SERVICE DELIVERY CHARTER
The Kenya Electricity Transmission Company and its staff are committed to providing high quality service to all our customers and stakeholders with dignity, professionalism and within the shortest time possible.
|
TYPE OF SERVICE |
SERVICE RENDERED
|
CUSTOMER/STAKEHOLDER REQUIREMENT |
TIMELINE |
COST OF SERVICE |
|
Customer Service |
Response to phone calls (Landline or any other official line) |
Phone call |
15 Seconds |
Free |
|
Response to enquiries by walk-in clients |
Walk in and make the enquiry |
1 min |
Free |
|
|
Response to correspondence |
Written Correspondence (letters) |
5 Working Days |
Free |
|
|
Email & social media (Twitter (X), Facebook & YouTube) |
1 Working Day |
Free |
||
|
Complaints |
Response to Public Complaints & Grievances |
Make a complaint |
1 Working Day |
Free |
|
Resolution of complaints |
Make a verbal or written complaint |
14 Working Days |
Free |
|
|
Procurement |
Registration of Suppliers |
Duly filled application form Company profile Certificate of Incorporation/Registration PIN Certificate Valid Tax Compliance/Exemptions Original Bank Statement Copy of certificate of registration with relevant regulatory bodies Non- refundable fee payment receipt Copies of annual return forms filed by the company registry National ID/Passport
|
14 Working Days |
Free |
|
Processing of Tenders |
Submit bids for goods and services |
90 working Days |
Free |
|
|
Notification of successful and unsuccessful bidders |
Access the e-procurement portal for notification |
1 Working Day |
Free |
|
|
Payment for goods and services |
L.P.O/Invoice certificate of completion/ Goods/ Services Received |
60 Days from the date of receipt of the invoice |
Free |
|
|
Disposal of obsolete stores |
Submission of bids |
60 Days from the date of advertisement |
Free |
|
|
Public participation |
Public participation in the policy-making process |
Familiarization with issues and active participation |
1 Day |
Free |
|
Recruitment |
Recruitment of Staff |
Make a formal application based on the advert |
90 working Days |
Free |
|
Request for Information |
Processing of request for information |
Make a request for information |
21 working Days |
Free |
|
Line trace & Land Acquisition |
Land/Trace acquisition |
Valid ownership documents
|
90 working Days |
Free |
|
Loss of use compensation |
Valid ownership documents and consent |
90 working Days |
Free |
|
|
Crop compensation |
Proof of ownership/letter from local administration |
90 working Days |
Free |
|
|
Structures compensation |
Ownership and consent
|
90 working Days |
Free |
|
|
Resettlement
|
Ownership and consent |
12 months |
Free |
WE ARE COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY.