+254 20 315650-4 Mon - Fri: 8:00 - 5:00   (Excluding Public Holidays)  info@teazones.co.ke

Service Charter

(Revised 2018)

Purpose of the Charter

The purpose of this Service Charter is to provide our stakeholders, customers, clients and the general public with adequate information on the services of Nyayo Tea Zones Development Corporation (NTZDC) in order to;

  • Enhance their levels of awareness on our mandate and core activities.
  • Set clear and explicit standards of service that our clients can reasonably expect when dealing with our staff.
  • Clarify avenues for remedy where our services do not meet the expected standards.

The Service Charter is also an expression of our pursuit for excellence in our operations and our commitment to customer satisfaction at all times.

Who We Are

Nyayo Tea Zones Development Corporation was established in 1986 through a Legal Gazette Notice No.265, which was later amended by Legal Gazette Notice No.30 of 2002, as a State Corporation to protect and conserve the country’s gazetted forests. The Corporation promotes forest conservation by providing buffer zones of tea and assorted tree species to check human encroachment into the forestland.

Specifically, the NTZDC’s core functions include

  • To enhance the conservation of forests and protection of the environment,
  • To produce the internationally renowned Kenyan quality tea,
  • To produce fuel wood that is essential in tea factories for tea processing,
  • To contribute to job creation in the country,
  • To produce value on the invested assets.

 

Our Vision

To be a leader in conservation of forests and protection of the environment.

Our Mission

To effectively protect the gazetted forest cover, achieve high quality tea and fuelwood production and build a profitable Corporation.

Core Values

These are the essential and enduring sets of general principles and ideals that will guide NTZDC in the conduct of its business;

Integrity

The directors and employees of NTZDC will always act morally and ethically, providing services that will be free from favouritism, self-interest or bias thereby consistently demonstrating a high degree of probity in dealing with stakeholders.

Professionalism

The directors and employees of NTZDC will adhere to the highest standards of their professions and adopt best practices in their work.They will use the most appropriate skills and competencies, continually seeking opportunities to improve through innovative approaches.

Teamwork

The NTZDC Board of Directors and staff will endeavour to work effectively in teams, value the team member/colleagues’ ideas and cooperate with, encourage and support them. They will recognize and celebrate achievements as a team.

Commitment

The directors and staff of NTZDC will endeavor to fulfill their promises to NTZDC’s customers, partners, shareholders, and each other by providing a complete, responsive and resourceful obligation, not only perform to deliver agreed commitments but also by strongly identifying with the goals of the Corporation and desire to remain a part of the Corporation.

Respect for each other

The NTZDC Board of Directors and staff will treat each other, key stakeholders, partners, donors and local communities with respect and sensitivity. They will value diversity and draw upon the different strengths, cultures, ideas, experience and talents of people regardless of religion, culture, nationality and employment category. NTZDC will provide equal and fair opportunities for employment, career development and learning and ensure a positive and energizing work environment for all.

Commitment to National Values & Principles of Governance

The Corporation will execute its mandate by within the provisions of Article 10 of the Constitution of Kenya which binds all State organs, State officers and public officers to observe the National Values and Principles of Governance. These include;

  • Patriotism, national unity, sharing and devolution of power, the rule of law, democracy and participation of people;
  • Human dignity, equity, social justice, inclusiveness, equality, human rights, non-discrimination and protection of the marginalized;
  • Good governance, integrity, transparency and accountability; and
  • Sustainable development.

 

Commitment to Values and Principles of Public Service

As a State Corporation, NTZDC commits to operate within the realms of the Public Service Values and Principles as provided for in Article 232 of the Constitution of Kenya. These are:-

  • High standards of professional ethics;
  • Efficient, effective and economic use of resources;
  • Responsive, prompt, effective, impartial and equitable provision of services;
  • Involvement of the people in the process of policy making;
  • Accountability for administrative acts;
  • Transparency and provision to the public of timely, accurate information;
  • Competition and merit as the basis of appointments and promotions;
  • Representation of Kenya’s diverse communities; and\
  • Affording adequate and equal opportunities for appointment, training and advancement, at all levels, of-
  1. Men and women;
  2. The members of all ethnic groups; and
  3. Persons with disabilities.

