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info@pbora.go.ke
Service Charter/Mkataba Wa Huduma
The Authority’s Service Charter is our commitment to providing excellent services to all our customers. It sets out the standards of service expected when dealing with the Authority and its staff.
The Customer Service Charter outlines the rights and responsibilities of customers as well as the procedure to follow in expressing dissatisfaction if the Authority’s approved service standards are not met.
This Customer Service Charter is available in English and Kiswahili.
Customers are encouraged to use the Client Feedback Form to provide information to the Authority on our performance and recommend areas of improvement.
This Customer Service Charter is updated every two years to reflect the service improvements and innovations.
Service Charter
Pre-Registration Services
Overview & Fees
| Service | Customer Requirements | Response Time | Processing Fee (Ksh.) |
|---|---|---|---|
| Name Search/Reservation or Extension |
i. Name search/reservation or extension request on https://pbora.ecitizen.go.ke |
Half a day | 1,000 |
| Registration of a Public Benefit Organization (PBO) |
i. Duly filled application form (Form 1) ii. Proof of name reservation iii. Particulars of at least 5 directors of the governing body (at least a third of the proposed directors MUST be Kenyan citizens residents in Kenya) iv. A recent colour passport-size photograph (on a white background, 2x2 inches) for each of the proposed directors v. Valid Police Clearance Certificates for Kenyan citizens or notarized equivalent for foreign nationals vi. Copy of a duly signed constitution of the organization vii. Minutes of the meeting (filed within 30 days) authorizing registration of the organization as a PBO viii. Proposed one-year budget ix. Notarized copy of Certificate of Registration (for international PBOs) x. Consent, from the parent organization, to register in Kenya (for international PBOs) |
60 days |
25,000 for National PBOs 45,000 for International PBOs |
| Bestowment of PBO Status on an existing Kenyan entity |
i. Duly filled Form 3 with particulars of at least 3 directors, at least one of the proposed directors MUST be a Kenyan citizen and resident ii. A recent colour passport-size photograph (on a white background, 2x2 inches) for each of the proposed directors iii. Valid Police Clearance Certificates for Kenyan citizens or notarized equivalent for foreign nationals iv. A valid certificate of registration from the registering body v. Proof of good standing with the registering body vi. The organization’s constitutive document (must include a public benefit purpose) vii. Duly signed minutes of the meeting proposing bestowment of PBO status viii. Audited accounts of the past 3 years prior to the date of application |
60 days | 20,000 |
| Exemption from Registration for an International PBO |
i. Duly filled Form 6 ii. Proof of name reservation iii. Particulars of the directors of the parent organization iv. The particulars of the authorized agent of the organization, including a passport-size photograph, and police clearance certificate. (The agent must be Kenyan) v. A recent colour passport-size photograph (on a white background, 2x2 inches) for each of the directors vi. Notarized Police Clearance Certificates or equivalent for the directors vii. Notarized copy of the Certificate of Registration of the parent organization viii. Notarized copy of the constitution ix. Duly signed minutes of the meeting from the Board of the organization specifying the decision to seek a permit to operate as an Exempt International PBO |
60 days | 75,000 |
Post-Registration Services
Processes & Turnaround
| Service | Customer Requirements | Response Time | Processing Fee (Ksh.) |
|---|---|---|---|
| Recognition of a Forum of PBOs |
