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Service Charter

A Service Charter is an agreement or contract between a service provider and receivers or users of the service.

This Charter marks a bold and significant step towards a transparent and accountable approach in delivery of our services to our members as we endeavor to provide high quality services to them. It underlines the importance of our stakeholders by bringing their needs and expectations into perspective.

Our Commitment:
This Customer Service Charter marks an important milestone in Maisha Bora Sacco Society’s commitment to excellence in service delivery. It is a commitment by the Sacco to offer excellent service to all its customers and stakeholders.

Our Obligations:
We shall endeavor to provide our stakeholders with high quality service by:-

• Communicating effectively
• Acting on any feedback relayed and prompt response
• Providing accurate, complete and up-to-date information.
• Having competent and knowledgeable staff as regards our products and services.
• Being polite and courteous
00Your responsibilities:
• To be courteous and respectful to our staff.
• To be kind and polite to other customers.
• To attend meetings (AGM & SGM) punctually.
• To always adhere to the Sacco By-laws, rules and regulations.
• To engage us in constructive criticism through the laid down procedures.
• To comply with Kenyan laws in dealing with the Society.
• To provide accurate information and authentic documents during transaction.
• To exercise honesty and integrity in transacting with us.
• Not to offer inducement by way of gifts and favors to Board of Directors or staff, or to solicit the same in return for our services.

Our Promise
When you visit us:

• Attend to you within ten (10) minutes of your visit.
• Treat your concern with confidentiality and privacy.

When you call us on the telephone we shall:

• Answer your call within the 3rd ring
• Be ready and willing to serve
• Let you know who you are speaking to
• Remain polite, courteous and friendly

When you write an e-mail to us we shall:

• Provide an initial response within 12 hours
• Let you know who is dealing with your inquiry
• Remain polite and courteous
• Address the issue to completion within 48 hours i.e. 3 days

When you contact us via social media (Facebook & Twitter) we shall:
• Provide an initial response within 24 hours and follow-up on agreed action
• Remain polite and be courteous

When you order an ATM card or a cheque book from us, we shall:

• Have the ATM card ready for collection within 14 working days
• Have the cheque book ready for collection within 14 working days

When you need information from us we shall:

• Ensure we provide you with accurate, complete and up-to-date information
• Ensure that our website and web-portal are accessible

When you have a complaint about our service, we shall:

• Acknowledge receipt of complaint with an initial response within 12 hours
• Resolve the complaint within 48 hours i.e. 3 working days

We shall provide the following services within 20 minutes

• Account opening
• Cash and cheque deposits
• Over the counter withdrawals
• Issuing of Bankers cheques
• M-Pesa deposits and withdrawals
• ATM cards and cheque book collection
• General inquiries
• ATM card blocking We shall provide the following services within an hour
• Salary crediting to customer accounts
• Dormant account activation
• Request for personal information change

We shall provide the following services within the same day:

• New member registration
• M-Sacco registration
• Standing order instruction processing
• Internal Money Transfers (Within the Society)
• Pension crediting to customer accounts

We shall provide the following services within two (2) days:

• External Money transfers (to other financial institutions)

Credit Facilities:

Loan / Advance processing and disbursement for various credit facilities shall be as follows:

• Development Loan- 3 days
• Refinance Loan- 3 days
• School fees loan- 2 days
• College fees loan- 2 days
• Special Instant loan- 3 days
• Instant loan- 1 hour
• Emergency loan-1 days
• FOSA Loan- 3 days We shall refund deposits to exiting members:
• 60 days after giving the notice to withdraw.

Our staff:
The society recognizes its staff as its most valuable resource and will therefore continue to develop and motivate them through:-

• Staff training
• Provision of a conducive working environment
• Continuous performance appraisal
• Efficient handling of personnel matters
• Timely payment of salaries/allowances/benefits

Our Suppliers:

• Suppliers have to be conversant with Public Procurement and Disposal Act, 2005 and the regulations, 2006 and the Maisha Bora Sacco Procurement Policy
• Goods delivered and/or services satisfactorily offered to completion shall be paid within 30 days upon presentation of invoice
• Suppliers should NEVER compromise our staff

The Government:
It is the duty of Maisha Bora Sacco to comply with regulations by all government bodies including; Ministry of Co-operative Development and Marketing (MOCDM), SASRA, KRA e.t.c
General Information:
• Our offices are open from Monday to Friday (Weekdays) 8.30am to 4.30pm; Last Saturday of the month 9:00 am to 12:30 pm
• We are closed on Weekends, Public & National holidays
To contact us:
Maisha Bora Sacco Society Limited
Unilever Kenya Ltd, Commercial Street, Industrial Area
P. O. Box 72713-00200 Nairobi, Kenya
Tel. +254 709 446 000
Facebook: Maisha Bora Sacco
Twitter: maishabora_ke


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