 

NTZDC’s CUSTOMERS AND STAKEHOLDERS

The key stakeholders to NTZDC are but not limited to the following:

  • Government of Kenya through the Ministry of Agriculture
  • County Governments and Administration
  • Government Agencies
  • Kenya Tea Development Authority (KTDA)
  • AFFA - Tea Directorate
  • East Africa Tea Traders Association
  • Kenya Tea Growers Association
  • Customers of the Corporation’s products and services
  • Local Communities in operation areas
  • Kenya Forest Service (KFS)
  • Suppliers of Goods and Services
  • Donors and Financiers
  • The Media

 

Internal Customers

  • Board of Directors
  • Management and Staff members

 

Our Range of Services

We offer a wide range of services as per our mandate that include the following :-

  • Establishment and maintenance of tea & tree buffer belts;
  • Production, and utilization of VPs and tree seedlings;
  • Production, processing and marketing of green leaf tea;
  • Production, processing and marketing of branded made tea;
  • Production and marketing of fuel wood;
  • Disposal of surplus, old, obsolete stores and fixed assets.
  • Awareness creation of conservation activities and public participation;
  • Corporate Social Responsibility activities.
  • Recruitment, remuneration, training and development of staff.
  • Staff welfare and work-life balance.

 

Customer Obligations

  • Providing accurate, timely information and documentation to facilitate prompt action.
  • Upholding professionalism and integrity in your interaction with us.
  • Treating our staff courteously and with respect.
  • Observing and respecting our procedures, protocols, rules and regulations.

 

Accessibility:

  • We will be open for service and enquiries from 8.00 am to 5.00 pm Monday to Friday at our HQs offices and at our zonal offices excluding Weekends and Public Holidays.
  • Our website (www.teazones.co.ke) and email (This email address is being protected from spambots. You need JavaScript enabled to view it.) will be accessible for 24 hours every day.

 

OUR SERVICE DELIVERY COMMITMENTS

 External Customers

  • All visitors will be attended to at the reception within one minute of their arrival.
  • All telephone calls will be attended to within 3 rings.
  • Correspondence on routine issues will be replied to within seven (7) days from date of receipt.
  • All correspondence on technical issues will be replied to within (14) days from the date of receipt of enquiry.
  • Cash payments shall be made within forty-eight (48) hours from the date of receipt of claim voucher.
  • Cheque payments shall be made within thirty (30) days from the date of receipt of original invoices and signed delivery notes.
  • Payment of suppliers of goods and services shall be paid as per contract terms.
  • The Corporation’s Annual Report and Financial Statements shall be published and issued within six (6) months from date of end of financial year.
  • The Corporation’s annual budget estimates shall be prepared and issued in the month of January.
  • The Corporation shall comply with requirements of government agencies in all its projects and operations such as PSC, NEMA, NCPWD, NGEC, CAJ, NACADAA, etc.
  • Annual tenders shall be advertised and processed as per government regulations.
  • We shall conduct open and competitive awards of contracts and tenders.
  • Obsolete assets in the Corporation will be disposed of within the disposal schedules.

 

Internal Customers

To the internal customers, the Corporation commits to;

  • Provide conducive work environment for all its employees to enable them perform to their optimum.
  • Enhance employee skills and competence through continuous training.
  • Provide staff welfare services including a fair appraisal and reward system.
  • Inform employees of any new vacancies and give them an opportunity to apply in all recruitments.
  • Annual staff performance appraisal shall be prepared and administered in the month of June.
  • Staff merit award results shall be issued by December (within six months after end of financial year).
  • Disciplinary cases shall be determined within a period of thirty (30) days from the date of receipt of a complaint, and where external parties are not involved.
  • Appeals and reviews of disciplinary cases will be processed and determined within a period of thirty (30) days from the date of receipt.

 

Service Charter Amendments

As a dynamic Corporation, in consultation with our clients and stakeholders we shall subject this service charter to constant reviews and make necessary amendments with a view to providing services effectively and efficiently at all times.

Responsiveness to Customer Queries:

Through this Service Charter, NTZDC commits to;

  • Deal with customer enquiries and complaints quickly and effectively.
  • Reply to your letters, faxes and e-mails,
  • On more complex issues, our initial reply will give you an estimate of the time a full response will take.
  • Be transparent and accountable on the standards in this Charter.

 

FEEDBACK:

As part of our streamlined system of handling customer enquiries and feedback on our services, clients are encouraged to make genuine complaints, suggestions and compliments either in person, post, telephone, fax or email to the Corporation through the contacts provided.

