18
SERVICE DELIVERY CHARTER
SERVICE DELIVERYCHARTER
Nairobi Centre for International ArbitrationCo-operative Bank House,8th Floor. Haile Selassie Ave.P.O. Box 548-00200 Nairobi, KenyaTel: +254 771 293055www.ncia.or.ke
@NCIA_KE @NCIAKenya
Service Charter | 3
On behalf of the Board of Directors I am pleased to present this Service Charter for the Nairobi Centre for International Arbitration (NCIA).
The Service Charter serves as a commitment between NCIA as a service provider and its clients and customers. It specifies the standards for services to our clients and customers, who in turn have a right to expect these to be honoured. It further sets out a feedback and complaint handling mechanism.
The Centre will also create an enabling environment for all staff to ensure successful implementation of the Service Charter.
Arthur K. IgeriaCHAIRPERSON, NCIA BOARD OF DIRECTORS
MESSAGE FROM THE BOARD CHAIRPERSON
4 | Nairobi Centre for International Arbitration
The Service Charter is a tool and undertaking made to our stakeholders about the services they expect to receive from the Centre while offering its services. It is meant to facilitate better understanding of our role as an International Arbitration Centre, provide insights on our core activities and information on the range of services we offer. In addition, it highlights the standards we have set, stakeholders’ expectations, avenues for remedy where services fall short of standards and continuous improvement and feedback in pursuit of stakeholders’ satisfaction and excellence in our operations.
It shall be used alongside other applicable guidelines and procedures as may be set out by the Centre.
It is therefore my expectation that our clients and customers will make use of the framework in our Charter to measure the extent to which their expectations for an excellent client-focused service have been met.
Lawrence M. NgugiREGISTRAR/CEO
MESSAGE FROM THE REGISTRAR/CEO
Service Charter | 5
OBJECTIVES OF THE CHARTER
6 | Nairobi Centre for International Arbitration
The Centre is constantly striving to improve service levels and foster closer relationships with our customers. This Charter is an expression and manifestation of our commitment to improving our service and ways of communicating with our clients/customers.
It also aims at enhancing participation of stakeholders in the efficient and effective delivery of service. This can only be possible when the stakeholders are aware of the Centre’s commitment to them and what role they are expected to play.
VISION
The Premier Centre of Choice for Alternative Dispute Resolution.
MISSION
To be recognized as a Centre for International Commercial Arbitration and Alternative Dispute Resolution through provision of quality and innovative processes.
MANDATE
To promote and administer international commercial arbitration and other alternative forms of dispute resolution.
OBJECTIVES OF THE CHARTER
Service Charter | 7
OUR CORE VALUES
FAIRNESS & IMPARTIALITY
CONFIDENTIALITY
INTEGRITY
EFFICIENCY & EFFECTIVENESS
8 | Nairobi Centre for International Arbitration
The Centre offers a range of services, which include the following:
i. Administration of domestic and international arbitration as well as other forms of alternative dispute resolution process under NCIA rules;
ii. Appointment of arbitrators, mediators and other alternative dispute resolution process specialists in non-NCIA Rules;
iii. Maintainance of a reputable list of arbitrators, mediators and other alternative dispute resolution process specialists;
iv. Leasing of Hearing Rooms and Training Centre;
v. Training in domestic and international arbitration as well as other forms of alternative dispute resolution process; and
vi. Provision of technical advice, research and professional consultancy in dispute resolution.
RANGE OF SERVICES OFFERED BY THE CENTRE.
OUR COMMITMENT & PLEDGE
10 | Nairobi Centre for International Arbitration
The Centre has adopted high standards and applies strict rules of conduct, based on best corporate practices. As part of this commitment, the Board adheres to good corporate governance by embracing the following principles:
i. Observing high standards of ethical and moral behaviour;
ii. Acting in the best interests of the Centre;
iii. Promoting the welfare and interests of staff fairly and responsibly;
iv. Recognizing the legitimate interests of all stakeholders; and
v. Ensuring that the Centre acts as a good corporate citizen.
