Customer Service Unit
The Customer Service Unit serves as the central link between the Medical Stores Department (MSD) and its customers, ensuring efficient access to services, information, and feedback. The unit coordinates daily customer engagement activities across all zonal offices and directorates to enhance service delivery and satisfaction.
The Customer Service Unit hosts and manages the MSD Customer Portal, a digital platform designed to provide customers with convenient, real-time access to MSD services and information. The portal serves as a self-service solution that enhances efficiency, transparency, and customer satisfaction across all service touchpoints.
Through the MSD Customer Portal, registered customers can:
View Stock Availability: Check the current inventory status of medical supplies and commodities.
Access Price Catalogues: Obtain updated product price lists for planning and procurement purposes.
Track Orders: Monitor order progress — from placement to dispatch and delivery — in real time.
View Account Statements: Access and download detailed financial records and transaction histories.
Register Complaints: Submit and track feedback or complaints for quick resolution.
Other Key functions of the customer service unit include, new customer registration, management of large-scale project orders, complaint handling via digital platforms, and coordination of Corporate Social Responsibility (CSR) initiatives to improve community health.
By fostering responsiveness, professionalism, and transparency, the Customer Service Unit also manages the MSD Call Center (0736 844 844), offering real-time support and guidance on MSD services, to strengthen stakeholder trust and ensure a seamless customer experience in alignment with MSD’s motto — “Dedicated to Save Life.”
