Every interaction with the Kenya Embassy in Luanda is held to the standards of Kenya's Public Service Charter and the Ministry of Foreign and Diaspora Affairs' published service standards:

• Courtesy and respect from the first contact.
• Clear information about fees, documents required and turnaround time before you start.
• Acknowledgement of every written enquiry within three working days.
• Confidentiality of all personal information.
• A complaints channel if a standard is missed.

Indicative timelines for the most common consular services are published on the relevant service page. Where a service requires processing in Nairobi (e.g. passport renewal, document attestation), the published timeline includes Nairobi handling time and secure courier in both directions.

If a service standard is not met, please write to luanda@mfa.go.ke with the subject line Service complaint. The Head of Chancery personally reviews every complaint and responds within five working days.