i. Duly filled Form 11 ii. Proof of reservation of the proposed name iii. Constitutive documents of the Forum iv. Minutes of the meeting, with a resolution to form a forum, signed by offcials of the constituting members v. Duly signed minutes of the meeting of each constituting PBO authorizing it to join the Forum vi. Particulars of proposed officials vii. Certificates of Registration of each PBO constituting the Forum (at least 10 PBOs) viii. Code of conduct and standards for the Forum |
60 days | 10,000 |
| Recognition of a Federation of Forums |
i. Duly filled Form 11 ii. Proof of reservation of the proposed name iii. Constitutive documents of the Federation iv. Minutes of the meeting, with a resolution to form a Federation, signed by officials of the constituting members v. Duly signed minutes of the meeting of each constituting Forum authorizing it to join the Federation vi. Particulars of proposed officials vii. Certificates of recognition of each Forum constituting the Federation (at least 5 forums) viii. Code of conduct for the members of the Federation |
60 days | 20,000 |
| Amendment of PBO Constitution |
i. Duly filled Form 14 ii. Minutes of the meeting authorizing the amendment, signed by the officials of the PBO, stating the amendments and reasons for the amendments iii. A copy of the amended constitution |
7 days | 4,000 |
| Change/Addition of PBO Officials |
i. Duly filled Form 14 ii. Minutes of the meeting approving the change, duly signed by the officials of the PBO, giving reasons for the change iii. Particulars of the incoming officials |
14 days | 4,000 |
| Change of Banking Arrangements of a PBO |
i. Duly filled Form 14 ii. Minutes of the meeting approving the change, duly signed by the officials of the PBO, giving reasons for the change |
1 day | 4,000 |
| Change of PBO Name |
i. Duly filled Form 15 ii. Proof of reservation of the new name iii. Minutes of the meeting with a resolution to change the name, duly signed by the Director of the PBO, stating reasons for the same iv. Copy of an advert in a newspaper of national circulation notifying the public of the name change v. Proof of approval of name change from the principal regulator (for Exempt or Bestowed PBOs), which should not be older than 30 days |
7 days |
15,000 for National PBOs 27,500 for International PBOs |
| Material Changes in Forums/Federations (Officials, membership, constitution/constitutive documents, banking arrangements) |
i. Duly filled Form 14 ii. Minutes of the meeting approving the change, duly signed by offcials of the forum/federation, with reasons for the change iii. Minutes of the meeting of the PBO/Forum with a resolution to join/leave the Forum/Federation, signed by the offcials of the constituting organizations iv. A copy of the amended constitution/constitutive document (where necessary) |
30 days | 5,000 |
| Change of Authorized Agent |
i. Change of Agent request ii. Minutes of the meeting authorizing the change, duly signed by the offcials of the organization, stating reasons for the change iii. Particulars of the incoming authorized agent |
14 days | 20,000 |
| Certified Copies of Documents | i. Request specifying the documents needed and reasons for certification | 1 day | 4,000 |
| Certification of Other Documents |
i. Request for certification ii. Presentation of documents, together with proof of payment, to the Authority for certification |
Within 30 minutes of the presentation of documents | 4,000 |
| Official File Search | i. Request for file search, stating reasons | 2 days | 4,000 |
| Filing of Annual Reports |
i. Duly filled Form 13 ii. Reports must be filed within 6 months from the end of the financial year iii. Audited accounts |
2 days | 2,000 |
| Voluntary Dissolution of a PBO |
i. Notification of the Authority of the dissolution (notice should be given within 14 days of dissolution and signed by at least two-thirds of the Board members/directors) ii. Minutes of the meeting resolving the dissolution, including the reasons iii. Inventory of PBO assets and a plan of transfer to another PBO of similar objectives The Authority may make a determination on asset distribution |
21 days | Free |
