EAC Customer Service Charter

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This service charter is a public commitment by EAC to deliver high quality services to our customers and stakeholders. This service charter sets out to define and enlighten our stakeholders on who we are, our mandate, our core functions and the service standards you can expect when you deal with us.

This charter describes the standard of service that customers can expect from the EAC, members of staff and her contractors. It is based on activities, policies, set standards and guidelines already in place within the organization. It also aims at providing customers with a clear description of roles and responsibilities as they apply to customer service activities and also sets out some baseline service targets for the Institution.

This charter will be amended and reviewed regularly taking into account our stakeholders suggestions and findings on surveys and new changes within the corporation and operating environment. Continuous assessment and monitoring of our performance will be carried out and reported in our annual reports.

A: OUR COMMITMENTS

We commit ourselves to:

1. Increase awareness in accordance to the EAC strategic plan;
2. Create meaningful win-win partnerships with our stakeholders and customers;
3. Ensure quality and timely service delivery to our customers / suppliers / clients;
4. Understand our mandate and meet promises made by the organization;
5. Attend to our customers / clients promptly;
6. Communicate with the customers courteously, positively, honestly and genuinely;
7. Amicably resolve customer complaints and respond effectively to their queries and dissatisfaction by our services;
8. Meet and exceed our customer / clients expectations;
9. Be free, fair and transparent in all our practices and to all.

B: CUSTOMER RELATIONS MANAGEMENT

The EAC customer care will among other issues coordinate orders, expedite supplier payments, answer customer / supplier queries, and handle customer complaints.

1. Service commitment

Our commitment to excellence is underpinned by observing and upholding our core values of EAC; namely our Professionalism, accountability, transparency, teamwork, unity in diversity and allegiance to EAC ideals. In all endeavours, this commitment is critical to achieving the departmental plans, in particular and the overall strategic goals of EAC in general.

2. We aim to:

1. Increase customer / supplier satisfaction in on-time payment and response to complaints.
2. Build lasting win-win partnerships.

3. Service standards

We endeavor to provide first class service in all our business processes in order to deliver optimal value to all our customers. Specific areas of performance are outlined below:

1. Information - timely and accurate information.
2. Impartiality - objectivity in sourcing of our suppliers and service providers.
3. Courtesy - courteous, considerate and non-discriminatory treatment.
4. Identification - customers / suppliers / service providers have the right to demand official identification of our staff.
5. Responsiveness - telephone calls are responded to on the third ring, while emails, letters or faxes are responded to within reasonable time not exceeding 72 hours from the date of receipt of communication.
6. Accessibility - daily hours of operation are 8:00 am to 5:00 pm Monday to Friday, with the exception of approved public holidays. There is a one and half hours lunch break between 1:00pm to 2:30 pm. Working hours may be adjusted due to system / power outages, emergency situations or disaster.
7. Compliance - compliance to laid down guidelines, rules and regulations may be spelt out.

4. Delivery delays

Late deliveries for goods or services contracted by EAC will automatically expire after 60 calendar days from the Order issue unless otherwise varied.

5. Terms of Payment

A supplier will be paid thirty (30) days after submission of a tax invoice and other related documents necessary to effect payment.

C: CUSTOMER COMPLAINTS

We believe that the best way to solve a complaint and to achieve customer satisfaction is to deal with the issue at the point of initial contact.

Initial complaints should be addressed to the office that dealt with you originally.

We will issue a full response to your complaint within seven (7) working days of receiving it, and if it is delayed, we will inform you why, and let you know when you can expect a full response.

In case of non-response or inadequate response, you may then lodge an appeal with:

The Director
HR and Administration
P.O. Box 1096
Arusha, United Republic of Tanzania
Tel: +255 (0)27 216 2100
Fax: +255 (0)27 216 2190
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

In case your complaint is not adequately addressed by the Director HR and Administration, the appeal should be lodged with:

The Deputy Secretary-General
HR, Finance and Administration
P.O. Box 1096
Arusha, United Republic of Tanzania
Tel: +255 (0)27 216 2100
Fax: +255 (0)27 216 2190
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

If you are not satisfied with the response from the above two levels, then you may further lodge the complaint with:

The Secretary-General
P.O. Box 1096
Arusha, United Republic of Tanzania
Tel: +255 (0)27 216 2100
Fax: +255 (0)27 216 2190
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

If you wish to appeal against a decision made by EAC, please inform us formally in writing and we will review the decision.

