Service Charter
PURPOSE OF THE SERVICE CHARTER
The purpose of this Service Delivery Charter is to define the service standards expected from the Veterinary Medicines Directorate. The Directorate is committed to providing quality services that meet stakeholders’ needs, and further endeavours to attend to stakeholders with integrity, objectivity, confidentiality and competence.
MANDATE
Regulate the manufacture, importation, exportation, registration, distribution, prescription and dispensing of veterinary medicines and practice of veterinary pharmacy in Kenya.
VISION
To be a world class regulatory body promoting the responsible, safe and effective use of Veterinary Medicines and other animal health products.
MISSION
To protect public and animal health, the environment and promote animal welfare by assuring the safety, quality and effectiveness of Veterinary Medicines and other animal health inputs.
CORE VALUES
- Professionalism
- Integrity
- Transparency and Accountability
- Teamwork
- Meritocracy
- Inclusivity
Customer Service Delivery Charter:
|
No. |
Service offered |
Requirement to Obtain Service |
Charges |
Timeline |
|
|
1 |
Enquiries |
|
Free |
Immediate |
|
|
2 |
Feedback to Customers |
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|
|
Acknowledgement of email receipt |
|
Free |
Within 1 day |
|
|
|
Feedback to customer’s complaint.
|
|
Free |
Within 3 months |
|
|
3 |
Issuance of licenses |
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|
|
i. Manufacturing |
a) Application form b) GMP certificate
|
Ksh 30,000 annually |
Within 5 days |
|
|
|
ii. Wholesale Dealers Pharmacy |
a) Application form b) Certificate of incorporation c) Company pin d) Professional qualification certificate |
Ksh 30,000 annually
|
Within 5 days |
|
|
|
iii. Retail Veterinary Pharmacy |
a) Application form b) Professional qualification certificate |
Ksh 10,000 annually |
Within 5 days |
|
|
4 |
Inspection of Veterinary Premises |
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|
|
|
Application form Payment of inspection fee |
Ksh 30,000 Payable once |
Within 3 months |
|
|
|
ii.Retail Veterinary Pharmacy |
Application form Payment of inspection fee |
Ksh 15,000 payable once |
Within 3 months |
|
|
5 |
Good Manufacturing Practice Inspection |
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|
|
Foreign site |
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|
i) Pre-registration Inspection |
Application form Site master file |
USD 4000
|
Within 18 months |
||
|
ii) Routine |
Application form Site master file |
USD 4000 |
Within 18 months |
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|
|
Local site |
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|
|
|
Application form Site master file |
Ksh 100,000 |
Within 18 Months |
|
|
|
ii. Routine |
Application form Site master file |
Ksh 100,000 |
Within 6 Months |
|
|
6 |
Issuance of GMP certificate |
|
Free |
Within 3 months after inspection |
|
|
7 |
Import and export of Veterinary Medicines |
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|
Issuance of Import permit |
Refer to http://infotradekenya.go.ke |
Ksh 1,000
|
Within 72 hours |
||
|
Issuance of Export permit |
Refer to http://infotradekenya.go.ke |
Free |
Within 72 hours |
||
|
8 |
Registration of Veterinary Medicines |
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|
Technical product information cGMP Local Certificate of Analysis Sample |
USD 1000
|
Within 18 months |
||
|
Technical product information cGMP Local Certificate of Analysis Sample |
USD 500 |
Within 18 months |
||
|
|
|
Technical product information
|
Free |
Within 6 months |
|
|
9 |
Variations of registered veterinary medicines
|
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|
i. Major Variation |
As per Variation guideline http://www.vmd.go.ke/guideline |
Free |
Within 6 months |
||
|
ii. Minor Variation |
As per Variation guideline http://www.vmd.go.ke/guideline |
Free |
Within 3 months |
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|
10 |
Retention of Veterinary Medicine in the register by 31st March |
Application form All applications to be received between 1st October and 31st December |
USD 300 |
Within 3 months |
|
|
11 |
Retention of devices, feed additive and Biocidals by 31st March |
Application form All applications to be received between 1st October and 31st December |
Free |
Within 5 days |
|
|
12 |
Appeals for rejected application for registration of veterinary medicine |
Written request |
USD 300 |
Within 3 months |
|
|
13 |
Issuance of Advertisement permit for veterinary medicine |
As per advertisement guideline http://www.vmd.go.ke/guideline |
Ksh 50,000 |
Within 30 days |
|
|
14 |
Duplicate license/certificate |
Written request |
Ksh 1,000 |
Within 5 days |
|
WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY
Any service rendered that does not conform to the above standards or any officer who does not live up to
commitment to courtesy excellence in service delivery should be reported to;
The Chief Executive Officer
Veterinary Medicines Directorate
P.O. Box 66171-00800
Westlands, Nairobi
Telephone: 0743795395
Email: info@vmd.go.ke
OR
The Commission Secretary/Chief Executive Officer
Commission on Administrative Justice
2nd Floor, West End Towers, Waiyaki Way, Nairobi
P.O. Box 204140-00200 Nairobi
Telephone: +254 (0)20 2270000/2303000
Email: feedback@ombudsman.go.ke
Huduma Bora ni Haki Yako