We commit ourselves to the following complaints handling process:-

  • Operate a front office/customer/public relation’s office.
  • Maintain a register of complaints and resolution status.
  • Maintain a complaints/suggestion box.
  • Maintain confidentiality and privacy in respect of identity of complainants to safe guard the rights of clients. However, complainants are encouraged to identify themselves given the practical difficulties of handling anonymous grievances.

 

Complaints Handling Process

We will acknowledge and resolve genuine complaints within thirty (30) days of receipt. To make complaint:-

  • Identify yourself by providing name and contact.
  • Identify the problem in a brief and clear manner.
  • Contact the staff member/manager responsible for resolution of the issue.
  • The staff member/manager will determine the nature of your complaint and resolve it.
  • Contact the staff member’s manager or head of department if your complaint is not resolved to your satisfaction.
  • Alternatively, contact the Complaints Resolution Committee via the email: This email address is being protected from spambots. You need JavaScript enabled to view it..

 

Access to Information

The Corporation has availed its corporate information in various media including the website, in print and other IEC materials. In addition, we will acknowledge and avail requisite information upon request within thirty (20) days of receipt as per the provisions of Article 35 of the Constitution and Access to Information Act 2016. To request for information:-

  • Contact the Managing Director using the official emails or in writing.
  • The Managing Director will designate the relevant information officer to handle your request and provide relevant information as requested.
  • ALTERNATIVELY, download, fill and send the Request for Access to Information from our website: www.teazones.co.ke
  • Alternatively, contact the Access to Information Officer/ Committee via the email: info@teazones. co.ke

 

Service Charter Effectiveness

This amended Service Charter becomes operational with immediate effect. All Corporation staff are required to adopt and practice the principles enshrined in this Service Charter in promotion of accountability, transparency and efficiency in service delivery.

Contacts:

Head Office

  • The Managing Director
  • Nyayo Tea Zones Development Corporation Nyayo House 11th Floor, Kenyatta Avenue P.O. Box 48552-00100, Nairobi.
  • Tel: 020-2217489, 020-3315650-7
  • 0722509801, Fax: 02 -2216777
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: www.teazones.co.ke
  • Facebook Account : Nyayo Tea Zones Development Corporation
  • Facebook Account : Chabo Tea
  • Twitter Account : @Teazones

 

Kipchabo Tea Factory

  • Factory Unit Manager Kipchabo Tea Factory
  • P O. Box 1157 – 30300, Kapsabet, Kenya
  • Tel: +254-020-2651817, 020-2651833
  • Mobile: +254-700-518279
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Website: www.kipchabotea.co.ke

 

Regional Offices

i).West of Rift Valley

  • (Zones: Nandi North, Nandi South, Kakamega,
  • Kaptarakwa, Kapcherop, Kapsokwony, Sabaot)
  • Attn: Regional Manager – North Rift P.O. Box 1157 – 30300, Kapsabet, Kenya Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

ii) South Rift & Mau Catchment

  • (Zones: Olenguruone, Nyangores, Kericho, Mau-Olposimoru, Mau-Kuresoi)
  • Attn: Regional Manager – South Rift
  • P O. Box 196, Kericho.
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

iii) East of Rift Valley

  • (Zones: Kiambu, Muranga, Kirinyaga, Nyeri, Mathira, Embu, Meru South, Meru Central, Nyambene)
  • Attn: Regional Manager – East of Rift P.O. Box 545, Kerugoya
  • Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

COMMISSION ON ADMINISTRATIVE JUSTICE CONTACTS

DETAILS

 

POSTAL ADDRESS

COMMISSION ON ADMINISTRATIVE JUSTICE

 

WEST END TOWERS, 2ND FLOOR, WAIYAKI WAY, WESTLANDS

 
   
 

P.O. BOX 20414 – 00200, NAIROBI

 
       

OTHER COMMUNICATION

Telephone Number

+254-20-2270000/2303000

 

CHANNELS

Email Address

This email address is being protected from spambots. You need JavaScript enabled to view it. (complain)

 
 

This email address is being protected from spambots. You need JavaScript enabled to view it. (general inquiries)

 
     
       
 

Toll free Number

0800221349

 
       
 

SMS short code No.