D: PERSONAL VISITS TO OUR OFFICES

We will always welcome our valued customers / clients to a tidy, clean and friendly environment and always give them a quick and efficient service.

1. When you visit our offices expect a prompt, polite and courteous staff who will ask you how we can help you.
2. If you visit us without an appointment, we will try to see you within 15 minutes in emergency cases.
3. If you have an appointment, we aim to see you within 15 minutes of your appointed time.
4. We will be clear and helpful in our dealing with you, giving you reasons for our decisions.

E: ADDITIONAL COURTESIES

EAC will:

1. Treat you in a professional and respectful manner in all our dealings with you.
2. Treat you fairly and impartially, irrespective of your religious beliefs gender political opinion, race, age, marital status or any other factor.
3. Have staff who are fully trained to carry out their duties effectively and efficiently.
4. Ensure appropriate confidentiality in all our dealings.
5. Ensure accuracy and quality in the delivery of our services.
6. Consult customers regularly and take account of their comments through surveys.
7. Aim to continuously improve our services for the benefit of our customers.
8. All staff will have email signatures for easy and timely communication.
9. The Charter will be accessible to all in our EAC website - www.eac.int

F: CUSTOMERS’ RIGHTS

As our client you have the right to:

1. Information - it’s your right to request for complete, accurate and timely information on our services.
2. Services - you have the right to require quality services in a timely manner, have access to our facilities and information without offering inducements by way of gifts and other offers to staff, or to solicit the same in return for services.
3. Review and enquires - you have the right to review our procedures and make appeals where necessary as well as make enquiries at any time in regard to our tendering systems, payments etc.
4. Courtesy - it’s your right to be treated politely and with courtesy.
5. Identification - you have the right to request for identity of the officer serving you.
6. Payments - you have the right to demand your payments for your goods delivered or services rendered in accordance to terms of agreements.
7. Lodge complaints - it’s your right to file a complaint in writing to the SG by regular mail, fax or email in regard to our services. You may report any cases of corruption to our Internal Audit or SG.

How Can You Help?

You can help us to serve you better by:

1. Ensuring you are acquainted with our service charter.
2. Providing necessary information and relevant documents when seeking services, making an inquiry or complaints as may be required.
3. Referring to previous correspondences to help us respond to you promptly.
4. Observing and respecting our procedures, rules and regulations.
5. Being courteous and respective to EAC staff assisting you.
6. Providing feedback on the quality of our services to challenge us to improve our service delivery.

G: SUGGESTIONS

We shall aim to continue improving our service delivery and will appreciate feedback from you on our performance. We believe that constructive engagement with our clients will help us improve our service delivery.

If you have any suggestions / remarks / comments about our service, we encourage you to complete a questionnaire that is available on our website and at EAC Reception for this purpose, which can be deposited in our suggestion box at EAC Reception or send by email to This email address is being protected from spambots. You need JavaScript enabled to view it..

H: CUSTOMER RESPONSIBILITY

Clients are obliged to:

1. Treat staff with courtesy and respect.
2. Attend scheduled meetings punctually.
3. Provide accurate and timely information to facilitate proper provision of services.
4. Abide by any legal requirements and other obligations that customers are to meet in order to be eligible for payments or services sought.
5. Access EAC premises in accordance with EAC requirements.

I: INFORMATION ON EAC

You can access information on EAC programmes, projects and activities online through our website: www.eac.int or through the EAC Corporate Communications office

Visiting the EAC Headquarters

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Visits to the EAC during COVID-19

Due to the global COVID-19 outbreak, our study visits are currently suspended. We build on your understanding and apologize for any inconvenience.

Please contact us for more information on the study visits for future booking requests. We hope to have you visitng the EAC Headquarters soon and are looking forward to sharing our experiences with you.

The East African Community invites members of the public to its Headquarters in Arusha, Tanzania, with a view to raising public awareness of its structures, the way it works and the nature of its work.

