KNEC Service Charter, Mandate, Values, Commitments and Contacts
KNEC VISION: Quality Education Assessment and Credible Certification for a Value Based Society.
MISSION: To Assess Abilities and Certify Learner Achievements in Conformity with Global Standards.
According to section 10 of the Kenya National Examinations Council Act No. 29 of 2012; KNEC is mandated to:
- Set and maintain examination standards;
- Conduct public academic, technical and other national examinations within Kenya at basic and tertiary levels;
- Award certificates or diplomas to candidates in such examinations;
- Confirm authenticity of certificates or diplomas issued by the Council upon request by the government, public institutions, learning institutions, employers and other interested parties;
- Issue replacement certificates or diplomas to candidates in such examinations upon acceptable proof of loss or damage of the original;
- Undertake research on educational assessment;
- Advice any public institution on the development and use of any system of assessment when requested to do so, and in accordance with such terms and conditions as shall be mutually agreed between the Council and the public institution;
- Promote the international recognition of qualifications conferred by the Council;
- Advice the Government on any policy decision that is relevant to, or has implications on, the functions of the Council or the administration of examinations in Kenya and
- Do anything incidental or conducive to the performance of any of the preceding functions.
In its operations; the Council is guided by the following values:
- Accountability
- Integrity
- Team Spirit
- Professionalism
- Inclusiveness
- Quality Customer Service
- Innovativeness
The Kenya National Examinations Council is dedicated to offering excellent services. Here is our service delivery commitment:
Commitments: KNEC Service Charter
1. Receive and Record All Cases and Complaints
- Responsibility: CEO/Respective Departments
- Customer Obligation:
- 1.1 To provide accurate, adequate, factual, and timely information.
- 1.2 To provide feedback on the quality of KNEC services.
- User Charge (KES): Nil
- Time Line: Immediate
2. Acknowledge and Respond to all Correspondences
- Responsibility: CEO/Respective Departments
- Customer Obligation:
- To provide accurate, factual, and timely information.
- Use correct channels of delivery.
- User Charge (KES): Nil
- Time Line:
- Written: 7 working days
- Telephone: Immediate
3. Registration of Candidates for KNEC Examinations/Assessments
- Responsibility: CEO/Director, Examination Administration
- Customer Obligation:
- To register all candidates accurately before the end of the registration period for the respective examination/assessment.
- To pay the requisite fees in full within the given deadline (where applicable).
- To confirm the accuracy of registration data.
- User Charge (KES): Fee charged depending on the examination
- Time Line: Two (2) months
4. Issuing of Examination Results
- Responsibility: CEO/Director, Examination Administration
- Customer Obligation:
- Access KCPE/KCSE examination results after release.
- Candidates to pick certificates eight (8) months after the release of examination results.
- User Charge (KES):
- SMS results access charged as per the service provider.
- Results Slips and Certificates at Nil cost
- Time Line:
- Immediately
- 30 working days after the release of certificates to schools
5. Handling of Examinations Related Queries
- Responsibility: CEO/Director, Examination Administration
- Customer Obligation:
- To channel all examinations related queries through the KNEC agents.
- Online submission of queries to KNEC.
- Queries on examination-related matters to be raised within 30 working days after the release of the examination results.
- Queries on certificates to be raised within 60 working days after the dispatch of certificates.
- User Charge (KES):
- Penalty for late submission of queries:
- KCSE, Post School, and Teacher Education Examinations: 5,000/=
- KCPE: 3,000/=
- Penalty for late submission of queries:
- Time Line: 30 working days
5.5 Upload TP/CAT/Project/Course Work Marks Online
- Responsibility: TP/CAT/Project/Course Work marks
- Customer Obligation:
- Upload all marks online within prescribed time frames.
- Submit hard copies of uploaded marks to KNEC in time.
- User Charge (KES): 2,000/=
- Time Line: As per prescribed time frames
6.0 Recruitment of Examiners
- Responsibility: CEO/Director, Examination Administration
- Customer Obligation:
- Meet selection criteria for each category.
- Apply for recruitment through the Principal of the respective institution.
- Successfully complete training.
- User Charge (KES): Kshs. 10,500 per trainee
- Time Line: 60 working days
7.0 Recruitment of Invigilators, Supervisors, Drivers, and Security Personnel
Responsibility: CEO/Director, Examination Administration
- Meet selection criteria.
- Sign and adhere to the terms of contracts, including payments.
- Provide accurate, adequate, factual, and timely supporting documents and other relevant information.
User Charge (KES): Nil
Time Line: 30 working days before the start of the examination
8.0 Administration of Examinations
Responsibility: CEO/Director, Examination Administration
Field Administrators:
- Adhere to rules and regulations governing examination administration.
- Conduct oneself with integrity during examinations.
User Charge (KES): Nil
Time Line: As timetabled
Candidates:
- Make oneself available and sit for the examination as timetabled.
- Conduct oneself with integrity during examinations.
User Charge (KES): Nil
Time Line: As timetabled
9.0 Equation of Foreign Qualifications
Responsibility: CEO/Deputy Director, Research and Quality Assurance
- Adherence to guidelines set.
- Provide accurate and factual information and documents.
- Pay for the service upon meeting the requirements where applicable.
