Service Charter

NATIONAL AIDS CONTROL COUNCIL CUSTOMER SERVICE CHARTER

INTRODUCTION

The overriding mandate of National AIDS Control Council (NACC) is to coordinate stakeholders in the multisectoral response to HIV and AIDS in Kenya. To realize this mandate, NACC has developed this Service Charter to communicate its commitment to provide quality services to all stakeholders. The Charter provides information to stakeholders on what service they can expect from NACC and what they can do to help NACC serve them better.

Cascading the charter into various departments and divisions

The Charter has now been cascaded into the various Departments and Divisions in NACC and a booklet that helps each Division to evaluate the standard of service it produces to the various stakeholders is now available.

Our Commitment to Quality Service

We recognise the diversity of our stakeholders. As such we are committed to provide our services without discrimination; irrespective of ethnic or regional origin, religion or gender and in accordance with the principles of diligence and fairness. In particular, we shall treat People Living With HIV and AIDS with respect and dignity, besides observing the internationally recognized GIPA Principles.

In all our dealings with you, you can expect us to:

Politely identify ourselves;
Serve you promptly;
Treat you with courtesy and respect;
Be fair and reasonable;
Provide you with clear, accurate and relevant information or inform you where to find it.

In all your dealings with us, we ask that you:

Tell us if you have special needs;
Be honest and straightforward;
Treat our staff with courtesy and respect;
Do not offer gifts, bribes, money or other favours to our staff.

Service Standards

We shall promptly respond to your requests;
All our services to you will be offered in a friendly and professional manner;
We will work with our stakeholders to continuously improve our services. We will educate, inform and do our best to fight HIV and AIDS and its impact.

Representing You

We will remain committed to professionally represent our stakeholders and will continue to act as your advocate, seeking better HIV and AIDS intervention programmes and giving a fair feedback on the HIV and AIDS scenario in the country.

Our Commitment to the Community

We recognise that our core business is to coordinate HIV and AIDS response and mitigate its negative impact on the community. This makes us part and parcel of the community. In this regard, we shall endeavour to improve our environment and the local communities that we interact with.

Communication

We will communicate promptly, openly and regularly so as to provide accurate information on our services and products. All our staff will be accountable to our stakeholders. This charter commits us to offer you our best service every time we interact with our stakeholders.

Trust

You can trust our service and our staff at all time. We uphold the values of trust, honesty and integrity. We will listen to you, address your complaints and seek new and better ways to serve you.

Your Privacy

We shall ensure that all your personal information which we may collect is stored, used and disclosed in accordance with the confidentiality that befits such information. With your help, we will keep your personal information complete and up to date.

The Charter

Our Customer Service Charter commits us to measurable service targets. The staff and management of National AIDS Control Council are accountable under this charter and will report on the results each year. We welcome any comments you have in regard to this Service Charter and our compliance with it.

We Value Your Feedback

We welcome your comments and suggestions to help us improve the quality of our information, products and services. If you are not satisfied with the service you have received, or feel you have not been treated fairly or reasonably, by us or by someone delivering services on our behalf, please tell us.

You can make a comment, suggestion or complaint in English or Kiswahili through our website http://www.nacc.or.ke/Contact Us

You can telephone our Hotline Line on +254 20- 313000 or Toll free line: 0800 2720007,

You can post written feedback or complaints to This e-mail address is being protected from spambots. You need JavaScript enabled to view it , or write to the

Director,

National AIDS Control Council

Landmark Plaza 9^th Floor,

P O Box 61307 00200

Nairobi, KENYA

Telephone: +254 20 2715109, 2715144

Fax: +254 20 2711231

Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it .ke

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