISSION

To develop, produce and market high-quality fruits and fruit products globally

GOAL

To reduce post-harvest losses of fruits, stabilize fruit prices
and provide an alternative market for fruits from Makueni County 

S/NO.SERVICES OFFEREDCUSTOMER REQUIREMENTS USER CHARGES TIMELINES
1Attending to customersAvail oneselfFreeWithin 15 minutes
2Response to verbal enquiriesMake an enquiryFreeWithin 3 minutes
3Response to written enquiriesMake an enquiryFreeWithin 24 hours
4Response to public complaintsAvail information and cooperate FreeWithin 2 weeks
5Receiving of goods1) Signed contract
2) Valid Local Purchase Order (LPO)
3) Delivery note		FreeWithin 30 minutes
6Inspection and acceptance of fruits1) Signed contract
2) Valid Local Purchase Order (LPO)
3) Delivery note		FreeWithin 4 hours
7Inspection and acceptance of
goods/services/works		1) Signed contract
2) Valid Local Purchase Order/ Local Service Order
3) Delivery note		FreeWithin 21 days from
date of delivery
8Weighing and offloading of fruitsSigned quality inspection reportFreeWithin 4 hours after
inspection
9Processing of payments1) Signed contract
2) Valid Local Purchase Order/ Local Service Order
3) Original Delivery Note
4) Original Invoice
5) Signed Inspection and acceptance report 		FreeWithin 30 days
10Product dispatchClient background data
Purchase order/proof of payment  
FreeWithin 3 days after
receipt of a purchase order
11Dissemination of farming advisory
services for enhanced product
productivity and quality

On need basisFreeWithin 30 days
12Linking Farmer Producer
Organizations (FPOs) to market
opportunities

On need basisFreeWithin 30 days
13Linking Farmer Producer
Organizations (FPOS) to financial
service providers

On need basisFreeWithin 30 days
14Capacity building of farmers on good
agricultural practices and quality standards of the factory
On need basisFreeWithin 90 days

15Facilitate business to business forumOn need basisFreeWithin 30 days

WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY

Any service/good rendered that does not conform to the above standards or any officer
who does not live up to commitment to courtesy and excellence in Service Delivery should be reported to:

The Chief Executive Officer, Makueni County Fruit Development and Marketing Authority

Kalamba, Off Ukia-Emali Road | P.o. Box 78-90300 | Tel No: 0705 739 739
Email: info@mcfdma.co.ke 

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

HUDUMABORANIHAKIYAKO

Mobirise

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