User Charge (KES): 3,480/= per certificate, 1,392/= for the use of fax/email (Dispatch by Email is applicable for Equation only)
Time Line: 14 working days from the date of receipt of complete documentation
10.0 Provision of Examination Related Data
Responsibility: CEO/Deputy Director, Research and Quality Assurance
- Make a formal request for data and indicate the purpose.
- Provide clear information on the data required and supporting documents.
- Pay for the service where applicable.
User Charge (KES): Varies according to the data required
Time Line: 10 working days from the date of receipt of complete documentation
11.0 Confirmation of Examination Results
Responsibility: CEO/Deputy Director, Research and Quality Assurance
- Provide accurate and factual information and documents.
- Pay for the service on application.
- Verification of ownership of the certificate.
User Charge (KES):
- Sending confirmation outside Kenya: 3,480/= per certificate
- Sending confirmation within Kenya: 2,320/= per certificate
- Use of Fax to send confirmation within Kenya: 928/= per certificate
- Use of fax to send confirmation outside Kenya: 1,392/= per certificate
- Use of courier service is optional, and clients meet the extra charges. Charges are based on the distance of where the documents will be delivered.
Time Line: 10 working days from the date of receipt of complete documentation
12.0 Examination Results Certification Letter
Responsibility: CEO/Deputy Director, Research and Quality Assurance
- Provide accurate and factual information and documents.
- Pay for the service on application.
User Charge (KES): 5,220/= per letter
Time Line: 15 working days from the date of receipt of all requisite documentation
13.0 Payment for Goods and Services
Responsibility: CEO/Financial Controller
- Provide accurate, adequate, factual, and timely supporting documents.
- Deliver all goods or render services as per specifications.
User Charge (KES): Nil
Time Line: 30 days from the date of receipt of complete documentation for payment in Finance
14.0 Payment of Subsistence Allowance for Field Officers and Fuel for Administration of Examinations
Responsibility: CEO/Financial Controller
- Account for funds previously provided.
- Provide a duly filled imprest application form.
- Provide budget estimates.
User Charge (KES): Nil
Time Line: 30 working days from the date of receipt of complete documentation in Finance
15.0 Payment to Supervisors, Invigilators, Drivers, Security Personnel, and Examiners
Responsibility: CEO/Financial Controller
- Successful completion of the assignment.
- Provision and timely uploading of accurate personal information.
- Update KNEC on any change of material information, including contacts.
User Charge (KES): Nil
Time Line: 30 working days from the date of receipt of complete documentation in Finance
16.0 Payment for Test Development Contracted Professionals
Responsibility: CEO/Financial Controller
- Successful completion of the assignment.
- Provision of timely and accurate information.
User Charge (KES): Nil
Time Line: 30 working days from the date of receipt of complete documentation in Finance
17.0 CUSTOMER ENQUIRIES
Examiners, Invigilators, Supervisors, Drivers, and Security Personnel
Contact Office and Location: Field Administration Services, Industrial Area, along Likoni Road.
Email and Telephone Number:
- fa@knec.ac.ke (Field Administration)
- sefa@knec.ac.ke (School Examinations and Field Administration)
- si@knec.ac.ke (Supervision and Invigilation)
- Telephone: 0732 333 530, 0720 741 003
Confirmation of Examination Results
Contact Office and Location: Archives and Records Office, New Mitihani House, South C, off Mombasa Road.
Email and Telephone Number:
- archives@knec.ac.ke
- Telephone: 0720 741 091, 0732 333 780
Equation of Certificates
Contact Office and Location: Archives and Records Office, New Mitihani House, South C, off Mombasa Road.
Email and Telephone Number:
- equation@knec.ac.ke
- Telephone: 0720 741 091, 0732 333 780
Queries Related to Examination Registration, Examination Results, and Certificates
Contact Office and Location: Examinations Management Division, New Mitihani House, South C, off Mombasa Road.
Email:
- em@knec.ac.ke (School and Teacher Education Examinations)
- beabt@knec.ac.ke (For Business and Technical Examinations)
Telephone Number: 020 331 7419/27, 020 334 1027, 0720 741 091, 0732 333 780
Need Further Assistance? Contact Us!
For any additional inquiries or assistance, please don’t hesitate to get in touch with us. Here’s how you can reach the Kenya National Examinations Council (KNEC):
- The Chief Executive Officer
- Kenya National Examinations Council
- P.O. Box 73598-00200 NAIROBI
- Telephone Correspondence
- +254 20 331 7419/27, 20 334 1027, 0720 741 091, 0732 333 780
- +254 720 741 091, 732 333 780
- Website: www.knec.ac.ke
- Email Correspondence: complaints@knec.ac.ke, info@knec.ac.ke
External Help Contact:
The Commission Secretary, Commission on Administrative Justice/Office of the Ombudsman
- Second Floor, West End Towers, Waiyaki Way-Westlands
- Tel: +254 20 227 0000, 20 230 3000, +254 772 125 818
- P.O BOX 20414 – 00200 Nairobi, Kenya.
- complaints@ombudsman.go.ke
At KNEC, we are dedicated to providing support and addressing your concerns. Feel free to connect with us through the provided channels.
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KNEC Service Charter, Mandate, Values, Commitments and Contacts
