SERVICE CHARTER HELB SERVICE CHARTER 1

SERVICE CHARTER HELB SERVICE CHARTER 1

IT S GOOD TO DREAM My dream is to be a news reporter HELP EDUCATE TOMORROW, PAY TODAY 2 HELB SERVICE CHARTER

Purpose of the Charter This charter sets out the service standards that the public should expect when dealing with the Board and its staff. It is a demonstration of our commitment to the public and a reflection of our dedication to excellence as well as fairness in financing higher education in Kenya. This Customer Service Charter outlines your rights and responsibilities and the procedure to follow if our service standards are not met. It also sets out our feedback process, so that you can tell us how well we are performing and how we can improve our service to you. This charter therefore serves as a statement of commitment that the Board intends to live up to its mandate. About HELB The Higher Education Loans Board (HELB) was established by an act of Parliament CAP 213A of 1995.When it was establish it took over all the function and the responsibilities of management of higher education financing which was by then being managed by the University Student Loans Scheme (USLS) a department in the Ministry of Education. Under the scheme, Kenyan students pursuing higher education at Makerere, Nairobi and Dar-es-Salaam universities received loans to cover their tuition and personal needs, which they would repay on completion of their education. However it is important to note that financing of higher education started in 1952 when the then colonial government awarded loans under the Higher Education Loans Fund [HELF] to Kenyans pursuing university education in universities outside East Africa notably Britain, the USA, the former USSR, India and South Africa. The University Student Loans Scheme (USLS) lacked the legal basis to recover the matured loans. In addition, the general public and the beneficiaries wrongly perceived that the loan was a grant from the government, which was not to be repaid. It is against this background that, HELB was established with the mandate of sourcing for funds, allocating and disbursing to needy Kenyan pursuing higher education in recognized institution of higher learning. It also has the mandate of recovering all mature loans disbursed since 1974. Our Stakeholders The Board serves a multi-stakeholder community. These stakeholders include: ª Government of Kenya HELB SERVICE CHARTER 1

ª County Governments and Constituencies ª Universities, TVET Colleges and Secondary Schools ª Financial institutions who facilitate remittance of loans to students ª Employers who employ HELB loan beneficiaries ª Public sector institutions ª Private sector organizations ª Development partners ª Philanthropic organizations ª HELB loan beneficiaries [Loanees] QUOTE Customers may forget what you said, but they ll never forget what you made them feel. - Unknown ª General public Our Vision A loan available for every deserving Kenyan enrolled in higher education Our Mission To provide affordable loans to Kenyans pursuing higher education through adequate mobilization and prudent management of resources Our Values Values are an integral part of an organization s culture which in turn creates a sense of identity, belonging, direction and purpose. In our quest for timely provision of quality services, we are guided by the following values as articulated in our revised Strategic Plan 2013-2018: 2 HELB SERVICE CHARTER

Professionalism We are committed to serving our customers with utmost competence in every aspect of our tasks. We strive to act with care and diligence Integrity We strive to adhere to the highest ethical standards in performing our duties, act in good faith, and demonstrate highest level of integrity by creating an atmosphere of trust and confidence. Courtesy We endeavour to be attentive and considerate at all times Equity Our Products A. LOANS We endeavor to be fair and impartial in all our interactions and engagements. i. Diploma Students Technical Vocational, Education and Training (TVET) Loans: Students pursuing Diploma courses in institutions recognized by the TVET Authority and registered with Kenya Association of Technical Training Institutes (KATTI) are eligible for this loan. ii. Undergraduate Students a. Loans for Direct Entry Students (DES): HELB SERVICE CHARTER 3