15700

 
       

WEBSITE

www.ombudsman.go.ke

 
       

 

 


 

MKATABA WA HUDUMA

(Imerekebishwa 2018)

Madhumuni ya Mkataba

Madhumuni ya Mkataba huu wa Huduma ni kupatia wadau wetu, wateja na umma habari za kutosha juu ya huduma za Nyayo Tea Zones Development Corporation (NTZDC) ili;

  • Kuongeza viwango vyao vya uelewa juu ya mamlaka na msingi wa shughuli zetu.
  • Kuweka viwango wazi vya huduma ambavyo wateja wetu wanaweza kutarajia wakati wa kukutana na wafanyakazi wetu.
  • Kufafanua suluhisho mahali huduma zetu hazifikii viwango vilivyotarajiwa.

Mkataba wa Huduma pia ni usemi wa harakati zetu kwa ajili ya ubora katika shughuli zetu na kujitolea kwetu ili mteja aridhike wakati wote.

Sisi ni nani

Nyayo Tea Zones Development Corporation ilianzishwa mwaka 1986 kwa njia ya Kisheria kupitia Gazeti la Serikali Notisi No.265, ambayo baadaye ilirekebishwa na Sheria katika Gazeti la Serikali Notisi No.30 ya 2002, kama Shirika la Kitaifa kulinda na kuhifadhi misitu inayo lindwa na serikali. Shirika hili linahimiza uhifadhi wa misitu kwa kutengeneza maeneo yanayozunguka chai na mti mingi kuzuia binadamu kusongeza mipaka na kuingilia misitu. Hasa, kazi msingi ya NTZDC ni pamoja na:

  • Kuhimiza uhifadhi wa misitu na ulinzi wa mazingira,
  • Kuzalisha chai ya Kenya ambayo ni mashuhuri kimataifa
  • Kuzalisha kuni iliyo muhimu katika viwanda vya chai kwa ajili ya usindikaji wa chai,
  • Kuchangia katika ajira nchini,
  • Kuongezea thamani ya mali na uwekezaji.

 

Dira Yetu

Kuwa kiongozi katika uhifadhi wa misitu na ulinzi wa mazingira.

Ujumbe Wetu

Kufanikiwa kulinda misitu ya serikali, kufikia chai bora na uzalishaji wa kuni na kujenga shirika lenye faida.

Maadili Msingi

Mkusanyiko wa kanuni muhimu na ya kudumu ambayo itakuwa mwongozo wa NTZDC katika uendeshaji wa biashara yake:

Uadilifu

Wakurugenzi na wafanyakazi wa NTZDC daima watatenda kulingana na maadili, kutoa huduma bure, kutokua na upendeleo, maslahi binafsi na kila mara kuonyesha kiwango cha juu cha uadilifu katika kukabiliana na wadau.

Utaalamu

Wakurugenzi na wafanyakazi wa NTZDC watazingatia viwango vya juu vya taaluma zao na kutumia mbinu bora katika kazi zao. Wao watatumia ujuzi sahihi zaidi na uwezo, daima watatafuta fursa ya kuboresha njia na mbinu za ubunifu.

 Kazi ya pamoja

Bodi ya Wakurugenzi ya NTZDC na wafanyakazi watajitahidi kufanya kazi kwa ufanisi katika timu, watathamani mwanachama wa timu / mawazo ya wenzake na kushirikiana, kuwatia moyo na kuwasaidia. Wote watatambua na kusherehekea mafanikio kama timu.

Kujitolea

Wakurugenzi na wafanyakazi wa NTZDC watajitahidi kutimiza ahadi zao kwa NTZDC, wateja, washirika, wanahisa, na kila mmoja kwa kutoa huduma kamili, kua msikivu na mbunifu kwa wajibu. Si tu kufanya kwa kutoa ahadi waliokubaliana, lakini pia kwa nguvu kujihusisha na malengo ya Shirika kwa hamu ya kuwa sehemu ya Shirika.

 Kuheshimiana

Bodi ya Wakurugenzi na wafanyakazi wa NTZDC watachukulia kila mmoja, wadau, washirika, wafadhili na jamii kwa heshima na unyeti. Watathamani tofauti na kuheshimu tofauti katika uwezo, tamaduni, mawazo, uzoefu na vipaji vya watu bila kujali dini, utamaduni, uraia au ajira katika jamii. NTZDC itatoa fursa sawa na za haki za ajira, maendeleo ya kazi na kujifunza na kuhakikisha chanya na mazingira ya kuhimiza kazi kwa wote.

