Client Service Charter


UGANDA NATIONAL BUREAU OF STANDARDS CLIENT SERVICE CHARTER, 2017

Vision

To be a leading institution of international repute in provision of sustainable standardization services.

Mission

To provide standards, measurements and conformity assessment services for improved quality of life.

Core values

The UNBS staff and management pledge to provide customer-oriented professional service in a timely manner. In our drive for service excellence, UNBS is guided by the following Core Values;

  1. Professionalism - We are courteous, competent, committed, efficient and dependable in our work. We take responsibility and are accountable for our actions. We are trustworthy.
  2. Integrity - We are morally upright, incorruptible and uphold high ethical code of behaviour. We are decent, honest and do our work with utmost transparency because we are accountable to our stakeholders. We have the inward strength to stick to our values regardless of circumstances.
  3. Customer focus - Our customers are the reason we exist and so we ensure our clients are happy through timely service delivery, respecting their feelings and maintaining the right attitude towards them. When mistakes occur, we accept them and take responsibility by addressing the complaints and providing timely feedback. 
  4. Innovation - We are creative because we need to provide alternative solutions to problems by doing the same things differently and more effectively to maximum outputs using minimum inputs.  We do this to minimise wastage and control costs to cope with changes in the global and business environment. We are visionary that is why we think at all times so as to be ahead of others.
  5. Team work - We believe in working as a team that is why we cooperate, share resources, and work and live in harmony and unity with others with utmost respect and consideration in our diversity. We have empathy for each other and we acknowledge the effects of others. Our strength lies on the strength of each of our individual members.

Standards of Service

We pledge to provide service to our clients professionally efficiently and timely. Below are timelines within which you should expect to deliver our service to you.

Services Offered

Customer Obligation

Time line

User charges UGX

  • Standards Development
  • Standards development through technical committee

 

 

 

  • Request for a standard
  • Providing necessary justifying  data and information
  • Participate in standards development
  • 20 months

 

 

 

 

  • Nil
  • Revision of existing standards

 

  • None
  • 5 years
  • Nil
  • Information on available standards

 

  • Request for information
  • 30 minutes
  • Nil
  • Sale of standards

 

  • Request for an existing standard
  • Pay the required fees
  • 30 minutes

 

  • Depends on the standard requested
  • Testing
  • Factory inspection
  • Inspection of products after request
  •  
  • Provide product samples

 

  •  
  • 3 weeks

 

  • Product inspection fees apply
  • Release of test report after collection of samples

 

  • Nil
  • 2months
  • Nil
  • Management Systems Certification
  • Inspection of services after request.

 

  • Fill in application forms from UNBS website
  • Provide company details including scope, location, etc.
  • 1 day

 

  • Payment of applicable fees
  • Application Review
  • NIL
  • 2 days
  • NIL
  • Management Systems audit (Documents review and onsite audit).
  • Respond to issues raised
  • 7 days
  • Payment of applicable fees
  • Closure of Non-conformities
  • Address issues raised during audit
  • 45 days
  • NIL
  • Issuance of Certificate of Compliance                                                                                                                                                    
  • Fulfilment of requirements of relevant standards
  • Pay certification application fees

 

  • 3 days
  • Payment of applicable certification fees
  • Product certification
  • Review of application for certification
  • Obtain and submit application
  • Payment of application fees
  • 3 days
  • Payment of applicable certification fee
  • Billing for assessment
  • Payment of audit fees
  • 1 week
  • Payment of applicable audit fees
  • Audit/evaluation
  • Provision of the relevant documents and samples
  • 1 day for onsite audit
  • NIL
  • Product evaluation
  • Submit required sets of test reports
  • 2 months
  • Fee depends on product and laboratory fees
  • Closure of non-conformance
  • Address non-conformances raised during audit as soon as possible.
  • 30 days
  • NIL
  • Issue of certification of Quality Mark
  • Payment of certification fees
  • 3 days
  • As per statutory requirements
  • Market surveillance
  • Respond to consumer complaints

 

  • Raise the complaints through UNBS official communication channels
  • 5 days
  • Nil
  • Market inspection
  • Providing relevant samples
  • 5 days
  • NIL
  • Destruction of Substandard goods
  • NIL
  • 30 days
  • NIL
  • National Metrology Laboratory
  •  
  • Respond to request for quotation (RFQ’s)
  • Request for calibration
  • Full payment of applicable fees
  • Provide necessary resources
  •  
  • 2 days
  • Nil
  • Carry out accurate calibration in-lab  including calibration certificates

 

  • Delivery of calibration item(s) to the UNBS Metrology laboratory and collection of item(s) after calibrations
  • Provide appropriate and accurate technical information about the equipment.
  • 2 – 10 days
  • Depends on the equipment, number of calibration points.

 

  • Resolution, accuracy class
  • Carry out accurate calibration on site  including calibration certificates
  • Provide necessary resources

 

  • Depends on the distance, terrain and environment
  • Payment of applicable fees
  • Carry out equipment and site survey where necessary.
  • Provide necessary resources
  • Depends on the distance, terrain and environment.
  • Payment of applicable fees
  • Provide training and sensitization in Metrology
  • Make a training request
  • Depends on the type of training required
  • Payment of applicable fees
  • Legal Metrology (Weights and Measures)
  • Verification of measuring equipment for compliance to the standards/statutory regulation (Electricity meters, Weighing scales, road tankers, railway wagon, static tanks, flow meters)
  • Test the equipment
  • Submit Equipment
  • 1 day
  • Payment of applicable statuary fees
  • Issue test result
  • Submit relevant documentation
  • 1 day
  • Payment of applicable statuary fees
  • Carryout examination on equipment

 

  • Require verification and payment of applicable fees
  • 10 meters per day in house

 

  • Payment of applicable statuary fees
  • Pattern Approval service
  • Request for Pattern Approval

 

  • Submits request for pattern approval

 

  • Less than 90 days.

