Service charter
How we handle your feedback
What happens after you contact us, who deals with it, and how quickly you can expect a response.
The steps
You submit
Use the online form for feedback, a complaint, compliment, suggestion or enquiry. You receive a reference number straight away, and by email or SMS if you gave contact details.
We review and route it
Customer service checks the submission, sets its priority and assigns it to the department responsible, such as Registry, Finance or an academic department.
The department acts
The assigned officer investigates and responds within the target time. Anything not handled in time is escalated automatically to senior management.
We close the loop
You are told the outcome and may be asked to rate the service. Complaints can be reopened if the issue is not resolved.
Response times
Our target response times
Targets are set by priority. Urgent matters, especially those affecting safety or wellbeing, are handled first. Times are calendar time, counted from when we receive your submission.
Complaints
| Priority | Target response |
|---|---|
| Critical (safety, harassment, urgent) | 24 hours |
| High | 3 days |
| Normal | 7 days |
| Low | 10 days |
Enquiries
| Priority | Target response |
|---|---|
| Urgent | 24 hours |
| High | 2 days |
| Normal | 3 days |
| Low | 5 days |
Our commitments
Confidentiality
Only staff handling your case can see your details. Every access is logged.
Anonymous option
You may submit feedback or a complaint without giving your name.
No retaliation
Raising a concern will never affect your studies or your application.
Fair review
If you are not satisfied with the outcome, you can reopen a complaint for further review.
Applications are made only on the official portal, apply.langatatvc.ac.ke. Enquiries sent through this website are for questions and do not count as an application.
Go to the portal