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 

 

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