| Reinstatement Upon Suspension | i. Duly filled Form 10 | 14 days | Free |
| Restoration Upon Cancellation of Certicate | i. Duly filled Form 10 | 14 days | Free |
Huduma za Kabla ya Kusajiliwa
Muhtasari na Ada
| Huduma | Yanayohitajika | Muda wa Majibu | Ada ya Usindikaji (Ksh.) |
|---|---|---|---|
| Utafutaji/Uhifadhi au Uongezaji wa Muda wa Uhifadhi wa Jina |
i. Ombi la utafutaji/uhifadhi au uongezaji wa muda wa uhifadhi wa jina kwenye tofuti ya https://pbora.ecitizen.go.ke |
Nusu ya siku | 1,000 |
| Usajili wa Shirika la Manufaaa ya Umma |
i. Fomu ya maombi (Fomu 1) iliyojazwa ipasavyo ii. Thibitisho la uhifadhi wa jina iii. Maelezo ya angalau wakurugenzi watano wa baraza linaloongoza (angalau theluthi moja ya wakurugenzi waliopendekezwa LAZIMA wawe raia na wakazi wa Kenya) iv. Picha ya hivi karibuni, ya ukubwa wa pasipoti, yenye rangi (kwenye mandharinyuma nyeupe, inchi 2x2) ya kila mmoja wa wakurugenzi waliopendekezwa v. Vyeti halali vya mwenendo mwema kwa raia wa Kenya au vyeti sawa vilivyohakikiwa na wakili kwa wageni wasio wakazi. vi. Nakala ya katiba ya shirika iliyotiwa sahihi kikamilifu vii. Kumbukumbu za mkutano (kuwasilishwa ndani ya siku 30) zinazoidhinisha usajili wa shirika kama shirika la manufaaa ya umma viii. Bajeti pendekezi ya mwaka mmoja ix. Cheti cha usajili cha kigeni kilichohakikiwa na wakili (kwa mashirika ya kimataifa) x. Idhini, kutoka kwa shirika-zazi, ya kujiandikisha nchini Kenya (kwa mashirika ya kimataifa) |
Siku 60 |
25,000 kwa Mashirika ya Kitaifa 45,000 kwa Mashirika ya Kimataifa |
| Kukabidhiwa Hali ya Shirika la Manufaa ya Umma kwa Shirika lililopo tayari Kenya |
i. Fomu 3 iliyojazwa ipasavyo ikiwa na maelezo ya angalau wakurugenzi watatu, angalau mmoja wa wakurugenzi waliopendekezwa LAZIMA awe raia na mkazi wa Kenya ii. Picha ya hivi karibuni, ya ukubwa wa pasipoti, yenye rangi (kwenye mandharinyuma nyeupe, inchi 2x2) ya kila mmoja wa wakurugenzi waliopendekezwa iii. Vyeti halali vya mwenendo mwema kwa raia wa Kenya au vyeti sawa vilivyohakikiwa na wakili kwa wageni wasio wakazi. iv. Cheti halali cha usajili kutoka kwa shirika husika la usajili v. Thibitisho la hali njema kwa shirika husika la usajili vi. Hati inayounda shirika (lazima ijumuishe lengo la faida ya umma) vii. Kumbukumbu za mkutano, zilizotiwa sahihi ipasavyo, uliopendekeza kukabidhiwa hali ya shirika la manufaa ya umma viii. Ripoti ya hesabu zilizokaguliwa za miaka mitatu iliyopita kabla ya tarehe ya maombi |
Siku 60 | 20,000 |
| Msamaha wa Usajili kwa Shirika la Kimataifa |
i. Fomu 6 iliyojazwa ipasavyo ii. Thibitisho la uhifadhi wa jina iii. Maelezo ya wakurugenzi wa shirika iv. Maelezo ya wakala wa shirika, yakiwemo picha ya ukubwa wa pasipoti na cheti cha mwenendo mwema (Wakala lazima awe Mkenya) v. Picha ya hivi karibuni, ya ukubwa wa pasipoti, yenye rangi (kwenye mandharinyuma nyeupe, inchi 2x2) ya kila mmoja wa wakurugenzi vi. Vyeti vya mwenendo mwema vya wagurugenzi vilivyohakikiwa na wakili vii. Nakala ya cheti cha usajili cha shirika-zazi iliyohakikiwa na wakili viii. Kumbukumbu za mkutano, zilizotiwa sahihi ipasavyo, kutoka kwa Bodi ya shirika zikibainisha uamuzi wa kutafuta kibali cha kufanya kazi kama shirika la manufaa ya umma lililosamehewa usajili |
Siku 60 | 75,000 |
Huduma za Baada ya Kusajiliwa
Mchakato na Muda
| Huduma | Yanayohitajika | Muda wa Majibu | Ada ya Usindikaji (Ksh.) |
|---|---|---|---|
| Kutambuliwa kwa Jukwaa la Mashirika ya Manufaa ya Umma |
i. Fomu 11 iliyojazwa ipasavyo ii. Thibitisho la uhifadhi wa jina lililopendekezwa iii. Hati zinazounda jukwaa iv. Kumbukumbu za mkutano, zikiwa na azimio la kuunda jukwaa, zilizotiwa sahihi na maafisa wa wanachama wanaoliunda v. Kumbukumbu za mkutano, zilizotiwa sahihi ipasavyo, za kila shirika linalounda jukwaa ukiliruhusu kujiunga na jukwaa vi. Maelezo ya maafisa waliopendekezwa vii. Vyeti vya usajili vya kila shirika linalounda jukwaa (angalau mashirika kumi) viii. Kanuni za maadili na viwango vya nidhamu kwa jukwaa |
Siku 60 | 10,000 |
| Kutambuliwa kwa Shirikisho la Majukwaa |
