Public Information
Service Charter
Our service standards: what we offer, what you need, what it costs and how long it takes.
Service Charter
Our Commitment to You
The Kerio Valley University College is committed to serving students, staff, parents, partners and the public with courtesy, integrity, fairness and efficiency.
This charter sets out the services we offer, what you need to receive them, what they cost and how long they take. If we do not meet these standards, please tell us through the Complaints page.
We will
- treat everyone with courtesy, fairness and respect;
- serve everyone equally, without discrimination;
- give accurate information and explain our decisions;
- keep your personal information confidential.
We ask you to
- give complete and accurate information;
- treat our staff with courtesy;
- follow the College's rules and procedures;
- never offer gifts or bribes for a service.
Admissions
| Service | What you need | Cost | Time |
|---|---|---|---|
| Answering admission enquiries | Email, phone call or visit | Free | Within 2 working days |
| Issuing admission letters to KUCCPS-placed students | KUCCPS placement | Free | Within KUCCPS timelines |
| Processing self-sponsored applications | Completed online application and application fee | Application fee as advertised | Within 14 days of the closing date |
| Registering new students | Admission letter, original certificates, national ID or birth certificate, passport photos | Free | On the reporting day |
Academic Services
| Service | What you need | Cost | Time |
|---|---|---|---|
| Publishing class and examination timetables | — | Free | At least 2 weeks before classes or examinations |
| Releasing examination results | Registration for the units | Free | Within 30 days after the end of examinations |
| Issuing academic transcripts | Request form; fees cleared | As per the fee structure | Within 14 working days |
| Processing transfer and deferment requests | Request form and supporting documents | Free | Within 30 days |
| Clearance on completion of studies | Clearance form | Free | Within 7 working days |
Finance
| Service | What you need | Cost | Time |
|---|---|---|---|
| Issuing official receipts | Proof of payment | Free | Within 1 working day |
| Issuing fee statements | Registration number | Free | Same day |
| Processing approved refunds | Approved refund request | Free | Within 30 days of approval |
| Paying suppliers | Invoice, delivery note and inspection and acceptance certificate | Free | Within 30 days of receiving a correct invoice |
Student Welfare
| Service | What you need | Cost | Time |
|---|---|---|---|
| Counselling | Appointment or walk-in | Free | Same day for emergencies; within 2 working days otherwise |
| First aid and basic medical attention | Student ID | Free | Immediately |
| Allocating accommodation | Accommodation application and payment | As per accommodation charges | Before the reporting day |
| Handling student complaints | Complaint form | Free | Acknowledged within 2 working days; resolved within 14 working days |
General Services
| Service | What you need | Cost | Time |
|---|---|---|---|
| Answering telephone calls | — | Free | Within 3 rings |
| Replying to letters and emails | — | Free | Acknowledged within 2 working days; full reply within 7 working days |
| Handling complaints | Complaint form, letter or email | Free | Acknowledged within 2 working days; resolved within 14 working days |
| Responding to requests for information (Access to Information Act, 2016) | Written request | Free (copies at cost) | Within 21 days |
| Tender documents | Download from e-GP Kenya (www.egpkenya.go.ke) | Free | Available until the closing date |