 

  • Payment of applicable statuary fees

 

  • Assesses for fitness for purpose of use

 

  • Submit Relevant Documentation

 

  • Depending on the type of equipment
  • Payment of applicable statuary fees

 

  • Conduct test as per the standards

 

  • Submit equipment for test

 

  • Depends on the type of equipment
  • Payment of applicable statuary fees
  • Issue test report
  • NIL
  • 1 day
  • NIL
  • Issues certificate of approval/rejection
  • Receives the report
  • 1 day
  • NIL
  • Pre-package control service
  • labelling requirements Verification -  Analysis of a label in house
  • Submit a label

 

  • 1 day
  • Payment of applicable statuary fees
  • Quantity verification – inspection at the factory or markets
  • Provide access for inspection
  • Provide samples for analysis
  •  
  •  

 

  • Imports Inspection
  • Release of consignments accompanied by CoC or CRW
  • Apply on the ePortal for clearance by declaring on Asycuda World and uploading CoC or CRW
  • 2 hours
  • Nil for valid CoCs/CRWs

 

 

  • Upload other valid relevant import documents (invoice; BoL)
  • Upload valid CoC or CRW traceable to PVOC Service Providers
  • Payment of applicable fees
  • Release of consignments not accompanied by CoC/CRW but subject to PVoC
  • Apply on the ePortal for clearance
  • 1 day if not subjected to Testing; 35 working days if subjected to testing; 2 days for Used  Motor vehicles  subjected to destination inspection
  • -15% of CIF value (Penalty);                            -Testing fees depend on parameter to be tested but range from UGX 1,000 to 190,000 per parameter.                                                                 -0.5% CIF administration inspection fee (when implemented in 2018)                iv Inspection fees for Used Motor vehicles USD 140
  • Upload valid relevant import documents in Asycuda World
  • Payment of applicable PVoC penalty (15% CIF) & inspection admin fee
  • Provide samples for testing and payment of applicable Testing fees
  • Release of consignments not subject to PVoC and no sampling required for destination inspection
  • Apply on the ePortal for clearance by declaring on Asycuda World
  • 8 hours
  • 0.5% CIF administrative inspection fee
  • Upload valid relevant import documents (invoice; BoL; CoO)
  • Resolve and respond to appeals and enquiries
  • Submit written request
  • initial response 2 days   7 working days to resolve
  • Only where applicable
  • Provide copies of supporting documents
  • Provide true and accurate information
  • Acknowledge and resolve PVoC complaints
  • Provide true and accurate information
  • 7 days
  • Nil
  • Provide supporting documents where applicable
  • Issuance of ISM permit and stickers from date of application (due in 2018)
  • Submit application letter
  • 24 hours
  • Payment of applicable sticker fees
  • Provide CoC/CRW or evidence of a complying test report
  • Provide packing list
  • Provide Import declaration Form
  • Provide a valid, relevant certificate of analysis
  • Provisional release of consignments still under query to owners premises pending other processes
  • -Apply on ePortal for release under seal                                                                                                                -Provide supporting documents where applicable                                                                                          -Make necessary payment of administrative fee and provide bond guarantee/bank draft
  • 24 hours
  • USD 50 per application (UGX equivalent);  bank guarantee/ bond or bank draft 15% CIF value
  • Release of consignments accompanied by CoC or CRW
  • Submit a declaration with a valid COC/CRW
  • 8 hours
  •  
  • Nil for valid CoCs/CRWs

 

 

 

  • Client pays all the relevant Taxes
  • Boarder Inspectors verify consignment (s) and if the conform, they are re-routed to GREEN Lane
  • Release of consignments not accompanied by CoC or CRW

 

 

 

  • For Consignment (s) without COC/CRW, assessments are generated for clients (admin fees, PVOC Penalty, Lab Fees)
  • 8 hours
  • -15% of CIF value (Penalty);                                  -Testing fees depend on product but ranges from UGX 100,000 to 160,000 per sample                                                                 -0.5% CIF administration inspection fee (when implemented in 2018)                            -Payment of RUS fees ($50)
  • Pays all fees & deposits a non cash bond in favour of UNBS to SCT Liaison
  • SCT Liaison re-routes to BLUE lane of such consignments (Enable Movement to the Boarder)
  • Boarder Inspectors conduct physical sampling and RUS to client premises
  • Samples presented to Lab awaiting final release
  • Training and consultancy
  • Acknowledge request for training

 

 

  • Apply for training
  • Make payment as per applicable charges
  • Confirm dates schedule and venue
  • 7 days

 

 

 

 

  • Depends on the training being undertaken.
  • Issue certificates after completion of training
  • Attend in person

Depends on the training

Payment of applicable fees

  • Finance
  • Paying suppliers after delivery and acceptance of goods

 

 

 

 

 

 

 

 

 

 

 

  • Delivery of goods
  • Submission of all documents required to support payments
  • Acknowledgement of payments effected by Bureau
  • Effect payments for the services rendered by Bureau
  • Submit to Bureau accurate information regarding bank account details

30 days

 

0 minutes

 

Nil

  • Procurement
  • Procure, receive and store goods 

 

  • Deliver goods to stores
  • Submit relevant documents

1 day

Nil

  • Human resource
  • Staff recruitment
  • Apply for available openings

Depends

Nil

  • Office Hours:  Monday - Friday 08:00-17:00hrs

 

For further information, please call our toll free line: 0800 133 133 or visit our website: www.unbs.go.ug or e-mail: info@unbs.go.ug  



Attachements

UNBS Customer Service Charter 2017  [ 706 KB ]