Education for Eternity
UNIVERSITY
SERVICE
CHARTER
Contents
A glance of AUCA ………………………………………………………….………....
06
Introduction …………………………………………………………………….…….......
07
Corporate Identity ....................................................................
08
Belief & Values …………………………………………………………………...…….
09
Structure and Governance ...................................................
11
Values vis-avis Customer Care ………………………………....……..
12
Core functions ……………………………………………………………...……………
12
AUCA Clients ............................................................................
13
Feedback Mechanism …………………………………………………..………..
14
Information and Communication ………………………………………..
14
Service Charter ………………………………………………..........................
15
3
4
OFFICES’
EMAILS
DIRECTORY
GENERAL INQUIRIES
1
Adventist University of Central
Africa info@auca.ac.rw
admissions@auca.ac.rw
Customer Experience Feedback
feedback@auca.ac.rw
SENIOR OFFICES
2
Office of the Vice
Chancellor
vc@auca.ac.rw
3
Office of the Deputy Vice Chancellor
Academic dvc.academics@auca.ac.rw
4
Office of the Deputy Vice Chancellor for
Finance dvc.finance@auca.ac.rw
5
Office of the Deputy Vice Chancellor for Public Relations
dvc.pr@auca.ac.rw
DIRECORATES
6
Office of the Director of Quality Assurance
quality@auca.ac.rw
7
Office of the Director of Marketing and Communications
communications@auca.ac.rw
8
Office of the Director of Academic Records and Registrar
registrar@auca.ac.rw
9
Office of the Director of Industry
Development and Consultancy
industry@auca.ac.rw
10
Office of the Director of Language Center,
Research and Publications
research@auca.ac.rw
4
5
11
Office of the Director of Post Graduate
Studies pg@auca.ac.rw
23
Office of the Head of Department,
Management
hod.management@auca.ac.rw
12
Office of the Director of Students
Services
studentsoffice@auca.ac.rw
24
Office of the Head of Department, Marketing
hod.marketing@auca.ac.rw
14
Office of the Director of Human Resource
hr@auca.ac.rw
25
Office of the Head of Department, Nursing
hod.nursing@auca.ac.rw
FACULTIES
26
Office of the Head of Department, Software Engineering
hod.software@auca.ac.rw
14
Office of the Principal / Health
Sciences
principal.health@auca.ac.rw
27
Office of the Head of Department, Information
Management
hod.information@auca.ac.rw
15
Office of the Dean / Faculty of Nursing
dean.nursing@auca.ac.rw
28
Office of the Head of Department,
Networks and Communication Systems
hod.networks@auca.ac.rw
16
Office of the Dean / Faculty of
Education
dean.education@auca.ac.rw
17
Office of the Dean / Faculty of Information Technology
dean.it@auca.ac.rw
OTHERS
29
Office of the Chief
Accountant
finance@auca.ac.rw
18
Office of the Dean / Faculty of Theology
dean.theology@auca.ac.rw
19
Office of the University
Chaplain
chaplain@auca.ac.rw
30
Office of Examinations
examinations@auca.ac.rw
31
Library Services
library@auca.ac.rw
20
Office of the Dean / Faculty of Business Administration
dean.business@auca.ac.rw
DEPARTMENTS
32
Career Guidance
career@auca.ac.rw
21
Office of the Head of Department, Accounting
hod.accounting@auca.ac.rw
33
IT Support Services
support.it@auc.a.c.rw
22
Office of the Head of Department,
Finance hod.finance@auca.ac.rw
5
Masoro
Campus
Aerial
View
AUCA AT A GLANCE
Official opening on 15 October 1984 at Mudende in
the Nortehrn Province, with 7 faculties. The first
private university to be established in Rwanda,
AUCA has maintained its sterling reputation
locally and regionally as a HLI whose graduate
excel academically.
Acquisition of the definitive operating
license via the law n0 0056/05 of 3rd
February 1988, granting AUCA the legal
personality as a nonprofit making
association.
From 7 May 1996, University relocated
to Kigali City, and reopened a
transition Campus at Gishushu.
