Service Charter
Our formal commitment to service excellence, defining the standards, timelines, and quality benchmarks you can expect from Derrickson Systems Ltd.
📄 Introduction
Derrickson Systems Ltd is committed to providing efficient, transparent, and professional customs clearance and freight forwarding services to all our clients. This Service Charter outlines the standards of service you can expect, the timelines we commit to, and the mechanisms we have in place to ensure accountability and continuous improvement.
Our Service Commitments
We hold ourselves accountable to the following service standards across every engagement:
Rapid Response
All inquiries receive a detailed quotation within 6 working hours — covering all charges, duty estimates, and document requirements.
6-hour SLATransparent Pricing
Upfront, itemized quotations with no hidden fees. All statutory charges and taxes are billed at cost. Any deviations explained in writing.
Zero Hidden FeesDocument Accuracy
100% verification of all import documentation before submission to KRA and other government agencies to minimize rejection risk.
Verified SubmissionsTimely Clearance
End-to-end customs clearance within the timeframes specified in our schedule matrix below, barring government agency delays.
2–5 Day TargetProactive Communication
Regular status updates at every milestone. You'll never need to chase us — we update you before you ask.
Milestone UpdatesAccount Reconciliation
Comprehensive post-clearance reconciliation with a final tax invoice. Refunds or credits processed within 48 hours of cargo release.
48-hour Reconciliation📅 Service Level Schedule Matrix
Estimated processing timelines by department and cargo type. These are our committed service standards under normal operating conditions.
| Process / Department | FCL Container | Air Freight | LCL | RORO Vehicles |
|---|---|---|---|---|
| 📩 Marketing & Client Relations | ||||
| Client inquiry & quotation | 1–4 hrs | 1–4 hrs | 1–4 hrs | 1–4 hrs |
| 💼 Operations & Documentation | ||||
| Quote approval & document collection | 1 day | 1 day | 1 day | 1 day |
| ⚖ KRA — Import Declaration (IDF) | ||||
| IDF application & approval | 1–2 days | 1–2 days | 1–2 days | 1–2 days |
| ⛳ Ship Agent & Shipping Line | ||||
| Manifest application & delivery order | 2–5 days | 1 day | 1 day | 1–2 days |
| 🏛 Port / Container Freight Station (CFS) | ||||
| Cargo arrival, berthing & discharge | 1–5 days | 1–8 hrs | 1–5 days | 1–5 days |
| Customs verification & release | 2–5 days | 1–5 hrs | 2–5 days | 2–5 days |
| 🚚 Logistics & Final Delivery | ||||
| Transport & final delivery to consignee | 1–2 days | 1 day | 1–2 days | 1–2 days |
💡 Timelines are estimates under normal operating conditions and may vary due to factors outside our control, including KRA processing volumes, port congestion, and government agency inspection schedules.
🌎 Scope of Service
Our services cover the full spectrum of customs clearance and logistics for imports and exports at all Kenyan customs entry and exit points:
Quality Standards
Our service delivery is guided by these core principles:
Accuracy
99%+ HS code classification accuracy target. All tariff codes double-verified before KRA submission.
Timeliness
Strict adherence to the schedule matrix. Proactive escalation when timelines are at risk.
Compliance
Full adherence to EACCMA, KRA regulations, KEBS standards, and all relevant Kenyan trade laws.
Communication
Named account manager for every client. Weekly progress reports for active consignments.
📰 Communication & Reporting Standards
Complete quotation with full cost breakdown within 6 working hours of inquiry.
Status notification at every milestone: document receipt, IDF approval, customs entry, verification, and delivery.
Initial response to complaints within 4 working hours. Resolution target within 24 working hours.
Comprehensive account reconciliation with final tax invoice within 48 hours of cargo release.
This Charter is Our Bond
Derrickson Systems Ltd is committed to the standards set forth in this Service Charter. We review and update this charter annually to ensure it reflects our commitment to continuous improvement.
— George Njenga, CEO • Derrickson Systems Ltd • info@derricksonsystems.co.ke • +254 722 478 121