Kulinda Maadili ya Taifa na Kanuni za Utawala

NTZDC itafanya mamlaka yake ndani ya masharti na sehemu ya 10 ya Katiba ya Kenya ambayo inahusisha vyombo vyote, Serikali, maafisa wa Serikali, maafisa wa umma na kuchunguza maadili ya Taifa na Kanuni za Utawala. Hizi ni pamoja na;

  • Uzalendo, umoja wa kitaifa, kushiriki na ugatuzi wa mamlaka, utawala wa sheria, demokrasia na ushiriki wa watu;
  • Utu, usawa, haki za kijamii, ushirikishaji, usawa, haki za binadamu, mashirika yasiyo ya ubaguzi na kulinda zilizotengwa;
  •  Utawala bora, uadilifu, uwazi na uwajibikaji; na
  •  Maendeleo Endelevu.

Kulinda Maadili na Kanuni za Utumishi wa Umma

Kama Shirika la Serikali, NTZDC inatenda kazi ndani ya maeneo na maadili ya utumishi wa umma na kanuni kama ilivyoelezwa katika ibara ya 232 ya katiba ya Kenya. Hizi ni: -

  • Viwango vya maadili ya kitaaluma;
  • Ufanisi wa kiuchumi na matumizi ya rasilimali;
  • Msikivu, mwepesi, na mfanisi, bila ya upendeleo na usawa katika utoaji wa huduma;
  • Ushiriki wa watu katika mchakato wa kutayarisha sera; .
  • Uwajibikaji katika vitendo vya utawala;
  • Uwazi na utoaji wa habari kwa umma kwa wakati sahihi,
  • Ushindani na usahihi kwa msingi wa uteuzi na matangazo,
  • Uwakilishi wa jamii mbalimbali za Kenya; na
  • Kupea fursa za kutosha na usawa kwa kuteuliwa, mafunzo na maendeleo, katika ngazi zote, za-.
  1. Wanaume na wanawake;
  2.  Wanachama wa makabila yote; na
  3. Watu wenye ulemavu.

 

WATEJA NA WADAU WA NTZDC

Wadau muhimu wa NTZDC ni, wafuatayo pamoja na wengine:

  • Serikali ya Kenya kupitia Wizara ya Kilimo
  • Serikali za Kaunti na Utawala
  • Mashirika ya Serikali
  • Kenya Tea Development Authority (KTDA)
  • AFFA – Tea Directorate
  • East Africa Tea Traders Association
  • Kenya Tea Growers Association
  • Wateja wa bidhaa na huduma za shirika
  • Jamii na wakazi katika maeneo ya uendeshaji shughuli za uhifadhi
  • Kenya Forest Service (KFS)
  • Wauzaji wa bidhaa na huduma
  • Wahisani na Wafadhili
  • Vyombo vya habari

 

Wateja wa Ndani

  • Bodi ya Wakurugenzi
  • Usimamizi na Wafanyakazi

 

Huduma Zetu Mbalimbali

Tunatoa huduma aina nyingi kama zifuatayo: -

  • Kuanzishwa na ukarabati wa chai & bafa ya miti,
  • Uzalishaji, na matumizi ya VPS na miche ya miti;
  • Uzalishaji, usindikaji na kutafuta masoko ya chai ya kijani;
  • Uzalishaji, usindikaji na kutafuta masoko ya chai asili;
  • Uzalishaji na kutafuta masoko ya kuni;
  • Kusimamia rasilimali ya kudumu, ya ziada na ya zamani;
  • Kuleta uelewa kwenye shughuli za uhifadhi na ushiriki wa wananchi;
  • Majukumu na shughuli za jamii.
  • Uajiri, malipo, mafunzo na maendeleo ya wafanyakazi.
  • Ustawi wa wafanyakazi na usawa wa maisha yao

 

Majukumu ya Wateja:

Shirika linatarajia wateja wake / wateja: -

  • Kuheshimu wafanyakazi na kuonyesha adabu njema
  • Kuheshimu kanuni na taratibu za Shirika
  • Kutushauri kikamilifu juu ya mahitaji yao
  • Kutuambia matatizo wanaweza kuwa wamepata katika hali ya uhusiano wao na Shirika.

 

Upatikanaji:

  • Tutakuwa wazi kwa ajili ya huduma na maswali kwanzia saa mbili asubuhi – hadi saa kumi na moja jioni, Jumatatu hadi Ijumaa katika ofisi zetu kuu na katika ofisi zetu za kanda, isipokua wikendi na sikukuu za umma.
  • Tovuti yetu (www.teazones.co.ke) na barua pepe (This email address is being protected from spambots. You need JavaScript enabled to view it.) inaweza kufikiwa kwa saa 24 kila siku.

