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Service Charter

SERVICE DELIVERY CHARTER

 

Introduction

The Service Delivery Charter outlines the Consulate’s General mandate and highlights the services we offer, the values we espouse and the standards and quality of service you can expect from us. The Consulate General welcomes and encourages feedback, compliments, and suggestions on the quality of our services to enable us to improve our service delivery accordingly.

Mandate: To promote and safeguard Kenya’s economic and trade interests, and to efficiently deliver services to Kenyans in its Consular District (Guangdong Province, Fujian Province, Guangxi Autonomous Region and Hainan Province).

Vision: A Consulate General of Excellence in pursuit of Kenya’s strategic interests, strong economic and cultural presence in the Consular District.

 

Mission: To project, promote and protect Kenya’s strategic interests through effective diplomatic and diaspora engagement, trade facilitation, cultural diplomacy and quality consular services.

SERVICES

 

 

S/No

Service/Good

Requirements to obtain a Service/Good

Cost of a Service/Good

Timeline
  1.  

Respond to telephone calls and correspondences (letters, Note Verbales, Emails etc.)

Receipt of correspondences

Nil

·   Within three (3) rings

·   Within one (1) working day for Emails

·   Within two (2) working days for Letters, Note Verbales

·   For complex issues, five (5) working days 

  1.  

Prompt attention to visitors

Appointment / Genuine Emergency

N/A

·   Immediate
  1.  

General enquiry about Kenya

Nil

N/A

·   3 Working Days
  1.  

Attending to official correspondences e.g. letters, e-mails

Official correspondence

Free

·   Acknowledged within 5 Working Days

2

Authentication of documents

·   Receipt of request and requisite documents on eCitizen platform.

·   Online application via mfa.ecitizen.go.ke

Original Kenyan document and copy of:

                i.         Education documents

              ii.         Birth Certificate

             iii.         Marriage Certificate

             iv.         Good Conduct

               v.         Certificate of impediment

             vi.         Driving license

            vii.         Notary

RMB 112/Copy

·   Within five (5) working days.

For exceptional circumstances, expect a longer waiting period

 
  1.  

Authentication of notarized transcripts and degrees from Chinese universities
  • Transcript and/or degree from a Chinese University
  • Document notarized by Chinese Ministry of Foreign Affairs or Chinese Public Notary

Nil

·   1 – 7 Working Days

 
  1.  

Consular assistance to distressed, arrested, or detained Kenyans
  • Report from Police/ other Agencies
  • Verified Reports from recognized Diaspora associations/leaders

Nil

·   24 to 48 hours unless Emergency

 
  1.  

·   Issuance of Electronic Travel Authorization

·   Online application via www.etakenya.go.ke

·   Original passport with minimum 6 months validity and 3 blank Visa pages

USD 34

·   3 Working Days

 
  1.  

·   Emergency Travel Document

·   Copy of passport

·   Kenya National ID

·   2 photos

·   Police report for lost passport

·   For Minor: submit copies of Birth Certificate and Parents passports

RMB 152

·   Within 1 week

 
  1.  

·   Address compliments, complaints, feedback and suggestions

·   Online Submission including website and

·   e-mail

·   Letter(s)

·   Phone call

Nil
  • Immediate – 5 days
  • For more complex matters, expect a longer waiting period.

 

 

WE ARE COMMITTED TO EXCELLENCE IN SERVICE DELIVERY

 

Any service that does not conform to the above standards should be reported to:

Service Delivery Unit

Unit 02A, 34th Floor, Office Building A, No. 109

Pazhou Avenue, Mingfeng Square, Haizhu District, Guangzhou

e-mail: consular.guangzhou@mfa.go.ke

 

OR

The Ambassador

Consulate General of the Republic of Kenya,

Unit 02A, 34th Floor, Office Building A, No. 109

Pazhou Avenue, Mingfeng Square, Haizhu District, Guangzhou,

People’s Republic of China

e-mail: consular.guangzhou@mfa.go.ke

 

 

Huduma ni Haki Yako.