Republic of Kenya Officeof the Attorney General And

REPUBLIC OF KENYA

OFFICEOF THE ATTORNEY GENERAL AND DEPARTMENT OF JUSTICE

Revised 20 July 2018

CUSTOMER SERVICE DELIVERY CHARTER

E-COLLATERAL REGISTRY& HIRE PURCHASE

This Customer Service Delivery Charter is a declaration of our commitment to provide quality services. It outlines the services rendered, requirements to obtain the services, costs and timelines in which the Hire purchase companies undertakes to provide the services.

VISION To be a world –class leader in providing quality and efficient services.

MISSION To make the movable properties security Rights sector competitive by streamlining and automating the movable properties processes, in line with international best practices and global trends to ensure quality delivery of services.

CORE FUNCTIONS Department of movable properties is mandated to perform the following functions:

1. Registrations of secured transactions under Movable Property Security Rights Act 2017; 2. Maintain registers, data, and records on registrations carried out; 3. Implement relevant policies and guidelines.

CORE VALUES 1. Integrity 2. Transparency and Accountability 3. Excellence and Quality of service 4. Professionalism 5. Competence 6. Stewardship 7. Confidentiality

8. Fairness and Diligence 9. Equity and Fairness 10. Efficiency and Effectiveness 11. Courtesy and Customer Focus 12. Non-discrimination

OUR COMMITMENT

Customers should expect the following: - 1. Quality services for all; 2. Prompt, accurate and relevant information; 3. Courteous service; 4. Results Oriented; 5. Strive to continuously improve our processes and the way we offer services 6. Be responsive tocomplaints

MOVEABLE PROPERTIES SECURITY RIGHTS E- COLLATERAL REGISTRY

Service Rendered Requirements Documents issued Fees Time lines 1. Upon submission of a • E-citizen account initial notice notice Nil 1 day complete initial notice for -Details of the grantor of registration registration of a security -Details of the lender (Form 4 certificate interest -Collateral details -duration of loan 2. Upon submission of a • Search criteria; Form 2 certificate Kshs 1 day complete search application Grantor identification or 550 serial number

3. Amendments Amendment details Form 6 Certificate nil 1 days 4. Extension/renewal 5. E-citizen account Form Certificate nil 1 day -Details of the grantor -Details of the lender 6. Cancelation/Discharge 7. E-citizen account Form 7 certificate nil 1 day -Details of the grantor -Details of the lender

8. Upon receipt of an enquiry Nil through; i. Personal presentation 30 ii. Phone call minutes iii. Email

The Business Registration Services, Department of Companies a corruption free zone. It is an offense to compromise Or give a bribe to a public servant for delivery of services.

“COMMITMENT TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY” Any service that does not conform to the above standards or any officer who does not live up to the commitments tocourtesy and excellence in service delivery should be reported to: Board of Directors The Solicitor The Commission Secretary/Chief Business Registration General/Accounting officer, Executive Officer, Service (BRS) Office of the Attorney Commission on Administrative Sheria House, 2nd Floor General and Department Justice, P. O. Box 40112-00100 of Justice, West End Towers, 2nd floor, Harambee Avenue, Sheria House, Harambee P. O. Box 20414, 00200, Nairobi, Kenya Avenue, Nairobi. Email: [email protected] P. O. Box: 40112, 00200, Tel. No: 254 2 2270000 Nairobi, Email: Tel. No :254 20 2227461/ [email protected] 254 20 2251355 Website: www.ombudsman.go.ke Mobile: 254 711 944555/ 254 732 529995 Email: [email protected] Website: www.statelaw.go.ke.

“HUDUMA BORA NI HAKI YAKO”