Service Charter
Our Mandate
To project, promote, protect and articulate Kenya’s interests in the countries of accreditation and amongst the international organisations based in the host countries.
Our Vision
A responsive World-Class Mission embracing effective diplomacy through a strengthened rule-based multilateral and bilateral system.
Our Mission
To advance and safeguard Kenya’s strategic interests in support of sustainable growth and development through effective diplomatic engagement at the bilateral and multilateral levels
Our Core Values
Professionalism, Responsiveness, Team Spirit, Dynamism, Discipline, Patriotism, Integrity, Honesty, Dignity, Equity, Accountability and Transparency, Commitment.
Our Core Functions
- Protection of Kenya’s interests in the countries of accreditation and international organisations
- Promoting economic, tourism, trade and bilateral matters
- Safeguarding interests of Kenyans in the countries of accreditation
- Consular services
- Protocol matters
Our Customers
- The people and Government of Kenya
- The Government and people of the host countries
- International organisations based in the countries of accreditation
- Kenyans living in the countries of accreditation
- Companies, Non-Governmental Organisations and individual persons both in the countries of accreditation and in Kenya
- Foreign Missions based in the countries of accreditation
Our Service Standards
We are committed to the delivery of efficient and quality service:-
Contact by telephone
- When you contact us by phone, we shall be courteous and helpful at all times
- Answer your questions in full or if unable, take details and call you later within a reasonable time
- Return telephone messages promptly
Written correspondence/fax/e-mail
- Respond to you in a clear manner with accurate information
- Ensure you receive a full reply within one week. If not, offer an explanation and when to expect the reply
- Respond to e-mail queries substantially
Visits
Customers visiting the Embassy will be:-
- Treated courteously and in confidence
- Met at the agreed time of the appointment
Customer Obligations
To help us provide you with quality service, we need you to:
- Be punctual at all times of appointment;
- Exercise integrity and commitment to work ethics;
- Treat staff with respect and courtesy;
- Be open-minded and sincere in your engagements
- Respect the rules and regulations of the Embassy
- Be accurate and responsible at all times
Public Holidays
- New Year Day- 1st January
- Easter Friday and Easter Monday- Date varies
- Labour Day- 1st May
- Madaraka Day-1st June
- Mashujaa Day-20th October
- Independence Day – 12th December
- Christmas Day – 25th December
- Boxing Day – 26th December
Complaints, Feedback & Suggestions
The Embassy appreciates complaints, feedback and suggestions as this provides a platform for making improvements and solid contributions to our vision and mission.