6
22 JULY 2007. Inauguration of the
Academic Bloc at Masoro campus, then
housing faculties of Business,
Thelogy,and Education
MARCH 2015. A Ministerial decree authorises
AUCA’s Nursing school at Ngoma campus to
offer undergraduate programme training.
FEBRUARY 2015. Inauguration of the
Science and Technology Center at
Gishushu campus, which houses the
faculty of IT and Masters programmes..
02 SEPTEMBER 2019. Inauguration of the
Adventist School of Medicine of East-Cen-
tral Africa (ASOME) at Masoro campus.
INTRODUCTION
The current Service Charter is the epitome of the Adventist University of Central
Africa’s commitment to the provision of quality services to its customers. The
presentation of this document is in line with the university’s strategies to spur
service delivery and making customers the center of our interest.
Thus, it is the reflection and embodiment of AUCA’s tradition of excellence as
far
as teaching, research, consultancy and service to community are concerned.
The Service Charter outlines the scope and the standards of service rendered to
both our students and staff, not forgetting stakeholders, and is expected to be a
tool to
increase the information available to AUCA customers.
By this Service Charter, AUCA means to espouse the following principles and
values
for the sake of service delivery: Serving clients with respect and dignity;
providing efficient and effective service to all customers and stakeholders;
upholding professionalism, transparency accountability.
7
WHO WE ARE
Vision
AUCA is committed to being the center of excellence in undergraduate and graduate programs. Quality shall
be the hallmark of all its undertaking including research and service delivery to its Students, Faculty, Staff
and the Community at large.
Mission
AUCA is committed to providing Christ-centered quality education founded on a holistic
approach that prepares people for the service of this life and the life to come.
Philosophy
The Adventist University of Central Africa operates on the basis of the Seventh-day
Adventist worldview, which holds that God is the Creator and Sustainer of the universe
and the source of true knowledge. The entrance of sin caused man’s alienation from
God,
therefore the restoration of the relation between man and God is the main aim of
the Christian Education that leads students to discover and understand the truth
through critical thinking.
Motto
Education for Eternity
8
BELIEFS AND VALUES
AUCA is a Seventh-day Adventist institution of higher learning that nurtures the
mental, spiritual, social and physical capacities of its personnel and students. The
values of the University are rooted in the Bible and should be seen in the daily
activities of the university administrators, workers, and students. Through a
process
of discernment based on dialogue, critical thinking, and reflection,
university designates the following as core beliefs and values of AUCA:
Love
Informed by the example of Jesus Christ, and by the fundamental beliefs of
the Seventh-day Adventist Church AUCA demonstrates a spirit of unity and
connectedness with one another through expression, courtesy, hospitality,
shared values and loving communication regardless ethnicity, gender, or
other
considerations. AUCA extends this value of community by reaching out to
neighbors
and to members of the larger civil and ecclesial communities.
Faith
AUCA is a faith-based institution of higher learning. The faith nurtured in the
institution is rooted in the teachings of Jesus Christ and in the 28 beliefs of
the Seventh-day Adventist Church. While other religious traditions and
individual
beliefs of our personnel and students are respected, the university
administration and faculties are expected to integrate a biblical, Seventh-day
Adventist faith into
learning activities of the students.
Integrity
Concerned for the good of the community in this life and the life to come is the
9
University goal as it commits itself to honesty in all relations with students, faculty,
staff
and administration. Through the University integrity, workers and students earn
and
maintain the trust of the surrounding community, public, and governmental
agencies.
Respect
AUCA values and respects the
contribution
of
each
member
of
the
university
community to the advancement of the mission of AUCA. AUCA encourages and supports
each other as
colleagues working together for the good of the whole institution.
Compassion & Care
Inspired by the example of Jesus Christ AUCA opens its workers and students’ hearts
to
those in physical, spiritual and mental need. AUCA consciously reaches out beyond
its boundaries to serve others in need with compassion and mercy.
Fairness and Justice
Recognizing the dignity of all persons (students, staff, teachers and administrators) AUCA
seeks to avoid any acts of injustice toward each other and addresses instances of injustice
both within and outside of the university community from a stance of informed advocacy.