These are students joining public and private universities within the East Africa states from secondary school either through the Kenya Universities and Colleges Central Placement Service (KUCCPS) or as self-sponsored students. The loan attracts an interest of 4%p.a. The loans range from Kes 37,000 to Kes 60,000.00 per year. The students are required to repay their loans on completion of studies. b. Loans for Continuing Education Students (CES): This loan product is for employed students who intend to upgrade their professional skills by pursuing a undergraduate degree program. This category of loans attracts interest of 12% p.a. Repayment commences immediately after disbursement. The loans are awarded on the basis of the borrower s ability to service the loan while studying. The maximum amount is Kes 100,000 with a minimum of Kes. 50,000. The awarded loan is remitted directly to the university as tuition fees. Applicants are required to pay a loans processing fee of Kes 2,000.00 upon successful application. Terms & conditions apply. iii. Postgraduate Students: Kenyans pursuing Masters or PhD programs may access this category of loans to finance their studies. Masters and PhD applicants may receive a maximum of up to Kes 200,000.00 per year. The award is based on the ability to service the loan through check off system while studying. A processing fee of Kes 2,000.00 is charged. Postgraduate loans attract interest of 12% p.a. B. BURSARIES i. Undergraduate bursaries: This is awarded to extremely needy undergraduate students in GOK sponsored programs. ii. Technical, Vocational Education and Training (TVET) Bursaries: This product caters for extremely needy students pursuing Diploma courses, in TVET institutions recognized by the TVET Authority and registered with Kenya Association of Technical Training Institutes (KATTI). Note: Bursaries are only allocated in addition to loans, therefore a student is required to request for a bursary during the loan application process. 4 HELB SERVICE CHARTER

C. SCHOLARSHIPS Partial scholarships are awarded to Masters and PhD students. The amounts range between Kes 250,000.00 and Kes 500,000.00 for masters and PHD respectively. The award is based on the academic merit. A processing fee of Kes 3,000.00 is payable on submission of the form. Terms and conditions apply. D. PARTNERSHIP PRODUCTS i. Public Servant Training Revolving Fund: This loan facility is a partnership between HELB and the Ministry of Youth, Gender & Public Service. Public Servants pursuing Masters or PhD programs or short technical and professional examinable courses relevant and considered critical to their duties may apply for the loan. The amounts range from a minimum of Kes. 30,000.00 to a maximum of Kes. 500,000.00. This category of loans attracts 4% interest p.a. The loan is repayable immediately after disbursement to the institution of learning through a check off system. Terms and conditions apply. ii. Afya Elimu Fund [AEF]: This product is a partnership between HELB, USAID HRH Mechanism and other partners. These AEF Loans are tailored for Kenyan health care students pursuing Diploma and Certificate courses in Kenya Medical Training Colleges (KMTC) and Faith based Health training institutions. iii. HELB Universities Partnerships: HELB is partnering with universities to support orphans, vulnerable and talented needy students to undertake degree programs on selfsponsored basis. HELB allocates the maximum allowable loanthrough a Mean Testing Instrument to the vulnerable students while the concerned university sponsors the balance through the financial aid office. HELB has MOU s with Kenyatta University and Daystar University. iv. Visa Oshwal Scholarship: HELB has partnered with Visa Oshwal Educational Board to offer scholarships to direct entry university students. This scholarship program funds twenty (20) students for the total tenure of study for undergraduate degree programs. The maximum loan award is Kes.100,000 per annum. Terms and conditions apply. HELB SERVICE CHARTER 5

v. Barclays Bank Scholarship: HELB has partnered with Barclays Bank Kenya to offer scholarships to direct entry university students. This scholarship program funds four hundred and twenty (420) students for the total tenure of study for undergraduate degree programs. Terms and conditions apply. vi. County & Constituency Funds The devolved government has come on board in their efforts to streamline management of their loan and bursary schemes while ensuring sustainability through revolving funds. HELB currently manages education revolving funds for five counties and eight constituencies. Terms & conditions apply. Our Standards In order to enhance customer satisfaction, the Board has implemented a quality management system based on ISO 9001: 2008. We are committed to meeting our customers needs and we strive to exceed their expectations. We are continually seeking to improve the quality of our services and welcome your feedback on our performance. Subject to the powers conferred upon the Higher Education Loans Board by the Higher Education Loans Board Act, 1995 to enable the Board perform its statutory functions we commit to the following: A. Loans, Bursaries and Scholarships Processing From the set deadline of submission of loan applications HELB will process all loan applications as follows: Item Specifics Timeline 1 Verification of loan application and All loans except continuing education 30 days afterclosure of the online application allocation of funds period. 6 HELB SERVICE CHARTER

