| # | Service / Good | Requirement to Obtain Service | Cost | 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 |
|
None | 1–5 days |
| 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 |
|
None | 14 days |
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:
Nairobi Metropolitan Area Transport Authority
Kings Prism Towers, Upperhill, 3rd Ngong Avenue
P.O Box 30117-00100, NAIROBI, Kenya
Phone: +254 (0) 20 2734886
[email protected]
Commission on Administrative Justice, 2nd Floor
West End Towers, Opposite Aga Khan High School
off Waiyaki Way – Westlands
P.O. Box 20414 – 00200, NAIROBI
Tel: +254-20-2270000
[email protected]
[email protected]
Eng. Francis Gitau — Director General