KENYA POST OFFICE SAVINGS BANK SERVICE CHARTER Kenya Post Office Savings Bank, Postbank House, 16 Banda Street, P.O. Box 30313-00100 Nairobi Telephone: (+254) 020 2803000, 2229551-6 Mobile: 0715331132; 0738067766 Helpdesk: 2803333/341/350; Mobile: 0716-918999; 0734-856353 SMS: 20498 Fax: (+254) 020 229186 Enquiries Email: info@postbank.co.ke Complaints Email: complaints@postbank.co.ke Website: www.postbank.co.ke Facebook Kenya Post Office Savings Bank Twitter @Postbank1
1.1. The Purpose of our Service Charter CHAPTER 1 Introduction 1.1.1. This Service Charter is a statement of intent of Postbank s commitment to provide quality services to her customers. 1.1.2. We wish to enlist your support in ensuring that we offer excellent service through your feedback on how you view our service. This will enable Postbank to serve you better. 1.1.3. The hallmark of our service charter, in line with our core values is to ensure:- a. You are treated with courtesy, consideration and our staff are always helpful. b. Your enquiries and needs are attended to promptly. c. We exercise the utmost integrity in providing services. d. We do not disclose any information about you without your consent, except as permitted by law. 1.2. Our Mandate Postbank was established to encourage thrift and mobilize savings for national development. This mandate has been carried out through development of products and services that meet the expectations of our customers and expansion of outreach. 1.3. Our Network a. 103 online branches. b. Over 2,057 ATMs (Postbank, Kenswitch and Pesapoint ATMs). c. Over 1,044 Postbank Mashinani Agent locations. 1.4. Postbank s Products and Services a. Various Savings, Investment and Transactional accounts. b. Remittances: Western Union, M-pesa, MoneyGram, M-PESA, RIA money transfer and Mobikash. c. Visa Credit card and Micro-loans in partnership with other financial institutions. d. Payment /Disbursement and Cash collection services for schools/colleges etc e. Bill payments: Electricity and Water. Kenya Post Office Savings Bank-Service Charter-Revised June 2015 Page 2 of 6
CHAPTER 2 Our Service Standards 2.1. Opening Hours: a. Branches 8.30 a.m-4.00 pm on Monday Friday 8.30 a.m-1.30 pm on Saturdays b. Offices 8.00 a.m-5.00 pm on Monday Friday c. Helpdesk and Telephone Exchange d. Kenyatta Avenue(NRB) & Malindi branches ONLY 7.30 a.m-7.30 pm on Monday Friday 8.00 a.m-1:30 pm on Saturdays 8.30 a.m- 6.00 pm on Monday Friday 8:30 a.m-4.00 pm on Saturdays 2.2. Service Time a. Transaction time for ATM and Money Transfer Service is 2 minutes. b. Customer interface at the counter is within 1 minute. c. Customers in the banking hall are served within 5 minutes. d. Opening of accounts takes 10 minutes. e. Opening of Joint & Trust Account takes 15 minutes. f. Issuance of instant debit (ATM) card and PIN takes 15 minutes. However personalized ATM cards take 4 days to process. g. Visa Card application is processed within 2 weeks upon presentation of the required documents. h. Search for Company registration takes 2 weeks on presentation of necessary documents. 2.3. Contract Accounts a. Save As You Earn (SAYE) contract becomes effective on receipt of the first contribution. Kenya Post Office Savings Bank-Service Charter-Revised June 2015 Page 3 of 6
b. SAYE contracts for employed customers are paid the following month on maturity while self-employed customers are paid immediately upon maturity. c. Fixed Deposit contracts are paid on the date of maturity 2.4. Salary and Pension Payments Salaries and pension are paid upon receiving a payroll and funds from the employer. 2.5. Account Statements a. Account statements are available within 15 minutes upon request. b. Mini statements are obtained within 1 minute including at the ATMs. 2.6. Replacement of Card/PIN Replacement of a debit Card/PIN takes 15 minutes. 2.7. Higher Education Loans Board (HELB) Disbursements Funds are made available to the students upon receiving payroll. 2.8. Cheque Processing a. Clearance of cheques takes 6 working days upon presentation b. Banker`s cheques are processed within 10 minutes of request. c. For clients with special arrangement on cheque encashment, these are paid over the counter within 10 minutes. d. Foreign cheques mature within 8 weeks upon presentation to the bank. 2.9. Telephone Calls a. Telephone calls are answered within 3 rings. b. If staff cannot help you at once, they will suggest when to call back to speak to the relevant officer. 2.10. Procurement a. Tender advertisements are open for a duration of 21 days for local suppliers and 28 days for international suppliers. Kenya Post Office Savings Bank-Service Charter-Revised June 2015 Page 4 of 6
b. Requests for quotations from prequalified suppliers are open for duration of 7-14 days. c. We maintain a list of pre-qualified suppliers (vendors) which is updated yearly/every 2 years/as per need. d. Local Purchase Orders issued to suppliers are valid for a period of 30 working days or as specified. e. Quotations/tenders are processed and feedback to tenderers given within specified periods as per The Public Procurement and Disposal Act 2005. 2.11. Access to your Money Through our branches, ATMs, Postbank Mashinani agents and mobile banking we give you easy & convenient access to financial services. 2.12. Complaints a. If a complaint is not resolved to your satisfaction, you may raise it through telephone, social media, SMS, e-mail, letters or visits to our offices. b. Complaints are handled promptly, openly, fairly and confidentially as indicated below:- i. All complaints in our branches/banking halls are dealt with promptly by the Customer Relations Officers and escalated to the Branch Manager as necessary. ii. iii. iv. If your complaint has not been addressed to your satisfaction, kindly write an email, letter or call the Head of Marketing, Business Development & Communication clearly explaining the issue. If your complaint has not been addressed to your satisfaction kindly write/email or call the Managing Director. Escalated complaints are addressed within 7 working days. Kenya Post Office Savings Bank-Service Charter-Revised June 2015 Page 5 of 6
2.13. Feedback We welcome feedback and suggestions for improvement of our services. Please direct your feedback/compliments /complaints through social media, SMS, email, letters or visits to any of our branches during working hours; 2.14. Customer Obligations You are obliged to provide accurate and timely information to facilitate provision of better services to you. Where called upon to provide information, you are obliged to disclose and produce all relevant information in a timely manner to facilitate service delivery. HOW TO CONTACT US We will continuously update our website www.postbank.co.ke and make it your main source of information about us and our products; For any further information, you may contact; OUR HEADQUARTERS The Managing Director, Kenya Post Office Savings Bank, P. O. Box 30311-00100 GPO, Nairobi. Telephone: (+254) 020 2803000, 2229551-6 Mobile: 0715331132; 0738067766 Helpdesk: 2803333/341/350; Mobile: 0716-918999; 0734-856353 Fax: (+254) 020 229186 Enquiries Email: info@postbank.co.ke Complaints Email: complaints@postbank.co.ke SMS: 20498 Website: www.postbank.co.ke Facebook Kenya Post Office Savings Bank Twitter @Postbank-Kenya Kenya Post Office Savings Bank-Service Charter-Revised June 2015 Page 6 of 6