Customer Service Delivery Charter

MOTTO

Setting higher trends in TVET education, research and innovation

VISION

A centre of excellence in Technical, Entrepreneurship training and Research in Kenya and beyond

MISSION

To train and equip trainees with technical, entrepreneurial and research skills

S/No SERVICES CLIENT OBLIGATION USER CHARGE TIMELINE
1 ENQUIRIES AND ADMISSION
  • Handling of enquiries
 Present enquiry in an orderly manner Free Within 5 minutes
  • Response to written correspondence
 Formal request Free 7 working days
  • Response to mobile/phone calls
 Correct information Free Pick up call at switchboard should not exceed 3 rings
2 APPLICATION OF COURSES
  • Application for a course
 Application letter and copies of:
  • Result slips/certificate
  • National I.D Card
  • Application fee
 Kshs 2,000 Three weeks to date of submission
  • Admission and registration
  • Completed admission letter
  • Original documents for verification
  • Passport photographs
  • Payment of fees required
 As per fee structure Within the same day of reporting
3 TUITION
  • Teaching and learning
  • Registration
  • Attendance
  • Required learning materials
 As per fee structure As stipulated schedule by MOEST
4 EVALUATION
  • Internal Examinations
  • 75% class attendance
  • As stipulated by academic policy
 Free As per the exam schedule
  • Supplementary/Special Examinations
 As per academic board recommendations Kshs 500 per paper As per the exam schedule
  • External Examinations
  • Payment of required examination fee on time
  • Original and copies of relevant documents
 Full fees payment and examination fee As per the exam schedule
5 CERTIFICATION
  • Issuance of Transcripts
 Sit for all CATs and End term exams Free 1Month after release of results
  • Issuance of External results slips and certication
 Fee clearance and dully filled clearance form Free Within a Day
6 INDUSTRIAL ATTACHMENT
  • Attachment of students
 Payment of attachment fees Payment of attachment fees As per attachment schedule
  • Assessment of students
 Dully filled attachment information form Free As per attachment schedule
7 PROCUMENT
  • Procurement for goods and services
 LPO,LSO,Delivery Note,Invoices or Procurement documents Free7 days after presentation of documents

COMMITMENT TO COURTEOUS AND EXCELLENT SERVICE DELIVERY!

Any services that does not conform to the above standards or any officer who does not live up to commitment to courtesy and excellence in services should be reported to:

Principal

The North Eastern National Polytechnic

P.O BOX 329-70100, GARISSA

Fax: 0462102488, Tel: 0716061788

Email: info@northeasternpoly.ac.ke

Website: northeasternpoly.ac.ke

The CEO Commission of Administrative Justice

P.O BOX 20414-00200 Nairobi

Email: complain@ombudsman.go.ke

Call toll free number: 0800221349/0202270000

GOOD SERVICE IS NOT A PRIVILEDGE, GOOD SERVICE IS YOUR RIGHT

HUDUMA BORA NI HAKI YAKO

© 2025 The North Eastern National Polytechnic — Customer Service Delivery Charter