The Board shall act in the best interest of the Centre and uphold their fiduciary responsibilities and duty of care. This involves not disclosing confidential information, avoiding real and perceived conflicts of interest, and favoring the interests of the Centre over other interests. They will act honestly and in good faith so as to create a culture built on principles of integrity, accountability and transparency.
OUR BOARD COMMITMENT
Service Charter | 11
We undertake to
i. Treat our clientele with respect and dignity;
ii. Establish a ‘give us your feedback box’ and “may I help you” practice to cater for customer information needs at the Centre;
iii. Effectively delegate, empower and establish a follow-up and feedback process;
iv. We will attend to clients/visitors within 5 minutes of arrival at our Centre offices on appointment or inform you when it might take longer;
v. Create conducive environment for people with disability;
vi. We will respect your different view or opinion and treat you fairly;
vii. We shall respond to any complaints and compliments promptly;
viii. Expeditiously dispose of valid complaints with transparency and objectivity;
ix. Use your feedback to help us improve our services; and
x. We will only pledge what we can meet.
OUR PLEDGE TO OUR CLIENTS AND CUSTOMERS:
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Our staff shall:
i. Uphold integrity, confidentiality, fairness & impartiality;
ii. Embrace hospitality and warm greetings within the offices of the Centre;
iii. Endeavour to attend to all telephone calls within practicable timelines;
iv. Respond to telephone calls in a polite, courteous and professional manner;
v. Respond to written complaints within 2 working days upon receipt;
vi. Respond to emails within 24 hours or inform you when it might take longer;
vii. Respond to verbal enquiries within 15 minutes;
viii. Respond to your correspondence within 2 working days upon receipt; and
ix. Wear easy to see staff identification while within the offices of the Centre.
OUR STAFF COMMITMENT
Service Charter | 13
The Centre expects its clients and customers to:
i. Provide accurate, timely information and documentation to facilitate prompt action;
ii. Uphold professionalism, dignity and integrity in your dealings with us and other clients;
iii. Treat our staff with courtesy and respect;
iv. Give your feedback (views and comments) to help us monitor and improve the relevance and quality of our service to our clients.
v. Provide your views in random surveys of how you perceive our services and what additional services you require;
vi. Observe and respect our procedures, rules and regulations; and
vii. Pay the requisite fees as per the rules.
AS A SERVICE PROVIDER
The Centre will while interacting with our clients and customers, commit to:
i. Uphold professionalism and integrity;ii. Provide effective and efficient service;iii. Be innovative in offering our services;iv. Provide timely and relevant information as and when required;v. Treat both information and identity with confidentiality;vi. Treat our customers with respect and courtesy;vii. Maintain an open-door policy to all in need of our services;viii. Engage reputable service providers to augment and guarantee quality service;ix. Promptly and positively respond to staff needs; andx. Provide a conducive working environment.
TO EACH OTHER AS A STAFF TEAM;
i. Team work, adequate consultation and shared responsibility;
ii. Honesty, transparency and accountability;
iii. Courtesy and respect;
iv. Respect for diversity; and
v. Equity.