2 Loan Disbursement into individual accounts Undergraduate: GoK Sponsored 7 days after receipt of opening dates or 14 days before semester opens [whichever is later] 3 Tuition Loan Disbursement TVET 60 days Direct Entry Undergraduate: GoK 21 days after the start of the semester Sponsored Direct Entry Undergraduate: Self-Sponsored Continuing Education Loans for salaried beneficiaries: undergraduate & post graduate Once a year by 31 st January after confirmation from the institution 7 days after signing letter of offer 4 Bursaries Disbursement TVET and Undergraduate 30 days after the start of the semester or after allocation, whichever comes later. 5 Loan Appeals/Reviews TVET and Undergraduate To be considered within 90 days of receipt of duly completed appeal form subject to availability of funds. 6 Loan Status All Loans Loan status provided at verification, allocation and disbursement of loans via email/sms. Loan statements are accessible on the HELB website. HELB SERVICE CHARTER 7

B. Loan Repayment Item Specifics Timeline 1 Loan statements Loan statements are accessible on HELB website 2 Receipting For loan repayment Within 24 hours 3 Updating loanee accounts Employers 5 days after receipt of remittance schedule M-PESA 48 hours Bank deposit 24 hours Credit Card 48 hours 4 Clearance Certificates For loanees who have completed loan Same day upon request repayment 5 Compliance Certificates For non loanees Same day [at select Huduma Centres] upon request For loanees who are servicing their loans Same day upon request regularly For Employers Through portal at their convenience 6 Refunds For overpayment of loans 3 weeks 8 HELB SERVICE CHARTER

C. Handling Queries HELB is accessible through the following touch points: 1. Contact Centre For calls, emails and social media queries Anniversary Towers, University Way P.O. Box 69489-00400 Nairobi Tel: 254 0711 052 000 Email: contactcentre@helb.co.ke QUOTE The goal of a company is to have customer service that is not just the best, but legendary. - Sam Walton Facebook: HELBPage Twitter: HELBPage Hours: Monday-Friday 8am-5pm [Closed on weekends and public holidays] 2. Student Service Centre For all student related queries Mezzanine One: Anniversary Towers, University Way Hours: Monday-Friday 8am-4pm [Closed on weekends and public holidays] HELB SERVICE CHARTER 9

3. Customer Experience Centre For all loan repayment and continuing education loan queries Ground Floor: Anniversary Towers, University Way Hours: Monday-Friday 8am-4pm [Closed on weekends and public holidays] 4. Huduma Centres As at August 2017, the board is present in 24 Huduma centres countrywide namely: Bungoma Kericho Machakos Nakuru Chuka Kilifi Meru Narok Embu Kisii Migori Nandi Eldoret Kisumu Muranga Nyeri Garissa Kitui Mombasa Thika Kakamega Lodwar Nairobi- GPO Trans-Nzoia Operating Hours for Huduma Centres: Monday-Friday 8am-5pm [Closed on weekends and public holidays] 10 HELB SERVICE CHARTER

HELB commits to the following standards with regards to responding to queries/complaints: Item Specifics Timeline 1 Acknowledgement to correspondence Queries received through contact Auto Response Acknowledgement centre email Queries received by letter Within 2 working days from the date of receipt. 3 Response times for various queries General information queries Social Media/Calls General information queries Email Investigative queries Archive retrieval queries Exceptional Cases e.g. legal matters Same day within 2 working days within 5 working days within 14 working days Update every 1 month Note: i. Queries are processed in the order received; ii. iii. iv. Queries must be submitted in writing with full personal details i.e. I.D number, name, telephone number, physical and postal address. The Query must contain the names, addresses, and telephone numbers of all parties to the complaint, including the complainant; Queries and supporting documentation may be filed by electronic mail contactcentre@helb.co.ke originals of these documents may be required for verification at a later date v. All queries are subjected to the validation process. HELB SERVICE CHARTER 11

