Customer Service Charter


Safaricom SACCO strives to continuously better the service offering and partnerships with customers. Our service commitment applies to everything we do, whether it is in our lending, deposit taking, or any other services that we provide.
This customer service charter is our formal commitment, which promises to provide you with services that meet and exceed your expectations


  • To enhance our member’s awareness of the type of product and services the SACCO provides.
  • To explain to our members the standards of service they should expect to receive.
  • To outline your rights and responsibilities as a member.
  • To outline our rights and responsibilities as the service provider.
  • To outline how our members can lodge complaints, give suggestions and compliments about our service delivery.

Our Vision

To be the financial partner of Choice

Tag Line

“Empowering You”

Our Core Values

  • Customer Focus
  • Integrity
  • Reliability
  • Innovation


  • We will provide accurate, complete, and up-to-date information. The information will be availed via brochures, website, SACCO staff, Customer Contact Centre or any other communication channels, to enable you to make the right decision.
  • Your questions and needs will be attended to promptly
  • We will exercise the utmost integrity in providing services
  • We will not disclose any information about you without your consent, except as permitted by law. Customer data will be protected and handled with utmost privacy and confidentiality
  • We will strive to ensure that your assets with us are protected against fraud, misappropriation, or any misuse.
  • We will strive to communicate any changes to account terms and conditions within a reasonable time via your preferred mode of communication as indicated at the time of account opening or via SACCO identified means that are both suitable and convenient.
  • We shall strive to act fairly and reasonably in our dealings with you. You shall be treated humanely whether through face-to-face or non-face-to-face interactions.


We will from time to time require you to enable us to offer seamless service. Some of
the requirements include: –

  • Update the SACCO on any changes to the account mandates.
  • Regularly review account statements and raise any concerns within 14 days.
  • Inform the SACCO of any changes in personal or business details such as telephone, email contacts.
  • Regularly review the various SACCO communication channels to keep up to date with any changes that may affect you.
  • Forward your feedback in a timely and reasonable fashion (within 14 days) to assist the SACCO to remedy any service breaches.
  • Adhere to the cut-off times for SACCO operating hours, instructions submission, and so forth.
  • Keep your account details and related passwords confidential.
  • Adhere to the account terms and conditions.


  • Our branches are open from 8:00 AM to 5:00 PM during week days
  • Our Virtual Services are available on a 24hr basis
Our FOSA offices open from 8:30 AM to 12:00 noon Every last Saturday of the month
Our customer service counter is available at all our branches.

When you call us on the telephone us we will:-

  • Answer your call within the 3rd ring and be ready and willing to serve
  • Let you know who you are speaking to
  • Remain polite, courteous and friendly while serving you.

When you e-mail or write a letter to us we will:-

  • Provide an initial response within 24 hours and follow up on agreed action
  • Let you know who is dealing with your enquiry
  • Remain polite and courteous

When you contact us via social media (Face book & Twitter ) we will:-

  • Provide an initial response within 24 hours and follow up on agreed action
  • Remain polite and courteous
  • Update you on latest Sacco Developments

When you apply for a loan facility we will:-

  • Acknowledge receipt of your Long term loan application within 3hrs of receiving it.
  • Acknowledge receipt of your Short Term loan application within 15Minutes.
  • Explain in clear and simple terms how interest on your loan or advance is calculated and charged, what fees may apply and when, and the consequences of defaulting.

When you order an ATM card from us, we will:-

  • Have the ATM cards at the branch ready for collection within 7 working days.

When you need information from us, we will:-

  • Ensure we provide you with accurate, complete and up-to-date information.
  • Direct you to our alternative channels; website and web portal which are accessible 24/7

We shall provide the following services within 20 minutes

  • Over the counter withdrawals
  • Cash and cheque deposits
  • ATM cards collection points
  • General enquiries
  • ATM card blocking

We shall provide the following services within an hour

  • ATM PIN re-setting
  • Dormant account activation
  • Internal Funds Transfer
  • Request for personal information change

We shall provide the following services within the same day

  • New Account opening
  • M-Sacco registration
  • Standing order instruction processing
  • Salary processing

Credit Facilities

  • Personal Loans
  • Short term loans – 2 hours
  • Long Term Loans – 14 days
  • Business/ Collateral Secured Loans
  • 14 days