CLIENTS AND CUSTOMERS:
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S/No
Service Requirements Charges (KES) Timeline
1. Responding to requests for listing on the Arbitrator/Mediator Panels
Evidence of hard/soft copy of complete application made to the Centre
Free 1 working day
2. Reviewing of panels’ list periodically
Code and Standards of practice
Free 2 working days
3. Processing new applications for listing on the Arbitrator/Mediator Panels
Complete application for panel-listing filed
As per approved schedule
3 Months
4. Responding to correspondences Evidence of correspondence received at the Centre
Free 3 working days
5. Responding to requests for Arbitration/Mediation
Evidence of requests and documents filed
Free 2 working days
6. Opening and updating case files Evidence of requests and documents filed
Free 1 working day
7. Administer arbitration and mediation under NCIA rules or Non-NCIA rules appointments
Evidence of requests and documents filed
As per approved schedule
As and when required
8. Providing Secretarial support to the Arbitral Court
Requests for reference to the Court,
Directions of the Court
As per approved schedule
As and when required
9. Responding to requests for training in Arbitration, Mediation and other ADR processes
Evidence of hard/soft copy application made to the Centre
Free 1 working day
10. Conducting Training in Arbitration, Mediation and other ADR processes
Proof of payment of requisite fees
As per approved schedule
As per approved program
11. Conducting Moot Competitions Evidence of qualification to participate
Proof of registration for participation
As per approved schedule
As per approved program
12. Responding to requests for Accreditation/Re-accreditation
Evidence of complete requests filed
Free 2 working days
13. Providing advisory, technical and administrative assistance upon request by parties
Evidence of requests filed As per approved schedule
As and when required
14. Ensuring certification of orders, directions and rulings of a tribunal, the Court and Registrar and awards
Orders, directions and rulings and awards
Free 2 Working Days
SERVICE CHARTER
Facilities
S/No
Service Requirements Charges (KES)
Timeline
15. Payments to suppliers of goods and services
Receipt of original invoices supported by all relevant documents.
Free 14 working days
16. Issuance of tender documents
Receipt of payment Payment of KES 1,000
Immediately after advertisement in the local dailies
17. Publication of tenders awarded
*Name of tender
*Name of company
*Contract amount
*Directors’ names
*No. of shares for each director
Free Quarterly
18. Opening of tenders Appointment of the Ad-hoc Tender Opening Committee
Free Restricted tender: Within 7 days
Open tender: within 14 days
19. Evaluation of tenders *Tenders submitted
*Tender opening minutes
*Appointment of the Ad-hoc Tender Evaluation Committee
Free Within 30 days of closing date
20. Issuance of letters of award
*Approved professional opinion
*Tender evaluation report
Free 3 days from date of final approval
21. Signing of contract agreement
*Award letter
*Terms and conditions of the tender
Free 14 days after issuance letter of award
22. Annual Disposal of obsolete assets
*Appointment of Disposal Committee as required by law
*Disposal committee minutes
*Submission of bid
*Approval from the CEO
Payment of 1,000
Annually
Service Charter | 15
S/No
Service Requirements Charges (KES) Timeline
1. Responding to requests for listing on the Arbitrator/Mediator Panels
Evidence of hard/soft copy of complete application made to the Centre
Free 1 working day
2. Reviewing of panels’ list periodically
Code and Standards of practice
Free 2 working days
3. Processing new applications for listing on the Arbitrator/Mediator Panels
Complete application for panel-listing filed
As per approved schedule
3 Months
4. Responding to correspondences Evidence of correspondence received at the Centre
Free 3 working days
5. Responding to requests for Arbitration/Mediation
Evidence of requests and documents filed
Free 2 working days
6. Opening and updating case files Evidence of requests and documents filed
Free 1 working day
7. Administer arbitration and mediation under NCIA rules or Non-NCIA rules appointments
Evidence of requests and documents filed
As per approved schedule
As and when required
8. Providing Secretarial support to the Arbitral Court
Requests for reference to the Court,
Directions of the Court
As per approved schedule
As and when required
9. Responding to requests for training in Arbitration, Mediation and other ADR processes
Evidence of hard/soft copy application made to the Centre
Free 1 working day
10. Conducting Training in Arbitration, Mediation and other ADR processes
Proof of payment of requisite fees
As per approved schedule
As per approved program
11. Conducting Moot Competitions Evidence of qualification to participate
Proof of registration for participation
As per approved schedule
As per approved program
12. Responding to requests for Accreditation/Re-accreditation
Evidence of complete requests filed
Free 2 working days
13. Providing advisory, technical and administrative assistance upon request by parties
Evidence of requests filed As per approved schedule
As and when required
14. Ensuring certification of orders, directions and rulings of a tribunal, the Court and Registrar and awards
Orders, directions and rulings and awards
Free 2 Working Days
Supply Chain
S/No
Service Requirements Charges (KES)
Timeline
15. Payments to suppliers of goods and services
Receipt of original invoices supported by all relevant documents.
