CUSTOMER SERVICE CHARTER

Our Focus.

KBSM contribute to the well-being of all Kenyans by fostering an efficient, sustainable, competitive, safe and secure road transport system. We focus on making a difference by implementing our new mandate through a professional manner by way of:

1. Offering technical expertise and participation in the development of the national and metropolitan road transport systems.
2. 2. Development and Management of road transport policies.




Our service standards and commitments

The service standards outlined below provide the benchmark against which our performance can be measured and apply to all areas of the organization. We commit ourselves to the following:

We will observe:

The service standards outlined below provide the benchmark against which our performance can be measured and apply to all areas of the organization. We commit ourselves to the following:

We will observe;
When contacting us by telephone you can expect that we will,

• Answer telephone calls within 30 seconds.
• Be polite and courteous.
• Ensure telephone enquiries get a telephone response within two working days.
• If the telephone call is complex, we will book an appointment to reach you, when we have the information required

If you visit our offices, we will;

1. Ensure privacy and confidentiality on all matters unless compelled by a Government agency or a Court of Law to do otherwise.
2. Deal with your enquiry as quickly as possible.
3. Ensure your safety at all times.

When contacting us through written or electronic correspondence, you can expect that we will,

1. Acknowledge electronic correspondence via email within 2 working days.
2. Acknowledge in writing, letter correspondence within 14 working days.
3. Our response will indicate the steps being taken to address your subject and how long it may take to get a full reply.

We will uphold our integrity at all times;

1. Staff will act ethically in line with the Company’s Corporate Values.
2. Accept responsibility for our actions and learn from our mistakes.

We will be accountable to the public.

• We will ensure that all our activities and resources yield maximum benefit to the investors and other stakeholders.
• Our policies and practices are open to public scrutiny.

For general information, you can expect that we will,
Provide clear, helpful, accurate and up-to-date service information.
We will adhere to all Government, statutory regulations and international standards that are applicable to us. How you can help us
We ask you to help us provide a high standard of service. You can do this by:

• Providing us with timely, necessary and accurate information.
• Helping us establish a reasonable time for our response to you.
• Treating our staff with courtesy and respect.

Your feedback is important to us

We value and appreciate your feedback on the quality, timeliness and responsiveness of our services. If you have a complaint, compliment or suggestion, please let us know by communicating either by telephone, fax, letter or email to the addresses provided in the contact us page or you can get us by email at info@kenyabus.net
In case of a complaint, you should:

• First contact the person you have been dealing with to resolve the problem.
• If you are not satisfied, ask to speak to that person’s supervisor.
• If you are still not satisfied, contact the head of Department

If the complaint has not been resolved contact the Managing Director on the following email address: info@kenyabus.net