Service charter

Our promise to you.

Customer Service Delivery Charter — measurable commitments for every partner.

The New KPCU Service Charter sets out the standards of service that customers, farmers and partners can expect — including reception times, processing timelines and fair treatment across cooperatives of every size.

How we operate

Four principles, every interaction.

Responsive

Acknowledgements within 3 working days. Documents processed same-day where possible.

Trustworthy

Fair, transparent treatment of every cooperative regardless of size — no canvassing tolerated.

Farmer-first

All decisions weighed against impact on the smallholder farmer at the end of the value chain.

Accountable

Service performance reviewed quarterly with public reporting on commitments.

Service standards

What we commit to.

ServiceOur commitment
Customer care receptionWithin 3 minutes
Document processingSame working day
Milling turnaroundPer agreed schedule
Marketing & auction listingPer NCE calendar
Warehousing releaseWithin 24 hours of clearance
CCARF disbursementPer approved application
Core values

What we stand for.

Integrity & traceability
Farmer centric
Professionalism
Teamwork & commitment
Transparency & accountability

Full charter PDF

The official Service Charter PDF, with full performance indicators and complaint escalation paths.

Open on newkpcuplc.go.ke

Raise a concern

If we fall short of our charter, our complaints framework gives you a clear, fair path to escalation.

Complaints framework