Service Charter/Mkataba Wa Huduma

Service Charter/Mkataba Wa Huduma

The Authority’s Service Charter is our commitment to providing excellent services to all our customers. It sets out the standards of service expected when dealing with the Authority and its staff. 

The Customer Service Charter outlines the rights and responsibilities of customers as well as the procedure to follow in expressing dissatisfaction if the Authority’s approved service standards are not met. 

This Customer Service Charter is available in English, Kiswahili and Braille. 

Customers are encouraged by the Client Feedback Form so they can provide information to the Authority on our performance and recommend areas of improvement.
This Customer Service Charter is updated every two years to reflect the service improvements and innovations.

Service Charter

Service Charter -English

Pre-Registration Services
Overview & Fees
Service Customer Requirements Response Time Processing Fee (Ksh.)
Name Search
  • Duly filled Name Reservation Form (Form 2)
 1 day 1,000
Prototype Constitution Download from Authority’s Website www.pbora.go.ke When required Free
Registration
  • Cover letter requesting for registration
  • Copies of ID/Passport and KRA PIN for each of the 5 proposed Officials
  • Duly filled Forms 1 and 3 and approved Form 2
  • Two recent colour passport-size photographs on white background (2x2 Inches) of the proposed 5 officials (Indicate names)
  • Recent Police Clearance Certificate for Kenyans or notarized Police Clearance Certificate for foreigners from their countries
  • Two duly signed copies of constitution (3 top officials and 2 other board Members sign execution page and one of the top 3 to sign on all pages)
  • Minutes authorizing application for registration (include election of interim officials in agenda) signed by all top officials
  • Proposed one-year budget
 60 days 16,000 – (National PBO)
30,000 – (International PBO)
Acknowledgement File is in order 1 day Free
Issuance of Certificate Any outstanding issues addressed 30 Minutes Free
Post-Registration Services
Processes & Turnaround
Service Customer Requirements Response Time Processing Fee (Ksh.)
Bank Recommendation Letter
  • Request letter (state bank, branch and signatories)
  • Minutes authorizing account opening and signed by 3 top Officials – submit within 14 days from meeting day.
  • At least one Board member should be signatory
 1 day 4,000
Change of Officials
  • Request letter
  • Duly filled Form 13 (outgoing and incoming officials)
  • Duly filled Form 3 by incoming Officials
  • Two passport-size photographs of each incoming official
  • Copy of ID/Passport of each incoming official
  • Minutes of meeting proposing changes (filed within 14 days)
  • Proof of death if change is as a result of death
 14 days 4,000
Change of Address Duly filled Form 4 and minutes authorizing change 1 day Free
Amendments to PBO Constitution
  • Application letter to the Director General seeking consent
  • Minutes of the meeting proposing changes (signed by 3 top Officials)
  • Two copies of the new constitution with sections to be changed highlighted and duly signed by the 5 top officials submitted within 14 days from day of meeting
 7 days 4,000
Certification of Documents (Certified copy of Certificate/Constitution) Request Letter 1 day 3,000
Change of Name
  • Application seeking consent, stating proposed change and reasons for the same, signed by the 3 top officials
  • Duly filled Form 16
  • Minutes of the meeting proposing change (submitted within 14 days)
  • Copy of approved name search (Form 2)
  • Copy of newspaper advertisement on the same
 7 days 12,500 (National PBO)

27,200 (International PBO)
Replacement of Lost Certificate
  • Application letter on the same signed by 3 top Officials
  • Police Abstract on loss of certificate
  • Minutes of meeting proposing replacement
  • Copy of newspaper advertisement informing the general public of the loss
 7 days 10,000
Recommendation Letters to Donors or any other Person/organization Request letter stating reasons 1 day Free
Recommendation for Duty & VAT Exemptions Request letter 1 day Free
Expansion of operations to other counties
  • Request letter stating reasons
  • Project progress report
 1 day Free
Recommendation for Work Permit/Special Pass
  • Request letter
  • Duly filled endorsement Form
  • Detailed CV & testimonials of applicant employee
  • Letter of appointment/contract
  • Proof of advertisement of the job/post and recruitment
  • Police clearance certificate
 30 days 16,000 – Special Pass

20,000 – Work Permit
File Search Request Letter stating the PBO, information required and reasons 1 day 4,000
Copy of Documents Request Letter stating reasons 15 minutes 1,000 per folio (less than 10 folios)

