CORPORATE AFFAIRS COMMISSION
(Established under the Companies and Allied Matters Decree No 1, 1990)
Ilorin office
Internal memo
OPERATIONAL MANUAL FOR CAC
PUBLIC RELATION/CUSTOMERS SERVICE
S/ SERVICES ACTIVITIES DEPT/UNIT EXPECTATION SERVICE MEANS OF
N RENDERED INVOLVED DELIVERY REDRESS AGAINST
PERIOD FAILURE
1 ACCREDITATI Issuance of Customers Fast and 2 Weeks Report to the
ON accreditation form Service Efficient Service Deputy manager
to the customers
2 ENQUIRIES Enlightening the Customers Effective and 10Minute Report to the
customers about Service Efficient Service s Deputy manager
services rendered
by the commission
3 PUBLISHING Daily update of Customers Fast and 3 Hours Report to the deputy
OF KIV FILES queried files and Service Efficient Service manager
AND certificates
CERTIFICATE awaiting collection
S AWAITING
COLLECTION
4
5
6
OPERATIONAL GUIDELINES FOR CAC
PUBLIC RELATION/CUSTOMERS SERVICE
1. Only the chairman of the commission, the Registrar General or any officer directed
by them is authorized to issue release or statements to the Press.
2. Lists of queried applications for business Name registration, as well as lists of
certificates awaiting collection shall be published regularly on the notice board of
the state office.
3. The volume of services provided by a state office shall be compiled and sent to
Head Office monthly.
4. All enquires and complaints are to be handled courteously and satisfactorily.
5. Adequate protocol arrangements for Board Members, Management staff and invited
guests of the state office must not be compromised.
6. There should exist, at all times, excellent relations between the state office, the
median and the community.
DISTRIBUTION LIST
HOLDER CONTROLLED I D RECEIVED BY
ZONAL HEAD 001
CUSTOMER SERVICE DEPT 002
INTERNAL AUDIT DEPT 003
GENERAL COPY 004
1. DOCUMENT/CERTIFICATE DISPATCH PROCESS MAP
Approve cert Confirm that cert Register Receive evidence
Iffrom
noregistry
dept
is correct with
the list if yes document in
dispatch
of payment and
confirm whether
If no register the customer
collecting is the
right person
If satisfied if not satisfied
Dispatch Ask
certificate/d customer to
ocument comply
2. ACCREDITATION PROCESS MAP
Issuance of Receives if th
accreditatio completed if rm wi
n forms to form with n on t
Co cati ng mee
customers qualifying i i
p pl lify ents nt
documents a ua m e
Q ocu irem
d qu
re
If no if yes
Return document Assess for
to Applicant for payment Receive
compliance document after
payment and
Audit then send
to Head Office
Receive
accreditation
card from Head
Office, register
and dispatch to
customer
3. QUERIES HANDLING PROCESS MAP
Receive Ensure
query from proper
Registry compliance upkeep of
Department records
ist t
Contact Customer for
eg en
fo ck doc nce
se mp fter
ry
pr r to r um
ba nd lia
co A
s
es
oc
4. VERIFICATION AND ASSESSMENT PROCESS MAP
After
If okay assessment
forward for return to
assessment customer
Receive Verify
application application
for and support
verification document
and to ensure
assessment compliance
with Otherwise
CAMA return to
customer
5. AVAILABILITY PROCESS MAP
Receive
and make input
es on r e
e r s s o ic
checklist with
physical form
t ed d
Availability
for Approval
rin an
th nie ve off
Forward
form and
t p ne
de pro ead
completed
IMS staff
ul li
register
ap H
availability to
from IMS
customer
The print out result
is forwarded to
customer service
for dispatch to
customers
6. ENQUIRIES/COMPLAINT HANDLING PROCESS MAP
Respond to
Enquiries/c
back to customer
enquiries
input from other
dept contact and
If there is any
omplaint t /complaint
communicate
from en t by
m n
customer o cu plai designated
D om ved
/c cei officer
re
Where
customer is
satisfied
close out by
cu tisf n to cess e
y
sa tio ne is
ar
ac ke herw
ensuring that
he/she
ta Ot
complete the
sto y
er
comment
m
section of
CUSTOMER SERVICE OBJECTIVE complaint
form
To satisfy our
valued customers