i. Fomu 11 iliyojazwa ipasavyo ii. Thibitisho la kuhifadhi jina lililopendekezwa iii. Hati zinazounda shirikisho iv. Kumbukumbu za mkutano, zilizo na azimio la kuunda shirikisho, zilizotiwa sahihi na maafisa wa wanachama wanaoliunda v. Kumbukumbu za mkutano, zilizotiwa sahihi ipasavyo, wa kila jukwaa unaoliruhusu kujiunga na shirikisho vi. Maelezo ya maafisa waliopendekezwa vii. Vibali vya kutambuliwa kwa kila jukwaa linalounda shirikisho (angalau majukwaa matano) viii. Kanuni za maadili kwa wanachama wa shirikisho |
Siku 60 | 20,000 |
| Marekebisho ya Katiba ya Shirika |
i. Fomu 14 iliyojazwa ipasavyo ii. Kumbukumbu za mkutano unaoidhinisha marekebisho, zilizotiwa sahihi na maafisa wa shirika, zikibainisha mabadiliko na sababu za mabadiliko hayo iii. Nakala ya katiba iliyorekebishwa |
Siku 7 | 4,000 |
| Mabadiliko/Kuongezwa kwa Maafisa wa Shirika |
i. Fomu 14 iliyojaazwa ipasavyo ii. Kumbukumbu za mkutano, unaoidhinisha mabadiliko, zilizotiwa sahihi na maafisa wa shirika, zikieleza sababu za mabadiliko |
Siku 14 | 4,000 |
| Mabadiliko ya Mipango ya Benki ya Shirika |
i. Fomu 14 iliyojazwa ipasavyo ii. Kumbukumbu za mkutano ulioidhinisha mabadiliko, zikiwa zimetiwa sahihi ipasavyo na maafisa wa shirika, zikieleza sababu za mabadiliko |
Siku 1 | 4,000 |
| Mabadiliko ya jina la Shirika |
i. Fomu 15 iliyojazwa ipasavyo ii. Thibitisho la kuhifadhi jina jipya iii. Kumbukumbu za mkutano, zikiwa na azimio la kubadilisha jina, zilizotiwa sahihi na Mkurugenzi wa shirika zikibainisha sababu za kubadili jina iv. Nakala ya tangazo katika gazeti lenye usambazaji wa kitaifa likijulisha umma kuhusu mabadiliko ya jina v. Thibitisho la idhini ya mabadiliko ya jina kutoka kwa mdhibiti mkuu (kwa mashirika yaliloyosamehewa usajili au mashirika yaliyopewa hali ya Shirika la Manufaa ya Umma) lisilozidi siku 30 |
Siku 7 |
15,000 kwa Mashirika ya Kitaifa 27,500 kwa Mashirika ya Kimataifa |
| Mabadiliko makubwa katika Majukwaa/Mashirikisho (Maafisa, uanachama, katiba/hati zinazounda, mipango ya benki) |
i. Fomu 14 iliyojazwa ipasavyo ii. Kumbukumbu za mkutano unaoidhinisha mabadiliko, zilizotiwa sahihi ipasavyo na maafisa wa jukwaa/shirikisho, pamoja na sababu za mabadiliko iii. Kumbukumbu za mkutano wa shirika/jukwaa zikiwa na azimio la kujiunga na/kuondoka kwenye jukwaa/shirikisho, zilizotiwa sahihi na maafisa wa mashirika yanayounda iv. Nakala ya katiba/hati zinazounda zilizorekebishwa (ile inatakikana) |
Siku 30 | 5,000 |
| Mabadiliko ya Wakala Aliyeidhinishwa |
i. Ombi la mabadiliko ya wakala ii. Kumbukumbu za mkutano ulioidhinisha mabadiliko hayo, zilizotiwa sahihi ipasavyo na viongozi wa shirika, zikieleza sababu za mabadiliko hayo iii. Maelezo ya wakala aliyeidhinishwa anayeingia |
Siku 14 | 20,000 |
| Nakala za Nyaraka Zilizohakikiwa | i. Ombi linalobainisha nyaraka zinazohitajika kuhakikiwa na sababu | Siku 1 | 4,000 |
| Uhakiki wa Nyaraka Nyingine |
i. Ombi la uhakiki ii. Uwasilishaji wa nyaraka, pamoja na thibitisho la malipo, kwa Mamlaka kwa ajili ya uhakiki |
Ndani ya dakika 30 ya kuwasilisha nyaraka. | 4,000 |
| Upekuzi Rasmi wa Jalada | i. Ombi la upekuzi wa jalada na sababu ya upekuzi | Siku 1 | 4,000 |
| Uwasilishaji wa Ripoti za Mwaka |
i. Fomu 13 iliyojazwa ipasavyo ii. Lazima ripoti ziwasilishwe ndani ya miezi 6 kutoka mwisho wa mwaka wa kifedha iii. Hesabu zilizokaguliwa |
Siku 2 | 2,000 |
| Kuvunjwa kwa Hiari kwa Shirika |
i. Ilani kwa Mamlaka, kuhusu kuvunjwa kwa shirika (ilani itolewe ndani ya siku 14 baada ya azimio la kuvunjwa na lazima itiwe sahihi na angalau theluthi mbili ya wanachama wa Bodi/wakurugenzi) ii. Kumbukumbu za mkutano ulioidhinisha kuvunjwa kwa shirika, pamoja na sababu iii. Orodha ya mali za shirika na mpango wa uhamishaji wa mali hizo kwa shirika lingine lenye malengo sawa Mamlaka inaweza kufanya uamuzi kuhusu ugawanyi wa mali |
Siku 21 | Bure |
| Marejesho Baada ya Kusimamishwa |
i. Fomu 10 iliyojazwa ipasavyo |
Siku 14 | Bure |
| Marejesho Baada ya Kughairiwa Cheti |
i. Fomu 10 iliyojazwa ipasavyo |
Siku 14 | Bure |