10,000 (if folios exceed 10)
Annual Reports (Returns)
  • Cover letter
  • Duly filled Form 14
  • Audited accounts (for PBOs with receipts of more than Kshs. 1 Million for the year under review)
  • To be submitted within 6 months of the end of PBO’s financial year
 15 minutes to receive acknowledgement letters
2 days to analyze		 2,000
Change of Financial Year
  • Notification letter stating reasons
  • Minutes authorizing the same, signed by a top official
 1 day Free
Dissolution
  • Application letter signed by 3 top officials
  • Copy of Minutes authorizing the dissolution
  • Copy of the newspaper advertisement on the intended action
  • Evidence of receipt of employee terminal dues
  • Inventory of NGO assets and plan of their transfer to another NGO
  • Surrender original Certificate of Registration
 21 days 2,000
PBO Re-instatement
  • Request letter
  • Minutes signed by all top officials at de-registration
  • Submit outstanding returns filing fee at de-registration
  • Surrender the old Certificate of Registration
 7 days 25,000 penalty for no returns

11,000 for new certificate

2,000 filing fee per year defaulted
 
 

Huduma za Kabla ya Kusajiliwa
Muhtasari na Ada
Huduma Yanayohitajika Muda wa Majibu Ada ya Usindikaji (Ksh.)
Jina la Shirika
  • Fomu 2 iliyojazwa kikamilifu ya Kuhifadhi Jina
 Siku 1 1,000
Katiba ya Mfano Pakua kutoka kwenye Tovuti ya Mamlaka www.pbora.go.ke Wakati inahitajika Bure
Kusajiliwa
  • Barua ya maombi ya kusajiliwa
  • Nakala za Vitambulisho/Pasipoti na PIN za KRA za kila mmoja wa Maafisa 5 waliopendekezwa
  • Fomu 1 na 3 zilizojazwa kikamilifu na Fomu 2 iliyoidhinishwa
  • Picha mbili za pasipoti za rangi za hivi karibuni zenye asili nyeupe (2x2 Inches) za maafisa 5 waliopendekezwa (Andika majina)
  • Cheti cha Polisi cha Hivi Karibuni kwa Wakenya au cheti kilichothibitishwa kwa wageni kutoka nchi zao
  • Katiba mbili zilizotiwa saini kikamilifu (maafisa 3 wa juu na wanachama wengine 2 wa bodi wasaini ukurasa wa utekelezaji, na mmoja kati ya wa juu 3 asaini kwenye kurasa zote)
  • Kumbukumbu za mkutano zilizoidhinisha maombi ya usajili (jumuisha uchaguzi wa maafisa wa muda katika ajenda) zikiwa zimesainiwa na maafisa wote wa juu
  • Bajeti ya mwaka mmoja inayopendekezwa
 Siku 60 16,000 – (PBO ya Kitaifa)
30,000 – (PBO ya Kimataifa)
Kukiri Faili ikiwa sawa Siku 1 Bure
Kutoa Cheti Masuala yote yaliyosalia kushughulikiwa Dakika 30 Bure
Huduma za Baada ya Kusajiliwa
Mchakato na Muda
Huduma Yanayohitajika Muda wa Majibu Ada ya Usindikaji (Ksh.)
Pendekezo la Benki
  • Barua ya maombi (ikieleza benki, tawi na wanaosaini)
  • Kumbukumbu za mkutano zilizoidhinisha kufungua akaunti na kutiwa saini na maafisa 3 wa juu – kuwasilishwa ndani ya siku 14 kutoka siku ya mkutano
  • Angalau mwanabodi mmoja awe ni mweka saini
 Siku 1 4,000
Mabadiliko ya Maafisa
  • Barua ya maombi
  • Fomu 13 iliyojazwa kikamilifu (ya waliotoka na wanaoingia)
  • Fomu 3 iliyojazwa kikamilifu na maafisa wapya
  • Picha mbili za pasipoti za kila afisa mpya
  • Nakala ya Kitambulisho/Pasipoti ya kila afisa mpya
  • Kumbukumbu za mkutano zilizoidhinisha mabadiliko (kuwasilishwa ndani ya siku 14)
  • Ushahidi wa kifo ikiwa mabadiliko ni kutokana na kifo
 Siku 14 4,000
Kubadilisha Anuani Fomu 4 iliyojazwa na kumbukumbu za mkutano uliopendekeza mabadiliko Siku 1 Bure
Marekebisho ya Katiba ya PBO
  • Barua ya maombi kwa Mkurugenzi Mkuu kuomba idhini
  • Kumbukumbu za mkutano uliopendekeza mabadiliko (zilisainiwa na maafisa 3 wa juu)
  • Katiba mbili mpya zilizoangaziwa sehemu zinazobadilishwa na kutiwa saini na maafisa 5 wa juu kuwasilishwa ndani ya siku 14 kutoka siku ya mkutano
 Siku 7 4,000
Uthibitisho wa Hati (Nakala ya Cheti/Katiba) Barua ya maombi Siku 1 3,000
Kubadilisha Jina
  • Barua ya maombi ya idhini ikieleza mabadiliko yanayopendekezwa na sababu, ikisainiwa na maafisa 3 wa juu
  • Fomu 16 iliyojazwa kikamilifu
  • Kumbukumbu za mkutano uliopendekeza mabadiliko (kuwasilishwa ndani ya siku 14)
  • Nakala ya matokeo ya utafutaji jina (Fomu 2)
  • Nakala ya tangazo katika gazeti kuhusu mabadiliko hayo
 Siku 7 12,500 (PBO ya Kitaifa)