AUCA holds each other accountable and endeavors to practice responsible stewardship
of
the resources available to us.
Excellence
As a faith based institution of higher learning, AUCA seeks to combine faith with reason
in the pursuit of academic excellence. AUCA Senate and Administration call all
members of the university community to excel as individuals and as professionals
within their specific
roles.
10
SĪRUCĪURE AND GOVERNANCE
Chancellor: Represents the University.
University Council: Headed by the Chairman, the University Council is the supreme
organ entrusted with the governance of the University;
Vice-Chancellor and President: Oversees the management of the university on all
aspects;
Deputy Vice-Chancellor for Academic Affairs: Responsible for the development of
syllabi and regulations, examinations, postgraduate studies, research, admissions
and academic staff training;
Deputy Vice-Chancellor for Administration & Finance: Responsible for human
resource management, finance and assets;
Deputy Vice-Chancellor for Public Relations: Responsible for connecting the
university to the general public;
Administration Committee (AdCom): Co-ordinates the University development
programmes, ensures efficient management of resources, and makes policy
proposals to the Council and Senate;
The Senate: Supreme academic organ that determines and oversees all academic
programmes;
Academic Committee: The academic committee is in charge of weekly plans of
academic affairs.
11
VALUES VIS-A-VIS CUSĪOMER CARE
This Service Charter covers guidelines about service delivery methods and timelines,
and promotes integrity, objectivity and impartiality, transparency and accountability,
listening
and understanding, effectiveness and efficiency and promptness:
Team work: In the course of performing our duties, we shall work as a team at all levels;
Good corporate governance: We
embrace
and
practice
good
corporate
governance. In this regard, we shall ensure that all our processes and procedures
are marked by efficiency, effectiveness and transparency. We are accountable for
our decisions and actions; our decision-making processes are participative and
consultative; and our
actions reflect meritocracy and are open and transparent;
Professionalism: In all our activities, engagements and interactions, we shall
maintain
ethical behaviour, professional etiquette and honesty;
Responsible Corporate Social Responsibility: We shall nurture responsible corporate
citizenship and ensure a strong corporate social responsibility to local communities.
Respect for and conservation of the environment: In all our activities, we shall strive to
respect and protect the environment.
CORE FUNCĪIONS
Teaching and Learning: AUCA offers innovative, relevant and market driven academic programmes, at
both undergraduate and graduate levels;
Research: As part of its mandate to generate, preserve and disseminate knowledge, the University has
created a conducive environment to undertake quality and relevant research to impact communities;
Consultancy: AUCA has integrated consultancy within its core functions;
Community Outreach: The University will be participating in community programmes and activities as
part of its Corporate Social Responsibility.
12
13
AUCA CLIENĪS - WHO ĪHEY ARE
University clients/customers comprise the following but not limited to:
students and alumni; Staff; parents; suppliers and partners/stakeholders,
researchers;
international organizations, local communities and general
public.
Client Rights And Expectations
AUCA clients expect fair treatment. Thus, the Adventist University of Central
Africa will ensure students have a right to efficient and effective service
through:
Professionalism and transparent processes; prompt and fair
processing
of examination results, transcripts and certificates;
involvement of Alumni in the governance and development of the
University; safe and
healthy and conducive environment; timely
feedback/response to their
requests.
13
University expectations
AUCA expects its customers (students) and stakeholders to treat staff with respect
and
courtesy; provide sufficient and accurate information to enable them respond to
requests appropriately; pay all fees and dues in time; support and
endorse
University
programmes and activities; observe AUCA rules and regulations and provide feedback
and comments on
the service rendered.
FEEDBACK MECHANISM
For a good implementation of this Service Charter, AUCA calls on
continuous
interaction
with all parties using or seeking its services. To fastrack the level of satisfaction of
customers vis-m-vis AUCA services, the following tools will be used in order to get
clients’
feedback:
Customers’ feedback form at each unit; Paper-based or electronic suggestion boxes;
Customer surveys; Formal complaints system
Complaints, compliments and suggestions should be forwarded to heads of departments
and in case of appeals, to the Office of the Vice-Chancellor. A feedback may be
channeled via telephone, letters, e-mail or suggestion boxes. Customers confidentiality
and privacy
shall be respected. All feedback shall be addressed within seven days
maximum upon reception.
