SERVICE RENDERED

CUSTOMER REQUIREMENT

USER CHARGES

TIMELINES

Communication

Attending to Telephone calls

Patience

Free

Within 4 rings

Mail

Provide accurate information

Free

Within 7 working days

Training

Admission of New Students

• Apply
• Provide required documents
• Meet entry requirements

Free

As per the advertisement

Registration of  Students

• Admission letter 
• Filled registration form

Payment of Course Fees

Within (1) One hour

Teaching and examinations

• Payment of fees
• Meet 80% threshold  class attendance

As per fees schedule

As stipulated in KISE Academic Policy and KNEC  regulations

Issuance of academic certificates and transcripts for internally examined courses

Filled clearance form

Free

• Ready within one (1) month after completion of training
• Collection within (1)one hour

Replacement of transcript/ Certificate for internally examined courses

• Formal request
• Affidavit and police abstract

• For Transcript replacement Kshs.500
• For Certificate Course payment of Kshs 3,000)

• Transcript –  within (1)  one hour
• Certificate – within (10)ten working days 

Assessment Services

Booking for Assessment

Walk-in or call

Free

Within (30)Thirty minutes

Assessment of children with special needs and disabilities

Prior booking

Free

 Depends on the nature of assessment

Referral

Assessment Report

Free

Within (2) two hours

Earmould Impression

Assessment Report

Kshs 500

Within (1) One hour

Rehabilitation Services

Occupational and Physiotherapy

Assessment Report

Kshs 100 per visit

Dependent on the severity

Rehabilitation of adults who have acquired disabilities

Assessment Report

As per prevailing charges

Dependent on the severity

Braille transcription Services

Present the work

• Ksh 20 per page
• Binding - Kshs.200 per volume

 As agreed with client

Production of Educational Resources

Formal order

As per prevailing charges

 As agreed with client

Research and Consultancy

Formal request and payment of required fee

As agreed with client

As agreed with client

Provision of Pre-school services

Registration of learners to the Pre-school

• Assessment report (for children with special needs)
• Birth certificate/notification

• Immunization record

• Fill registration form

As per fees guideline

Within (30) Thirty minutes

Collaborations, Linkages and Partnerships

Collaborations, Linkages and Partnerships

Memoranda of Understanding(MoUs)

As agreed between parties

As agreed between parties

Counseling and Medical Services

Counseling Services

Booking

Free

As agreed with client

Provision of VCT services

Walk in

Free

Within (10) ten minutes

Provision of Medical Services 

Walk in

Free

Within (5) five minutes

Other Services

Payment for Goods and Services

Support documentations

Free

Within (30) thirty calendar days.

Refund of Overpayment

Payment documents

Free

Within (30) thirty days

Hire of Institute facilities and services

Booking and payment of charges

 As per prevailing charges

As agreed with client