27,200 (PBO ya Kimataifa)
Kubadilisha Cheti Kilichopotea
  • Barua ya maombi ikisainiwa na maafisa 3 wa juu
  • Abstract ya Polisi kuhusu upotevu
  • Kumbukumbu za mkutano uliopendekeza kubadilisha cheti
  • Tangazo kwenye gazeti kufahamisha umma kuhusu upotevu
 Siku 7 10,000
Pendekezo kwa Wafadhili au Shirika Lingine Barua ya maombi ikieleza sababu Siku 1 Bure
Pendekezo la Msamaha wa Ushuru Barua ya maombi Siku 1 Bure
Upanuzi wa Shughuli kwa Kaunti Nyingine
  • Barua ya maombi ikieleza sababu
  • Ripoti ya maendeleo ya mradi
 Siku 1 Bure
Pendekezo la Kibali cha Kazi/Kibali Maalum
  • Barua ya maombi
  • Fomu ya idhini iliyojazwa
  • CV na vyeti vya mwombaji
  • Barua ya ajira au mkataba
  • Ushahidi wa tangazo la kazi na mchakato wa kuajiri
  • Cheti cha Polisi cha tabia njema
 Siku 30 16,000 – Kibali Maalum

20,000 – Kibali cha Kazi
Utaftaji wa Faili Barua ya maombi ikieleza jina la PBO, taarifa inayohitajika na sababu Siku 1 4,000
Nakala za Hati Barua ya maombi ikieleza sababu Dakika 15 1,000 kwa nakala (chini ya 10)

10,000 (ikiwa zaidi ya 10)
Ripoti za Mwaka
  • Barua ya maombi
  • Fomu 14 iliyojazwa
  • Akaunti zilizokaguliwa (kwa PBO zenye mapato zaidi ya 1M kwa mwaka husika)
  • Kuwasilishwa ndani ya miezi 6 tangu mwisho wa mwaka wa kifedha
 Dakika 15 kupokea barua ya kukiri
Siku 2 kuchambua		 2,000
Mabadiliko ya Mwaka wa Fedha
  • Barua ya notisi ikieleza sababu
  • Kumbukumbu zilizosainiwa na afisa mkuu
 Siku 1 Bure
Kuvunjwa kwa Shirika
  • Barua ya maombi iliyosainiwa na maafisa 3 wa juu
  • Kumbukumbu za mkutano zilizoidhinisha kuvunjwa
  • Tangazo kwenye gazeti kuhusu kuvunjwa
  • Ushahidi wa malipo ya mafao kwa wafanyakazi
  • Orodha ya mali na mpango wa uhamisho
  • Kukabidhi Cheti asilia cha Usajili
 Siku 21 2,000
Kusajiliwa Tena kwa PBO
  • Barua ya maombi
  • Kumbukumbu zilizosainiwa na maafisa wote wa juu wakati wa kufutwa
  • Kuwasilisha ada zilizobaki na ada ya kufungua faili
  • Kukabidhi Cheti cha zamani cha Usajili
 Siku 7 25,000 faini kwa kutowasilisha ripoti

11,000 kwa cheti kipya

2,000 ada ya kila mwaka iliyokosa kulipwa