Free 14 working days
16. Issuance of tender documents
Receipt of payment Payment of KES 1,000
Immediately after advertisement in the local dailies
17. Publication of tenders awarded
*Name of tender
*Name of company
*Contract amount
*Directors’ names
*No. of shares for each director
Free Quarterly
18. Opening of tenders Appointment of the Ad-hoc Tender Opening Committee
Free Restricted tender: Within 7 days
Open tender: within 14 days
19. Evaluation of tenders *Tenders submitted
*Tender opening minutes
*Appointment of the Ad-hoc Tender Evaluation Committee
Free Within 30 days of closing date
20. Issuance of letters of award
*Approved professional opinion
*Tender evaluation report
Free 3 days from date of final approval
21. Signing of contract agreement
*Award letter
*Terms and conditions of the tender
Free 14 days after issuance letter of award
22. Annual Disposal of obsolete assets
*Appointment of Disposal Committee as required by law
*Disposal committee minutes
*Submission of bid
*Approval from the CEO
Payment of 1,000
Annually
16 | Nairobi Centre for International Arbitration
S/No
Service Requirements Charges (Kshs)
Timeline
23. Booking of hearing room(s) Receipt of request by user at least 5 days prior indicating no. of participants and service package.
Free 1 day
24. All telephone calls will be received and attended to as soon as is practicable
Return calls immediately on realization
Free As soon as is practicable
25. Responding to customer Complaints and disputes
Written complaint with all the supporting documents
Free 5 days
General
ADDITIONAL SERVICES OFFERED
We are pleased to offer supplemental services
Services Charges & Timeline
i. Transcription services As per approved schedule and Upon request
ii. Video conferencing As per approved schedule and Upon request
iii. Wi-Fi As per applicable policy
iv. Guest reference material As per applicable policy
v. Practitioners’ lounge Complimentary
Service Charter | 17
S/No
Service Requirements Charges (Kshs)
Timeline
23. Booking of hearing room(s) Receipt of request by user at least 5 days prior indicating no. of participants and service package.
Free 1 day
24. All telephone calls will be received and attended to as soon as is practicable
Return calls immediately on realization
Free As soon as is practicable
25. Responding to customer Complaints and disputes
Written complaint with all the supporting documents
Free 5 days
The Centre is committed to maintaining a client and customer-focused quality service. There are client and customer complaints handling procedures which the Centre adheres to in handling grievances.
Any service that does not conform to the above or any staff who does not fulfill commitment to courtesy and excellence in quality of service should be reported to:
Registrar/CEONairobi Centre for International ArbitrationCo-operative Bank House, 8th Floor, Haile Selassie AvenueP. O. Box 548-00200 NairobiTel: +254 771 292 055Website: www.ncia.or.keEmail: [email protected] (For complaints and /or Compliments)[email protected] (For general enquiries)
Thereafter,
In case you are NOT satisfied with the manner in which your complaint has been handled be free to contact: -
Commission Secretary/Chief Executive OfficerCommission on Administrative Justice2nd floor West End Towers,Off Waiyaki Way, WestlandsP.O. Box 20414-00200 NairobiTel: + 254 (020) 2270000Email: [email protected]: www.ombudsman.go.ke
Co-operative Bank House,8th Floor. Haile Selassie Ave.P.O. Box 548-00200 Nairobi, KenyaTel: +254 771 293055www.ncia.or.ke
@NCIA_KE @NCIAKenya
