THE UNITED REPUBLIC OF TANZANIA
MINISTRY OF EDUCATION, SCIENCE AND TECHNOLOGY

JULY, 2020
 Preface

This Clients’ Service Charter is a social pact between the Tanzania Commission for Universities
(TCU) and its clients and stakeholders. It specifies services and standards for service delivery,
which TCU believes that her users have the right to expect, and sets out standards, feedback and
complaint handling mechanisms. Through the Public Service Reform Programme (PSRP) which
aimed at promoting a more open and responsive Tanzania Public Service, Clients’ Service Charters
were developed and installed in Ministries, Independent Departments and Agencies (MDAs). The
Government of Tanzania recognizes the potential benefits of using this Charter as a tool to drive
cultural change towards a more customer-focused approach throughout the public service. In
conformity with this requirement, TCU is happy to publish and launch this Clients’ Service Charter.

The Charter has been developed through consultation with TCU stakeholders (both internal and
external). I wish to acknowledge the contribution by all TCU staff in making this Charter a reality. I
wish also to acknowledge the facilitation done by our consultant, Tanzania Public Service College
who made a succinct guidance to the participants who attended the ‘Charter Review Workshop’.
TCU will develop a monitoring and evaluation system that will be a supporting instrument for the
reporting process.

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In order to be effective and successful, this Charter has to be a living document, which is a product
of, and the embodiment of good working relationships that TCU will endeavour to maintain with
its clients. To this end, we encourage you to provide feedback regarding our services in order for
the charter to remain relevant and help us drive the change towards a customer-focused approach
to service delivery

Prof. Charles D. Kihampa

Executive Secretary

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 Table of Contents

Preface................................................................................................................................................................ i

1.0. Introduction ............................................................................................................................................1

1.1. Our Vision ...............................................................................................................................................2

1.2. Our Mission ............................................................................................................................................2

1.3. Our Motto ...............................................................................................................................................2

Universities for Prosperity............................................................................................................................... 2

1.4. Our Core Values .....................................................................................................................................2

2.0. Purpose of the Charter .........................................................................................................................4

3.0. Our Clients ..............................................................................................................................................5

4.0. Our Services ............................................................................................................................................6

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5.0. Our Service Standards ...........................................................................................................................7

6.0. Institutional and Clients responsibilities ............................................................................................ 9

6.1. Institutional Responsibilities ................................................................................................................9

6.2. Clients’ Responsibilities ......................................................................................................................10

6.3. Clients’ Rights .......................................................................................................................................11

7.0. Clients’ feedback on service delivery ................................................................................................11

8.0. How to Reach Us ..................................................................................................................................12

8.1. Our Physical Address ...........................................................................................................................12

8.2. Our Postal Address ..............................................................................................................................12

9.0. Official working hours .........................................................................................................................13

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 List of Abbreviations

FIFO - First In First Out

GRN - Goods Received Note

HLIs - Higher Learning Institutions

LPO - Local Purchase Order

MDAs - Ministries, Independent Departments and Agencies

PPA - Public Procurement Act

RFQs - Request for Quotations

TCU - Tanzania Commission for Universities

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1.0. Introduction
The Tanzania Commission for Universities (TCU) is a body corporate established on the 1st
July 2005, under the Universities Act 2005 (Chapter 346 of the Laws of Tanzania) with
mandate to recognize, approve, register and accredit Universities operating in Tanzania, and
local or foreign University level programs being offered by registered higher education
institutions. It also coordinates the proper functioning of all university institutions in
Tanzania so as to foster a harmonized higher education system in the country.

The Tanzania Commission for Universities succeeded the former Higher Education
Accreditation Council (HEAC) which was established in 1995 under the Education Act 1995
with a legal mandate to regulate the establishment and subsequent accreditation of private
university institutions in the country. Being limited only to private universities, such
mandate was considered unfavorable for the promotion of a viable public-private
partnership in higher education as stipulated in the National Higher Education Policy of
1999.

