CONTENT OF CLIENT CHARTER

OUR VISION

Building Rwanda as secure, welcoming and prosperous nation. 

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. 

OUR CORE VALUES  

a)         Integrity

b)         Courtesy : 

c)         Compassion

d)         Excellence

e)         Flexibility

f)          Professionalism

g)         Vigilance 

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 

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. 

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

LINKS 

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

•           Visas and permits: https://www.migration.gov.rw/our-services/visa/

•           Travel documents: https://www.migration.gov.rw/our-services/passport/

•           Citizenship:  https://www.migration.gov.rw/our-services/citizenship/

•           Online entry visa application: https://irembo.gov.rw/rolportal/en/epayment-dgie

•           Laws and Acts: https://www.migration.gov.rw/publications/laws/

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