Some practical information regarding visits is given below:

Individual and Group Visits

The East African Community Secretariat, East African Court of Justice (EACJ) and the East African Legislative Assembly (EALA) welcome individual or group visits. Groups must comprise at least three persons and, due to the capacity to host, not more than 50 persons.

In the interest of public order, under-five-year-olds are NOT allowed in the visit.

Primary and Secondary School Students are required to be in their Official School Uniform during the visit.

We also recommend reading the rules related to visits to the EAC Headquarters (below).

What does a visit consist of?

The visit consists of a talk (1 hour) on the mandate, structure and the activities of the Community: the Secretariat, the East African Court of Justice (EACJ) and the East African Legislative Assembly (EALA) and a tour of the Headquarters (15mins).

Visitors may beforehand or afterwards, where possible, attend a hearing or a plenary session according to the Court’s or the Assembly’s schedule respectively.

The Community’s working language is English while Kiswahili is the Lingua Franca.

Visiting times:

• Wednesday to Friday: 1000 - 1230Hrs (for Individual visits); and,
• Wednesday to Friday: 1500 - 1700Hrs (for Group visits)

Please note that the Corporate Communications and Public Affairs Department will not organize any visits between 15th December and 10th January.

In addition to the dates stated above, refer to the list of official EAC Public Holidays during which visits shall not be organized.

How to apply

Application:

Visitors are requested to fill in the appropriate application form, either for an individual visit (Visit Application Form - Individual) or a group visit (Visit Application Form - Group).

Group visit application forms MUST indicate the number of  visitors in the group as well as the name and function of the person-in-charge.

Applications forms should submited least fourteen (14) working days in advance for groups and seven (7) working days in advance for individual visits.

Confirmation:

The Corporate Communication and Public Affairs Department will confirm the date of your visit or propose another date, which you must confirm by return of email or fax. (If confirmation is not received within the allotted time, the visit will be cancelled). You will be sent the programme for your visit and final confirmation.

The Final Confirmation will also be used as your gate pass through the main entrance into the EAC Headquarters.

Minor changes to group numbers may be made up to three working days before the visit. Any such changes must be notified to the Department by email or fax.

Cancellation:

Organising a visit requires a considerable effort on the part of the various Organs of the Community. In the event you are obliged to cancel your visit, you are kindly requested to inform the Corporate Communication and Public Affairs Department as early as possible.

On arrival

A representative of the Corporate Communication and Public Affairs Department will meet you at the security desk of the Headquarters. On entering the EAC Headquarters, all visitors must go through a security check and present valid personal identification (either passport, identity card or driving license) to the security officer, who will be in possession of a list of visitors, before passing through an electronic gateway.

Visitors are asked to be punctual and to observe the visit schedule. Late arrival may lead to long delays or cancellation of all or part of the visit.

In the interest of security, visitors are allowed access to public areas of the building only, and the itinerary planned for the visit. We would ask visitors to stay in their group and to follow the instructions of their guide.

While in the premises of the EAC Headquarters, all visitors are required to respect the rules of behaviour and must observe the set Security Regulations.

As a reminder, students visiting the EAC headquarters are required to be in their Official School Uniform.

Public holidays observed by the EAC

1 January New Year’s Day

26 April Union Day, United Republic of Tanzania

30 June Independence Day, Democratic Republic of Congo

1 July Independence Day, Republic of Burundi and Republic of Rwanda

9 July Independence Day, Republic of South Sudan

9 October Independence Day, Republic of Uganda

30 November EAC Day

12 December Jamuhuri (Independence) Day, Republic of Kenya

25 December Christmas Day

26 December Boxing Day

Good Friday

Easter Sunday

Eid al-Fitr (End of Ramadan)

Eid al-Adha (Feast of the Sacrifice)

* Note: Eid al-Fitr (end of Ramdhan) and Eid al-Adha (Feast of the Sacrifice) festivals are determined by local sightings of various phases of the moon and are, upon confirmation, declared public holidays in the EAC Partner States.

How to get to the EAC Headquarters

Visitors Main Entrance
EAC Close
Off Afrika Mashariki Road
Tel: +255 (0)27 216 2100
Arusha, United Republic of Tanzania

Further Information

For any further information do not hesitate to write to This email address is being protected from spambots. You need JavaScript enabled to view it.