CUSTOMER service charter Customer Service Charter.pdf · This Service Charter is one way in which...

CUSTOMER service charterputting you first.

a better future.

2 | Customer Service Charter

Foreword Dear Esteemed Customers,

It is with great pleasure that we present the National Social Security Fund’sCustomer Service Charter, which re-affirms our commitment to provide high quality services to our customers.

An important feature in this charter is the introduction of the Call Centre and the electronic channels through which you can access our services at your convenience.

We aim to provide each of you with personalised attention that will create amemorable experience at every encounter.

This Service Charter is one way in which we can be directly accountable to all our customers. It sets a benchmark against which our promise and customers’ experience can be measured. We will always aspire to exceed our customers’ expectations.

We are committed to great customer service and are looking forward to serving you always.

Richard ByarugabaMANAGING DIRECTOR

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ObjecObjectives of the Charter

To communicate to our customers the service standards we have set as well as declare our total commitment to better service delivery.

To empower our customers to demand timely and quality services at all touch points.

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VISION To be the Social Security Provider of Choice.01

Our Vision

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Our MissionTo secure a better life for our growing membership by providing quality products, great customer service and offering

competitive returns in a transparent and efficient environment.

MISSIO


We promise to continuously collaborate with stakeholders to discover and apply safer, better, faster and more cost-efficient ways to provide services that our customers value.

We are committed to developing and maintaining healthy internal relations that harnesses respect, positive attitude and open mindedness in order to meet the demands of our customers.

Efficiency TEAMWORK

We are a robust organization that is always looking for new ways of delivering value to our members.

INNOVATION

We commit to be ethical and honest to inspire trust by matching our words to our actions.

INTERGRITY

We are committed to achieving higher levels of customer satisfaction through continuous improvement in our services.

CUSTOMER CENTRIC

OurCoreValues

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Our standardsof serviceWe shall always endeavor to deliver the highest quality of service by observing the following:


Verbal Communication• We shall always keep eye contact while communicating to our customers in a warm, friendly, clear, simple and audible tone.

Dress: •We shall maintain a professional appearance in dressing at all times.

Listening:• We shall listen attentively to our customers; we shall not attend to personal telephone calls or engage in non official communication while

attending to customers.Identification:•We shall clearly display our desk name tags and wear identity cards during working hours for easy identification by our customers.

Queues:• We shall serve our customers on a ‘first come first serve’ basis.

Waiting Time:•Customers will not wait for more than 2 minutes before they are attended to. Otherwise, a clear explanation will be availed for the delay.

Reading Materials: •We shall display brochures and other relevant literature at all touch points for easy access by our customers.

Bribes: •We shall not solicit, offer or accept a bribe of any kind, in any form, directly or indirectly while rendering services to our customers

Responding to SMS:•We shall respond to all requests and queries received through SMS within 1 hour

Responding to e-mails: •We shall respond to all e-mails within 24 hours from the time of receipt.

Social Media Requests: •We shall respond to all requests and queries submitted through Facebook and twitter within 6 hours.

Answering telephone calls:• We shall answer all telephone calls within 3 rings. On picking the phone we shall identify ourselves by

mentioning the name of the organization, section or department and the name of the person attending to the call.


Responding to Letters:•We commit to respond to all letters addressed to us by all stakeholders within 7

working days.Member Registration:•We will complete the Member registration process within 15 minutes.

Employer Registration: •We commit to complete the Employer registration process within 20 minutes.

Member bio-data Update: •Requests to update member bio-data will be resolved within 5 working days.

Updating Contributions to Member Accounts: •We shall update members’ accounts within 5 working days upon receipt of the payment.

Members’ and Employer statements of Accounts:•Our members are entitled to access their statements of account regularly. We are committed to helping our members use the service channels

conveniently. We pledge to: » Respond to employer statement request within 5 working days. » Issue statement to members who walk into our officers within 10 minutes » Respond to statement balance request through SMS within 1 hour » Respond to statement request through e-mails within 24 hours.

Payment of Benefits: •We shall process all benefit claims within 15 working days upon receipt of all required documents and avail electronic statement atleast once

a year. We pledge to keep the member regularly updated on the progress during this period. An e - statement will be provided upon request.Queries and Complaints: We promise to resolve and respond to all queries and complaints raised in person, by letter, e-mail, telephone or through the website within 10 working days. In case the query is more complex and requires more time we shall advise the member and set the appropriate deadline for resolution. Contact with our Customers:• We intend to make dealing with The Fund easy, convenient and enjoyable. We shall regularly update clients about their queries by telephone,

e-mail or SMS.


Information to Customers: •We aim to ensure that we effectively communicate with our customers. We will provide information in appropriate languages through the

following channels: »Brochures » Flyers » Personal addresses »Website and e-mails »Radio » Print Media » Television »SMS

Feedback:Feedback is invaluable to The Fund because it enables us to continuously improve services to our members. If you have a query, compliment or suggestion, please let us know by communicating either by telephone, letter, or e-mail to the addresses provided in this Charter. Other tools to generate feedback include:•SuggestionBox:WeshallplaceavisibleandaccessiblesuggestionboxateachofourCustomerServiceCentersandBranchOffices.•CustomerSatisfactionSurvey:Weshallconductacustomersatisfactionsurveyeveryquarter.•Electronic feedback through our channels.

www.nssfug.org /nssfug nssfug 0800286773 TOLL - FREELINE

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Members’ RightsAll Members are entitled to:

Easy and regular access to their statements of accounts.

