Service Charter

Our Service Commitment
GCU is responsible for leading the process of government contracts management that efficiently brings value to the Government of Malawi

Our aim is to ensure our services are responsive to customer needs and provide value for money outcomes to Government. We strive to offer open and equitable advance to MDAs and private investors and enterprises on contracting services

These services are delivered inline with the timelines as indicated in our service charter

1. Our Customers
   We have a broad range of customers but primarily ones are:
   • Government Ministries and Departments
   • Statutory Corporations
   • Local Authorities
   • Private Partners
   • Contractors
   • Consultants/service providers
2. Key stakeholders
   GCU has a number of key stakeholders in its course of delivering services to its customers. Visit the stakeholders section of this website for more details

3. Service Focus
   When dealing with GCU, you can expect a high quality service. This service aims to specifically support the following standards which we aspire to always achieve

   Our services are delivered expediently, promptly and professionally with timelines as indicated in our service charter

4. Our Specific Services
   Our specific services are:

   • Pre-contract reviews
   • Contract vetting
   • Technical audits and investigations

   Our services are delivered inline with the timelines as indicated in our service charter

5. Access to Information and Resources
   We make relevant information and resources easily accessible

   We provide access to our information through our websites, via post, email, telephone and in person through our specialists. Our offices are open for information during the official working hours from 7:30am to 5:00pm.

6. Manner of Our Service Delivery
   Our services are delivered fairly and equitably:
   • We process all contract submissions on first come first served basis
   • We act with integrity and impartiality to ensure customers are treated equally
   • We ensure our services are error free, however where errors occur we acknowledge and rectify
   • We treat all customers with courtesy and respect; and
   • We respect the customers right to be heard
7. Privacy and Confidentiality
   GCU respect customers' privacy in relation to any information held by it. GCU only discloses any confidential information in accordance with the dictates of the Laws of Malawi
8. Partnership
   We respect the roles of the key stakeholders in the contract management cycle and shall always consult them on matters that fall within their jurisdiction. We endeavour to complement the stakeholders’ roles and avoid duplicating their work in order to ensure maximum value from contracting processes
9. Customer Rights and Obligations
   Our commitment to providing the high level of service is dependent on customers fulfilling their rights and obligations. GCU expectations, therefore, are that customers have rights and obligations as per our service charter
10. Service Improvement, Feedback and Review of Service Charter
    There may be occasions where standards outlined in this document do not satisfy customers' requirements and if this occurs, GCU encourages all its customers to provide it with feedback to improve its services. Customer feedback is essential for improving GCU services. Should customers have positive or negative feedback about service provided to them by GCU, your are encouraged to submit your feedback to us