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+256 299 908 691
- Plot 4 | Jinja Road, Social Security House, 3rd Floor, Northern Wing
- 8AM-5PM
+256 299 908 691
At Karibu Microfinance Limited delivering excellent customer service is at the heart of core existence as
we believe that our customers are central to the business we do.
Our Customer Service Charter sets out our commitment to provide you with quality services, your rights
and entitlements, our rights as a financial institution as well as the promises by which to measure, expect
and demand quality service.
This Service Charter provides our employees with clear standards to strive for in service excellence and to
achieve our Vision and Values.
Karibu Microfinance Limited is a regulated non deposit taking financial institution mandated to carry out
the business of microfinance within the meaning of the Tier4 Microfinance Institutions and Money
Lenders Act, 2016 and by the Laws of Uganda.
To provide Customer Centric Financial Services that help make lives better and sustainable
Leading Financial Institution in Uganda. It means Accessibility, and Affordability
Promoting financial inclusion through empowering women and youth
-Act openly and transparently
-Explain our services and deliverables to you
-Demonstrate technical and professional competence in providing the services
-Engage you in the process of serving you at all stages of that service
-Demonstrate a high level of confidentiality in executing their roles and responsibilities.
At every stage of the process will treat our customers with respect and courtesy and will at all times endeavor to treat them in accordance with our core values.
We will provide a welcoming environment and will as much as possible provide information that is clear and easy to understand
We commit to providing you timely assistance and feedback. We commit to prompt notification about changes in our products and services, as well as our service delivery channels, systems and processes. We will continually look to improve the service we offer and listen to the feedback you provide in the shortest time possible.
We shall constantly innovate and re-invent solutions to ensure you transact with us with ease.
We shall adhere to sound business practices and at all times be answerable for the actions and inactions of our team. We also commit to be realistic about what we can do and what we cannot do and in what time frames.
At KML, we strive for excellent customer service and satisfaction. We will measure and improve the quality
of our service by:
▪ Conducting annual “Customer Satisfaction” surveys.
▪ Reviewing feedback from you and creating measures for service improvement
▪ Implementing quality training and professional coaching for our staff as well as offering refresher
trainings.
▪ Using key performance indicators in our corporate business planning
▪ Using effective internal systems and reporting systems for measurement and evaluation of our
performance
▪ Recognize our staff for customer service delivery excellence and offer incentives to outstanding
performers.
You can help us meet our commitments to you by:
▪ Treating our staff with courtesy and respect
▪ Providing truthful and accurate information in a timely manner
▪ Engage in the processes at all stages
▪ Abide by the stipulated legal requirements and other obligations that customers must meet
according to the laws, rules and regulations of Uganda.
▪ Letting us know of any changes in your life that may affect your partnership with us
▪ Helping us recognize our employees by telling us when you have received excellent customer
service
▪ Provide feedback. We would like to hear from you.
▪ Report unethical or fraudulent practices, errors or any observed compromise to personal
information.
▪ Speak up and report cases of misconduct or malpractice by our staff members to Us, and then to
the regulator if dissatisfied with our resolution
If you, as a user of our services, consistently fail to meet your responsibilities to us as stipulated under this
charter, we reserve the right to place restrictions on your access to our services
▪ We shall always be courteous and professional when receiving calls.
▪ We will endeavor to answer your call promptly.
▪ We will respond to your call with the name of the organization; Karibu Microfinance Ltd, an
agreed slogan, the name of the receiver and work area or department where necessary.
▪ When you call and request for information, we will provide accurate and concise information to
you as per your call request.
▪ When we call you, we will provide you with our name, name of the organization and work area,
and tell you in a clear and concise manner the reason why we are calling.
▪ When you call and we are not sure about what to say, we shall always request you to give us
time to consult and shall get back to you immediately after the consultation.
▪ We will politely return all missed calls within one (1) working day to ensure that the intended
communication is received.
▪ We will take personal responsibly for, and ownership of, your enquiry to reduce transferred calls
and waiting time for feedback.
▪ When you call to request for an appointment, we shall contact you within 12 hours to arrange
and confirm the appointment and shall communicate the availability of it.
We will write to you in clear, concise language that is easily understood. We will acknowledge email received emails within one (1) working day and provide you with a
likely timeframe for our full response. We will respond to your request of information about our services and products as well as all
general enquiries within 24 hours of receiving your request. We will respond to your letter or email of general correspondences within 2 working days ofreceipt of this email or letter. We will identify ourselves and provide contact details in our written correspondence If you make any enquiry in writing that requires a long follow up period, in-depth research and
consultations by management, we will acknowledge receipt of your correspondence and where
possible provide an expected completion date and details of the employee responsible for the
response. We will use out-of-office E-mail messages when away from office, and provide you with
alternative contact details.
Via the internet, social media and web based
In delivering our service, we will; Be neatly dressed, well poised and presentable Greet you with a smile Introduce ourselves by name and service or work unit Listen to you and discuss your requirements fully Provide you with up to date information on our products and services Advise you in advance about any unexpected delays in attending to you. Also; our office space will be clean, ambient and comfortable for your business partnership with
us. We shall at all times endeavor to satisfy your request at the time of your visit. You can expect availability of our staff and services from 8:00 am to 5:00 pm every Monday to
Friday..
We will maintain our website with relevant and up to date information that is easily understood
and accessible.
▪ We will respond to enquiries and posts on our social media platforms in a timely and professional
manner.
▪ We will keep up to date with online services and customer engagement tools and trends.
▪ We will continuously review our web-based and social media platforms to further engage and
connect with our clientele and provide additional online self service facilities and tools as and
when need arises.
We are committed to serving you with excellence and your satisfaction is our priority. We welcome your
feedback on our services. In the even that you have a suggestion, feel free to contact:
The Resident Director
Karibu Microfinance Limited
Plot 4, Jinja Road, Social Security House
P.O Box 16713
Tel:, +256 200 908 691 / 0752-648063 /0704-809857
Facebook://Karibu Microfinance
Twitter: @micro_karibu
WhatsApp: +256 741 088 491
Email: microfinance.karibu@gmail.com
We are a Microfinance Institution that is focused on partnering with Women and Youth led SMEs in Agri-Business and other enterprises that focus on employing youth and women in Uganda.
©2022 Karibu | All Rights Reserved.