Professional, courteous and prompt service.

Open channels of communication for responses to all queries relating to membership, contributions and benefits.

Full and undivided attention of the Fund staff when executing business.

Privacy of personal information.

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OurResponsibility

To ensure that all our members’ contributions are received in time and are secure.

To provide timely and quality services to our members at all our touch points.

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We ask you to help us provide ethical and a high standard of service that we have pledged in this Charter. You can do this by:

How you can help us serve you better

Registering with the Fund and keeping your card safely.

Providing accurate, relevant and complete information.

Providing us with feedback and suggestions on how to improve services.

Not offering our staff bribes or any financial inducements.

Treating our staff with courtesy and respect.

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Our Branch offices are open from 9:00 AM to 3:00 PM, Monday - Friday. Our Call Centre is open from 7:00AM to 9:00 PM Monday - Friday and 9:00 AM to 2:00 PM on Saturdays. We observe all National public holidays and any other as may be declared by the Government of the Republic of Uganda.

For more information please contact our Call Centre on 0800286773 toll-free, e-mail: [email protected], website: www.nssfug.org P.O Box 7140 Kampala or visit our Customer Service Centre at Workers House, Ground Floor or any of our Branches listed.

Customer Service CentreWorkers’ house,1st floor, Plot 1 Pilkington RoadP.O Box, 7140, Kampala – UgandaTel: 256-417-331755Toll free 0800286773Fax: 256-41-258646Email:[email protected]: www.nssfug.org

Nakasero BranchGeorgian houseGround Floor, George StreetP.O. Box 7140,Kampala –UgandaTel: 0417-331608 0417-331604

Kireka BranchPlot 108 Kireka, Opp. Namugongo Road Junction P.O Box 7140, Kampala Tel: 0417331826 0417331832

Bugolobi BranchMillenium Plaza Building, Bugolobi, P.O Box, 7140, Kampala – UgandaTel: 0417-331700 0417-331702

Kawempe BranchPlot 150, Bombo Road, KawempeP.O. Box 7140,Kampala –UgandaTel: 0417-331725 0417-331726

Bakuli BranchPlot 341, Bakuli, Hoima RdP.O BOX 7140Kampala – UgandaTel: 0417-331800 0417-331801

Working Hours

Our Contacts


Entebbe BranchPlot. 95 Kampala– Entebbe Rd, Katabi.P.O BOX 7140, Kampala Tel: 0417-331775 0417-331781

Mbale BranchPlot 31, Naboa RoadP.O.Box, 1574Mbale – UgandaTel: 0417-331950 0417-331952

Jinja BranchPlot 2 Main StreetPost Office BuildingP.O.Box 877Jinja – UgandaTel: 0417-331850 0417-331854

Gulu BranchPlot 23, Andrea Olal Road, Opposite. Total, P. O. Box 730, Gulu. Tel: 0417-332125 0417-332126

Fort Portal BranchPlot 24, Kyebambe RdP.O. Box 250,Fort Portal-UgandaTel: 0417-332175 0417-332182

Mbarara BranchPlot 7/9 High Street Next to Bank of BarodaP.O. Box, 719, MbararaTel: 0417-332250 0417-332253

Lira BranchPlot 43 Dr. Obote AvenueP.O. Box 406, Lira-UgandaTel: 0417-332075 0417-332076

Masaka BranchPlot 21, Edward Avenue,P.O. Box 1290, Masaka Tel: 0417-332325 0417-332326

Soroti BranchPlot 58A Gweri roadP.O. Box, 878Soroti-Uganda Tel: 0417-331975 0417-331979

Kabale BranchPlot 143Kabale RoadP.O.Box 203Kabale- UgandaTel: 0417-332300 0417-332301

Arua BranchPlot 59, Weatherhead, Park LaneP.O.Box 418 Arua-UgandaTel: 0417-332100 0417-332101

Masindi BranchPlot 54 Port RoadP.O.Box, 119.

Masindi- UgandaTel: 0417-332050 0417-332053

Hoima BranchPlot 54, Main Street, HoimaP.o Box. 96,Hoima-UgandaTel: 0417-332025 0417-332027

Moroto BranchLia Street MorotoP.O Box 7140, KampalaTel: 0417-332000 0417-3312001

Lugazi BranchPlot 102 B, Jinja Road P.o Box 140, LugaziTel: 0417-331900 0417-331901


14th Floor, Workers House, Plot 1 Pilkington Road, P.O Box 7140 Kampala, Uganda.Tel: 0417 331 888, 0417 331 755 Fax: 0414 258 646 E-mail: [email protected] Website: www.nssfug.org

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