Content Of Client Charter

1. Our Vision:

Building Rwanda as secure, welcoming and prosperous nation. 

2. Our Mission:

Create a secure and enabling environment for increased trade, investment, tourism and skills development, through a professionally conducted business and a high quality service. 

3. Our Core Values 

Our core values below are based on our guiding principle “People our Business”.  

a) Integrity

b) Courtesy : 

c) Compassion

d) Excellence

e) Flexibility

f) Professionalism

g) Vigilance 

4. Your Rights As Our Clients

- To be received, listened to and served with courtesy, promptness, respect and professionalism 

- To be given information you need to meet our service requirements 

- To complain to higher authorities 

- To appeal administrative decisions

- To be given priority at our entry points and front desks in case physical weakness. 

- To be served in a peaceful and secure environment 

5. HELP US HELP YOU, WE EXPECT THAT YOU: 

- Demand your rights as a good customer

- Ensure your application is complete with all accompanying documents before submission.  

- Provide us with all information we request within the specified timeframe

- Provide the reference number of your application if you are contacting us regarding an application you have already lodged 

- Tell us if you have special requirements, such as needing interpreter assistance 

- Do not offer us gifts, money or other favours.

-  Give feedback: Feedback is highly valued as an indicator of our performance against our service standards. 

6. ONLINE TOOLS AND INFORMATION 

• Website: www.migration.gov.rw

• Information kiosks 

• Notice boards at Our offices

• Television and Radio Talk shows

• Workshops with stakeholdes

• Client liaison meetings

• Call center : 

• News papers,

• Facebook: www.facebook.com/rwandaimmigration   

• Twitter: www.twitter.com/rwandamigration

7. LINKS 

The links below below provides information on services and application forms:

• Visas and permits: https://www.migration.gov.rw/index.php?id=13

• Travel documents: https://www.migration.gov.rw/index.php?id=82

• Citizenship:  https://www.migration.gov.rw/index.php?id=14

• NGO registration: https://www.migration.gov.rw/index.php?id=209

• Checking progress online: https://www.migration.gov.rw/index.php?id=27

• Online entry visa application: https://www.migration.gov.rw/index.php?id=203

• Laws and Acts: https://www.migration.gov.rw/index.php?id=61

8. FEEDBACK (WE VALUE YOUR COMPLIMENTS, COMPLAINTS AND SUGGESTIONS). THESE COULD BE:

 *About a positive experience you have had

* A comment or suggestion on how we can improve our services to you

*A complaint if you are not satisfied with the service you have received, or feel you have not been treated fairly