Therefore, such circumstances prompted the Government to establish a harmonized higher

education system in the country which led into the establishment of the Tanzania

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 Commission for Universities. In order to ensure such a harmonious higher education system
does not compromise institutional peculiarities and autonomy, each University has the legal
right to operate under its own charter.

1.1. Our Vision

To be a world-class higher education regulatory agency supporting systematic growth and
excellence of university education in Tanzania.

1.2. Our Mission

To promote accessible, equitable and harmonized quality university education systems that
produce nationally and globally competitive outputs.

1.3. Our Motto

Universities for Prosperity.

1.4. Our Core Values

In fulfilling its mission and pursuing its vision, TCU will be constantly be guided by the
following core values and norms;

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Professionalism: We treat every individual with kindness, dignity and care; consider the
thoughts and ideas of others inside and outside TCU with a strong
commitment to exemplary personal and institutional altruism,
accountability, integrity and honour.

Transparency: We are committed to build up a work culture where employees

rigorously communicate with their peers and exchange ideas and
thoughts, to gradually building up trust and pride.

Efficiency: We strive to manage resources smartly, focus on activities that create

value and deliver at an appropriate speed and quality at all times.

Integrity: We are committed to ensure that all the academic outputs are
produced in line with the international quality by introducing quality
control and assurance measures.

Tolerance: We are devoted to foster a spirit of equality that embraces mutual

respect, fair play and compassion for those in need and pursuit of the
public good.

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 Equity: We are committed to provide equal opportunities for all with equality
of men and women.

Accountability: We take charge of our choices and actions by showing maturity and
not shift blame on others or take improper credit. TCU staff will pursue
excellence with diligence, perseverance, and continued improvement.

Commitment: We demonstrate honesty in our communication and conduct while

managing ourselves with integrity and reliability.

Creativity: We anticipate and respond to each challenge, research or otherwise,

with innovative solutions and passion.

2.0. Purpose of the Charter

This Charter is a communication tool between us and our clients. The purpose of this Charter
is:
i) To create awareness among our clients and stakeholders on our commitment with
regard to the services and standards of service delivery under a reformed public sector
with the purpose of improving delivery of goods and services;

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 ii) To improve service delivery and accessibility to our clients and stakeholders; and
iii) To provide avenues of communication and feedback mechanisms about the quality of
our services.

3.0. Our Clients

The main Clients of the Tanzania Commission for Universities comprise of but not limited to
the following:
i) Higher Learning Institutions;
ii) Students and Graduates;
iii) Students Union;
iv) Parents/Guardians;
v) Employers;
vi) Employees;
vii) Ministries, Departments and Agencies (MDAs);
viii) Professional Bodies;

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 ix) Media;
x) TCU staff;
xi) Suppliers of Goods and Services; and
xii) General Public.

4.0. Our Services

i) Corporate Services;

ii) Accreditation Services;

iii) Admission Services; and

iv) Legal Services.

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5.0. Our Service Standards
The following are our standards for core services offered:

5.1 Corporate Services

i) We will disseminate policy and circular within 2 working days

ii) We will issue receipts of payments made promptly upon confirmation of payment

iii) We will make payments to creditors within one (1) month after delivery of invoice

iv) We will issue award letters within 120 working from date of tender opening ceremony

5.2 Accreditation Services

i) We will evaluate proposal to establish a university Institution and feedback after
evaluation within 15 weeks upon receipt of application
ii) We will evaluate request for accreditation/re-accreditation of a university within 24
weeks upon receipt of application
iii) We will validate programmes within 15 weeks upon receipt of application

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 iv) We will issue certificate of recognition of foreign award within 14 working days upon
receipt of application
v) We will evaluate proposal to establish Overseas Student Recruitment Agency within 15
weeks upon receipt of application

5.3 Admission Services

i) We will publish list of universities authorized to admit student once every year
ii) We will validate new admitted students into various HLI’s in each academic year within
three (3) months after academic year begins
iii) We will coordinate transfer of new students within 7 working days upon receipt of
application
iv) We will process students credit transfer applications within 14 days upon receipt of
application
v) We will validate applications for students who wish to pursue university education
abroad within 7 working days after receipt of application.
vi) We shall provide technical support on online services promptly upon receipt of
request.

