Service Charter

Services Rendered	Client Requirements	Fee (MWK)	Time lines
Reception service Switchboard	Cooperation from clients	Free	5 minutes ringing not more than 5 times
Provision of public relations services	Appointment, letter, call, questionnaire	Free	2 hours to 5 working days
Provision of feedback to clients (correspondence)	Relevant documents	Free	5 to 10 working days
Provision of technical and policy advice on: Long- and medium-term national development strategies Monitoring and Evaluation National Budget Public enterprises’ financial compliance Internal audit Best practices on donor financing Population Financial sector Pension Public Sector Investment National Social Support Programmes Financial Management	Appointment, letter, call	Free	2 hours to 5 working days
Provision of information and data on: Government Finance Statistics Budget and expenditure Fiscal framework Macroeconomic and social data National development strategy/reviews Risk management and internal controls Public expenditure reviews National annual food security forecast Monitoring and Evaluation Public Sector Investment	Formal letter, email, phone call	Free	1 working day
Response to client and service providers on: Payments Complaints	All valid documents	Free	5 working days
Provision of Financial Services
Payment of salaries	All relevant documents	Free	27^thof every month
Payment of Pensions	All relevant documents		14^thof every month
Payment of gratuities	All relevant documents		6 months
Opening of Bank Accounts for MDAs	All relevant documents		3 days
Processing payments for MDAs	All relevant documents		3 days
Submission of financial statements	All relevant documents		31^stOctober every financial year
Resolution of IFMIS problems			5 working days
Provision of budget ceilings to MDAs	None	Free	End of February
Provision of funding to MDAs
Pensions	Cash flows	Free	10^thof every month
ORT			15^thof every month
Personal Emoluments			15^thof every month
Development part 2			15^thof every month
Processing of virement warrants	Virement application	Free	10 working days
Project appraisal	Project proposal	Free	20 working days
Processing of donor funds withdrawal applications from MDAs	Application forms	Free	5 working days
Process payments instruction for external loans	Bills	Free	5 working days before due date
Provision of the economic and fiscal policy statement	None	Free	1^stApril
Provision of budget documents Budget statement Economic report Financial statement Output based/programme based Detailed budget	None	Free	May
Processing of concessions	Application letter	Free	5 working days
Provision of notification of arrival for technical assistants	Application letter	Free	2 working days
Processing of applications for work permits	Application letter	Free	2 working days