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NaMATA Service Delivery Charter

English Version

Citizens' Service Delivery Charter

Our commitment to serving you with transparency, efficiency, and excellence

S/No. SERVICE/GOOD REQUIREMENT TO OBTAIN SERVICE/GOOD COST OF SERVICE/GOOD TIMELINE
1. Respond to customer complaints Register the complaint with us None 4 days
2. Addressing customer concerns and enquiries Adherence to Commission on Administrative Justice (CAJ) guidelines None 21 days
3. Payment for goods/services and works rendered as per the contract agreement terms Delivery note, invoice and Certificate of works Contract Terms Contract Terms
4. Acknowledgement of information inquiry Request for information None 4 days
5. Addressing information requests A copy of request for information raised None 14 days
6. Response to phone calls (landline or any other official line) Phone call None 15 seconds
7. Response to enquiries by walk-in clients Walk in and make the enquiry None 1 minute
8. Responses to correspondence
Written correspondence (letters)
Email and social media (Twitter, Facebook and YouTube)
 None
5 days
1 day
9. Response to public complaints and grievances Make a complaint None 1 day
10. Resolution of complaints Make a verbal or written complaint None 14 days
11. Convey the results of procurement processes post-award Adherence to Public Procurement Regulatory Authority (PPRA) guidelines None 2 days
12. Registration of Suppliers
  • Duly filled application letter
  • Company profile
  • Certificate of incorporation/registration
  • Pin certificate
  • Valid tax compliance certificate/exemption
  • Copy of certificate of registration with relevant regulatory bodies
  • Business permit license
 None 14 days

WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY

Any service/good rendered that does not conform to the above standards or any officer who does not live up to commitment to
courtesy and excellence in Service Delivery should be reported to:

Director General,

Nairobi Metropolitan Area Transport Authority,
The Commission Secretary/Chief Executive Officer
Kings Prism Towers, Upperhill, 3rd Floor,
3rd Ngong Avenue,
P.O Box 30117-00100
NAIROBI, Kenya
Phone: +254 (0) 20 2734886
Email: info@namata.go.ke

Commission on Administrative Justice,

West End Towers Opposite Aga Khan High School
off Waiyaki Way – Westlands
P.O. Box 20414 – 00200, NAIROBI.
Tel: +254-20-2270000
Email: info@ombudsman.go.ke / complain@ombudsman.go.ke

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Our Mission is to develop, maintain, regulate and manage an integrated and sustainable public transport for enhanced urban mobility within the Nairobi Metropolitan Area

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Contacts

32nd Floor, Prism Towers, Upper Hill,
3rd Ngong Avenue,
P.O Box 30117-00100

Opening Hours:

Mon – Fri: 8:00 am – 5:00 pm

Phone: 020 8001000
Email: info@namata.go.ke

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