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5.4 Legal Services
i) We shall review draft university charters within 10 working days upon receipt of
documents
ii) We shall provide legal advice and opinion within 3 working upon receipt of request

5.5 Correspondences
i) We shall respond to written correspondences within 7 working days;
ii) We shall response to officials calls promptly during working hours; and
iii) We shall address and resolve customer complaints with 14 working days.

6.0. Institutional and Clients responsibilities

6.1. Institutional Responsibilities

In order to provide better services which meet expectations of our clients, we have the
following responsibilities:
i) Provide services according to the agreed standards;

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 ii) Provide services by following FIFO principle (First In, First Out);
iii) Adhere to our core values in service delivery;
iv) Receive clients’ advice and recommendations for the purpose of improving our
services;
v) Receive clients’ complaints and find immediate solutions; and
vi) Put in place the simple laid down procedures on clients’ service.

6.2. Clients’ Responsibilities

Our Clients’ have the following Responsibilities:
i) Abide by legal requirements, guidelines and procedures in order to be eligible for
services;
ii) Seek and obtain information and services appropriate to their needs;
iii) Provide clear, sufficient and accurate information timely when required;
iv) Treat our staff with respect;
v) Not involving in any corrupt practices with our staff; and
vi) To attend meetings if needed.

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6.3. Clients’ Rights
Our clients have the right to:
i) Seek and obtain information and services appropriate to their needs;
ii) Privacy and confidentiality;
iii) Comment on the quality of services received;
iv) Lodge complaints and seek alternative remedy if dissatisfied;
v) Receive proper receipt for the payment made;
vi) Be treated with respect and tolerance; and
vii) To appeal in case of dissatisfaction with our service.

6.4. Clients’ feedback on service delivery

We are committed to provide quality services to all our clients and stakeholders equally and
equitably. However, we expect to receive comments and feedback on the quality of services
provided. Therefore, we welcome opinions, comments, proposals and complaints depending
on our clients’ perception. In case of complaints, we will respond promptly to them. We
welcome feedback on the quality of our services by means of letters, verbal communication,

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 telephone, e-mail and fax. All communications should be addressed to the Executive
Secretary. We will respond to all feedback received and undertake to investigate all clients’
queries and complaints. We encourage our clients to identify themselves by name and
address when they lodge a complaint or give us feedback. We value the feedback that our
clients and stakeholders give as this will help us to improve our services. Your comments and
feedback will be treated with the utmost confidentiality. Feedback received from our clients
will be recorded with a view to measure and improve our service delivery and performance
and assist in our annual self-assessment.

7.0. How to Reach Us

All correspondence should be addressed to the Executive Secretary.

7.1. Our Physical Address

Ground floor of the former Ministry of Education, Science and Technology Building,
7 Magogoni Street, 11479 Dar es Salaam.
7.2. Our Postal Address
Tanzania Commission for Universities,

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 P. o Box 6562, Dar es Salaam-Tanzania
Tel: +255 (0) 22 2113694
Fax: +255 (0) 22 2113691
E-mail: es@tcu.go.tz
Website: http://www.tcu.go.tz.

8.0. Official working hours

Our offices are open from Mondays to Fridays between 7.30am to 3.30pm. For our Clients
and Stakeholders, services will be offered from 09:00am – 03:00pm from Mondays to
Fridays. There will be no physical service on Saturdays, Sundays and public holidays.

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 THE TANZANIA COMMISSION FOR UNIVERSITIES
Ministry of Education, Science and Technology Building, Ground Floor
P.O. Box 6562, 7 Magogoni Street, 11479 Dar es Salaam
Tel. Gen: +255 (0) 22 2113694, Fax: +255 (0) 22 2113692
Email: es@tcu.go.tz / Website: www.tcu.go.tz