SERVICOM CHARTER


University of Benin is deeply invested in improving the lives and status of the country. Our commitment is to impact very positively in every Nigerian youth and to improve the economy and well-being of Nigeria by improving on our educational standard.

This is the integrated Service Charter of the University of Benin, Benin City (UNIBEN). This Service Charter describes the services provided by the University of Benin, and the standard to which these services are performed within specified and achievable time frames. It contains information on how our customers can register their complaints whenever there is service failure.

COMPLAINTS POLICY

The University of Benin takes any complaint made against a member of Staff, its service or its decisions very seriously. When a complaint has been made, the Complainant has the right to have his or her concerns investigated and a full and prompt response given by SERVICOM.

INTRODUCTION

Complaint may be made to the SERVICOM Division about any matter connected with the exercise of the University’s functions or by anyone affected by the actions of the University or its Employee. This Policy and the supporting procedure aim to:
(a) Find out what happened.
(b) Satisfy the Complainant that their concerns have been addressed, and involve them in decisions about how their complaint was handled.
(c) Make sure a Complainant receive an apology where this is appropriate in line with the principles for remedy.
(d) Take into account the outcome of any investigation from the complaints in order to improve the way the University’s functions.
(e) Ensure that no employee of the University is embarrassed by false complaints.
This Policy and the supporting University’s Complaint procedure has been written in accordance with the requirements of SERVICOM.

RESPONSIBILITY FOR COMPLAINTS ARRANGEMENTS

Servicing Unit Complaints Officers are designated to receive complaints from the Units under them, document and investigates all complaints in the first instance and report all complaints to the Focal Officer.
(i) Service Improvement Officer-Mr.Joseph Iyobo Olowu- Mobile No. 08104727266
(ii) Desk Complaint Officer- Mr.TerryEkhosuehi - Mobile No. 08029005135
The Focal Officer, SERVICOM has been designated as the Officer to manage the procedure for handling and considering complaints on behalf of the University. This Officer will also, where appropriate, ensure that any necessary action as a result of an outcome of an investigation is properly implemented and monitored.
(i) Focal Officer – Servicom Director:
Prof. Ray Ozolua (Mobile No. 07057713753)
e-Mail: [email protected]
The Deputy Vice Chancellor (Admin.) has been designated by the Vice Chancellor as the Executive Director responsible to the Board for complaints.

PROCEDURE FOR DEALING WITH COMPLAINTS

A procedure has been established to support this Policy, and to give clear guidance on how to handle complaints and any action from the outcome of investigation.
LEVEL 1:
If you have complaints, please contact:
(i) Nearest SERVICOM Windows
(ii) SERVICOM Office, Main Auditorium, University of Benin, Benin City, Nigeria

  • We commit to acknowledge your complaint within two (2) working days
  • We commit to communication our intended action within five (5) working days.
  • We will endeavour to resolve any complaint within three (3) weeks.

⃰If you are still unhappy or the complaint is still unresolved,
you can contact:

LEVEL 2:The Pro-Chancellor/Chairman
Governing Council
University of Benin
Benin City, Edo State.

⃰If you are still unhappy or the complaint is still unresolved,
you can contact:

LEVEL 3:
Room 501 National Universities Commission (NUC)
AjaNwachukwu House
No. 26, Aguiyi-Ironsi Street, Maitama District
P. M. B. 237
Abuja – Nigeria.

⃰If you are still unhappy or the complaint is still unresolved,
you can contact:

LEVEL 4: SERVICOM COMPLAINTS MANAGER
Room 23, Annex Block,
Plot 1046, Usman Dan Fodio Crescent,
Zone A4, Opposite State Banquet Hall
Presidential Villa,
Abuja FCT.
TEL: 09 - 3140371 Ext. 119, 08056011819, 08044191228.