ASILI SACCO SOCIETY
CUSTOMER SERVICE CHARTER
OUR VISION: TO BE THE PREFFERD SACCO IN PROVISION OF QUALITY SERVICE AND SHARE HOLDERS BENEFIT
Customer Service Charter
Our customer service charter sets out the standards of service you should expect from us.
We want to provide you with the best possible service in a caring and efficient way.
The charter sets out response policy for contact with us by telephone, email or in person
It also gives guidance on how Asili SACCO staff are expected to behave and how we receive and deal with complaints and praise
OUR PLEDGE TO YOU:
1.We are committed to offering you excellent service with honesty, transparency, responsiveness and fairness.
2.We commit our selves to:
3.Our services are free, and we up hold the ethics in a corruption free environment
4.We will provide you with clear information about our services and products.
5.In the event of experiencing any difficulties in obtaining services, please ask to see the Public Relations Officer.
Courtesy and consideration
Helping us serve you better
Upon receipt of your application for admission, the Society will acknowledge your application and advise you within two (2) days.
Upon admission shares, BBF and the membership fee deductions from your salary will be effected the same or following month depending on the circumstances. Bm members to pay cash upon application for membership.
Upon admission, you will be provided with a copy of the society By-laws at a cost of Kshs. 100/-
The Society‘s membership requirements are:-
Old member rejoining KShs.1,500/= as rejoining fees.
- Salary in advance (salary cheques must pass through FOSA)
- Salary Advance
- FOSA clearance
- Salary processing
- Bankers cheques
- Must operate an A/c with FOSA
- Monthly salary must be going through FOSA
- Repayment period is up to 24 months
- Net salary must cover loan repayment and interest and leave a balance of Kshs. 2000/-
- Interest rate 1.5 % P.m
Holiday Savings Account - 12 months maturity.
6% interest per annum
Asili Super Saver Account - Minimum opening balance – KShs.10,000/=
Interest 8% per annum
Fixed Deposit - Minimum deposit – KShs.20,000/=.
- Minimum period - 3 months
- Interest at 6% special per annum. Other rates can be
- negotiated depending on the amount.
Medical Scheme - Without withdrawal for 12 months but in case of illness
cheque to be written to hospital
- Interest 6% per annum
Asili cheque encashment - 3% or KShs.300/= whichever is higher
ATM - KShs.30/= per withdrawal
- Frequent withdrawals
- Maximum withdrawal – KShs.20,000/=
Cheque clearance - Internal cheque – immediately at KShs.150/=
- External cheque – four working days
Loan clearance - For Asili SACCO members
- At 15% for FOSA A/C Holders and 20% for Non A/C Holders and dormant Accounts
Baraka Savings Account - ID of the parents
- Birth certificate of the child
- Minimum balance – KShs.1,000/=
Education Savings Scheme - Not withdrawable for 12 months
- Interest determined from time to time – 6%
- Free bankers cheque
- Cheque clearance – KShs.150/=
- Pre-mature clearance – KShs.500/=(effects not cleared (withdrawals)
FOSA Mwananchi Accounts – Group Account – requirements
- Registration certificate of the group
- Minutes resolving to open an Account with FOSA
- Photocopies of I.Ds of the office bearers (signatories)
- Two photographs, passport size of each office bearer.
- Minimum opening balance – KShs.5,000/=.
- Banking should be regular atleast weekly
- Normal withdrawal once a week
- Seven (7) days notice for withdrawal over KShs.250,000/=
- Interest earning balance – KShs.10,000/=
- Interest will be determined from time to time
- Minimum operating balance – KShs.1,000/=
KShs.50/= per withdrawal per week
Frequent withdrawal – additional KShs.50/=
A/C closing – KShs.300/=
Withdrawal without notice – KShs.500/=
Ledger fee of KShs.50/= per month
You are entitled to complain against any of our officers if, while dealing with you, you feel dissatisfied. In this respect our Public Relations Officer under takes to handle all your complaints.
Your beneficiary or nominee is entitled to receive double your savings upon your demise while still a member; and all loans outstanding shall be off set by the insurance Company. Such dues shall be paid within a period of thirty (30) days upon receipt of all relevant documents.
You have a right to withdraw from the society subject to meeting the conditions set out in the society’s By Laws. i.e.
Swift withdrawal- Paid within seven (7) days at a fee of 10% of the total deposits
Normal withdrawal- paid after Sixty (60) days
Share/ Deposits contribution
You shall make consistent monthly share/ deposits contribution
It is your duty to repay the loan obtained consistently and to inform the society in writing when the loan is not being recovered until the full amount is repaid.
As a guarantor, you will be required to repay any defaulted loan guaranteed by you in full jointly and severally on a prorate basis.
You have a right to guarantee and to be guaranteed for a loan
Dividend / Interest
You are entitled to receive Dividend/interest on your shares when declared
You are entitled to a refund of any erroneous deductions from your salary within one day after complaint is launched
You have a right to attend Branch General Meetings. Members education days and to participate therein.
You have a right to vote and contest any elective office within your branch in pursuant to our By-laws.
Upon receipt of your correspondence, we undertake to acknowledge it immediately.
Upon receipt of your application for an emergency loan, school fees it will be processed if in cash the same day and if Posta pay within three (3) days.
Upon receipt of your normal application/development loans it will be processed and paid to you according to your preferred mode of payment by the 15th of the following month i.e. cheque or Electronics Funds Transfer (EFT).
Comments, complaints and suggestions;
We are always happy to receive feedback from our customers on services we provide. Please complete our evaluation form.
You can make comments, suggestions, complaints or compliments in English or Kiswahili through our website: http//:www.asilisacco.coop
You can telephone our Feedback Line
You can post written feedback or complaints to the
Chief Executive Officer
Asili Co-op. Centre
Lower Ngara Road
Opposite Arya Boys
P.O. Box 49064 – 00100
Web site: http://www.asilisacco.coop
ASILI our SACCO our FUTURE!!!