E. Recruitment The process of recruitment shall be completed by issuance of an appointment letter to successful candidates within three (3) months, from the time of advertisement. F. Annual Report The Annual Report shall be published within three [3] months after the Auditor General s feedback. G. Procurement and Finance Payment shall be done within 30 days from the receipt of the invoice. In dealing with suppliers the Board shall ensure: ª Availability of, or access to, information required to facilitate in provision of your services; ª That everybody is treated fairly and equitably in our selection process; ª That payment is made on time as spelt out on the agreed terms in the Local Purchase Order or contract as appropriate. Our Customer Experience Commitment The service standards outlined in this charter are indicative targets to measure our performance. They apply to all areas of the Board. When you communicate with us, whether in person, by phone, mail, fax or any other means, we will: ª Be courteous, ª Be willing to assist you and be responsive to your needs, ª Treat you fairly and professionally, 12 HELB SERVICE CHARTER

ª Provide timely oral and written advice that is clear, concise, accurate and complete, ª Demonstrate technical/professional competence in providing advice ª Act responsibly. In the event of experiencing any difficulty in obtaining services in HELB, please ask to see the head of the relevant department. Under this Charter, you have a right to: ª lodge a complaint; ª seek review and appeal A. How you can help us: If we do not meet our service standards stated in this Charter, please let us know by following these steps: ª Identify the problem, ª Determine the exact nature of your complaint, ª Contact the member of staff responsible, ª Discuss the matter with the member of staff you have been dealing with, ª If you believe this person cannot resolve the complaint, you can ask to speak to the staff member s supervisor. HELB SERVICE CHARTER 13

B. Customer Obligation We expect you to: ª Treat staff with respect and courtesy; ª Provide truthful and sufficient information upon request to enable fair and accurate award of loans, bursaries and scholarships; ª Prompt and consistent repayments of loans; ª Respond to requests for information in a timely manner; ª Observe HELB s rules and regulations; ª Provide feedback and comments on the service provided; ª Ensure that the letters you send to us are correctly addressed, include the correct postcode and that you provide us with complete contact information to enable us respond to you promptly. C. Review of the Service Charter To ensure that the Charter continues to reflect the expectations and views of sector stakeholders and customers it will be reviewed once every two years and we will continuously monitor and evaluate the level of our service delivery. A Customer Satisfaction Survey will also be conducted annually. 14 HELB SERVICE CHARTER

D. General Exceptions & Legal Rights to redress This Charter does not remove any legal rights to redress. These goals may not be attainable due to circumstances beyond our control, however, we pledge to do our best to meet your expectations and we will advise you if we are unable to do so. We will endeavor to respond to all queries satisfactorily and promptly. We welcome feedback on our performance and suggestions on areas of improvement from stakeholders and the general public. This service charter was last reviewed in June 2017. Disclaimer While every attempt has been made to ensure that the information included in this document is accurate, it is intended only as a guideline and should not be regarded (or used in lieu of) legal advice. The Higher Education Loans Board will not, therefore accept any liability for the consequences of any actions taken, or decisions made upon the information offered. E. Access to Information Requests Any requests for Access to HELB Information may be channelled as follows: CEO, HELB Anniversary Towers, University Way; P.O. Box 69489-00400 Nairobi ceo@helb.co.ke The Office of the Ombudsman offers grievance redress mechanism and may be contacted as follows: HELB SERVICE CHARTER 15

LOAN REPAYMENT HELB LOAN CYCLE LOANS 16 HELB SERVICE CHARTER

IF YOU EXPERIENCE CORRUPTION, SAY IT! HELB s new Mbinja Portal allows you to anonymously report corruption as and when you experience it. If you don t deal with something when it s small, it ll be even harder to deal with it when it becomes bigger. Msee, if you see something going down, be sure to log on to the platform and PIGA MBINJA! https://portal.helb.co.ke/mbinja/ HELB SERVICE CHARTER 17

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