INFORMAĪION AND COMMUNICAĪION
AUCA will seek to use the following channels to ensure maximum availability and
visibility
of its services to users and stakeholders:
Public relations/Customer or Information Desk; Marketing campaigns: media, meetings/
conferences, engagements, Open days; Promotional materials; Website and online media.
14
SERVICE
REQUIREMENTS
HOW LONG DOES
IT TAKE?
OFFICE IN
CHARGE
CHARGES
(FRWS)
1
Enquiries
Specify the enquiry
Immediate
Concerned Office
Free
2.
Student Admission
Complete application
documents and duly
filled
in application form
Maximum 1 week
(7 working
days)
upon
receicing
application file
Registrar’s Office
30,000
(Nationals)
50 USD
(Internationals)
3.
Student Registration
Admission Letter
Maximum
2 working days
Registrar’s Office
25,000
4.
Courses registration
Having registered for the
semester
Maximum 2 hours
Faculty &
Registrar’s Office
Free
5.
Transcripts
Upon request and having
succeeded courses
2 hrs
Registrar’s Office
10,000
6.
Recommend
ation letter
Having successfully
completed all the
academic requirements
2 hrs
Registrar’s Office
Free
7.
Certificate of
Attendance
Being AUCA student and
upon request
30 mins
Registrar’s Office
5,000
8.
Language
Proficiency
Certificate
Being AUCA student
and
upon request
2 hrs
Registrar’s Office
5,000
9.
A1 Diploma
Having successfully com-
pleted 68 credits
Maximum 3 months
Registrar’s Office
10,000(below 7
sem.) and
15,000(7+ sem.)
10.
Degree
Having completed and
cleared all the
academic
requirements
Maximum 2
months
after
Graduation
Registrar’s Office
Free
11.
Make up Exam
Signed exam make up
form and upon
presenting a founded
justification of
absence from exam
30 mins for service
and a specified
time
for exam
Examinations’
Office
50% of the
course’s cost
12.
Exams Timetable
Claims
Registration Form
1 hrs
Examinations’
Office
Free
13.
Class Card
Proof of payment of fees
1 hrs
Business Office
As per specified
fee
SERVICE
REQUIREMENTS
HOW LONG DOES
IT TAKE?
OFFICE IN
CHARGE
CHARGES
(FRWS)
14.
Teaching (Access to
classes)
Payment of full tuition fee
As per timetable
Faculty
As per Faculty
specified fee
15.
Application Letters
for Internship
Having completed 100
credits
1 day after formal
request
Faculty
Free
16.
Submission and
ac- ceptance of
Thesis/
disseratation titles
-
A form signed by
the
advisor/Supervisor
-
Proof of payment
of
thesis/disseratation
fee
Two Weeks
after
the
deadline of
submission
Faculty
Free
17.
Thesis or
Disseratation
Defense
Having submitted
the
thesis/dissertation
Two weeks
after
submission
Faculty
Free
18.
Exam Permit Card
Proof of payment of
school fees
5 mins
Business Office
Free
19.
Final Exam
-
Having at least
75% of class
attendance
-
Exam Permit Card
As per timetable
Examinations
Office
As per
Faculty
specified fee
structure
20.
Availing of marks to
students
Having written exam
Maximum 3 weeks
after exam
Faculty
Free
21.
Use of Library
Student ID Card
Opening hours
Librarians
Free
22.
Payment of goods
and services
Receipt note
Max 30 days after
delivery
Business office
Free
23.
Payments of salaries
AUCA Employee
20
th
of every month
Business office
Free
24.
Response to
correspondences
Receipt of correspon-
dence
Max 7 days
Concerned Office/
Staff
Free
25.
Feedback to com-
plaints and
sugges-
tions
Receipt of
complaint/sug-
gestion
Max 7 days
Concerned Office/
Staff
Free
26.
Recommendation
Letter for Study Visa
Admission letter/Student
ID & Passport
30 min
Office of the DVC
Academics
Free