 

AHADI YA HUDUMA

Wateja wa nje

  • Wageni wote watapatiwa mapokezi ndani ya dakika tano baada ya kufika.
  • Kwenye simu zote, utahudhuriwa ndani ya milio mitatu.
  • Mawasiliano na masuala ya kawaida itakuwa inajibiwa kwa muda wa siku saba (7) kuanzia tarehe ya kupokea.
  • Mawasiliano yote kwenye masuala mazito itakuwa inajibiwa kwa ndani ya siku kumi na nne (14)kuanzia tarehe ya kupokea uchunguzi.
  • Malipo ya fedha yatafanywa ndani ya masaa arobaini na nane (48) kuanzia tarehe ya kupokea vocha ya madai.
  • Angalia malipo zitafanywa ndani ya siku thelathini (30) kuanzia tarehe ya kupokea ankara ya awali na maelezo sahihi ya kupokea.
  • Malipo ya wauzaji wa bidhaa na huduma yatalipwa kwa mujibu wa masharti ya mkataba. 
  • Taarifa za fedha za mwaka mzima wa Shirika zitatangazwa na kutolewa ndani ya siku sita (6) kutoka tarehe ya mwisho wa mwaka wa fedha.
  • Makadirio ya bajeti ya mwaka wa Shirika yatawekwa tayari na kutolewa katika mwezi wa Januari.
  • Shirika litakuwa linazingatia mahitaji ya mashirika ya serikali katika miradi yote yake na shughuli kama vile PSC, NEMA, NCPWD, NGEC, CAJ, NACADAA, nk.
  • Zabuni ya mwaka itakuwa inatangazwa kulingana na taratibu za serikali.
  • Tutaitafanya wazi ushindani wa mikataba au zabuni.
  • Mali ya zamani katika Shirika itakuwa inauzwa kulingana na ratiba.

Wateja wa Ndani

Kwa wateja wa ndani, Shirika linaahidi;

  • Kutoa mazingira ya kazi mazuri kwa wafanyakazi wake wote ili kuwawezesha kufanya kazi kwa hali ya juu.
  • Kuimarisha ujuzi wa mfanyakazi na uwezo kupitia mafunzo ya kuendelea.
  • Kutoa huduma za ustawi kwa wafanyakazi ikiwa ni pamoja na haki, tathmini na mfumo wa malipo.
  • Kuwajulisha wafanyakazi kuhusu nafasi za kazi yoyote mpya na kuwapa fursa ya kujisajili kwa uajiri wowote.
  • Utendakazi wa wafanyakazi wa kila mwaka utakuwa tayari na kusimamiwa katika mwezi wa Juni.
  • Tuzo kwa wafanyikazi itakuwa inatolewa mwezi wa Desemba (ndani ya miezi sita baada ya mwisho wa mwaka wa fedha).
  • Kesi za nidhamu zitaamuliwa katika kipindi cha siku thelathini (30) kuanzia tarehe ya kupokea malalamiko, na ambapo vyama vya nje havihusiki.
  • Rufaa na mapitio ya kesi za kinidhamu litashughulikiwa na kuamuliwa ndani ya kipindi cha siku thelathini (30) baada ya tarehe ya kupokewa.

 

Marekebisho ya Mkataba wa Huduma

Kama Shirika lililo na nguvu, kwa kushauriana na wateja wetu na wadau tutakuwa tunafanyia mkataba wa huduma maoni ya mara kwa mara na kufanya marekebisho muhimu kwa lengo la kutoa huduma kwa ufanisi wakati wote.

 

Mwitikio kwa Hoja za wateja:

Kupitia mkataba wa huduma huu, NTZDC itayetenda yafuatayo;

  • Kupokea maoni ya wateja na malalamiko kwa haraka na kwa ufanisi.
  • Jibu barua, faksi na barua pepe,
  • Kwenye masuala magumu zaidi, jibu letu tutakupa makadirio wa muda jibu kamili litachukua.
  • Kuwa wazi na kuwajibika katika viwango vya juu katika Mkataba huu.

 

MAONI:

Kama sehemu ya mfumo wetu wa utunzaji wa maswali ya wateja na maoni juu ya huduma zetu, wateja wanahimizwa kufanya malalamiko ya kweli na mapendekezo kupitia kibinafsi, posta, simu, fax au barua pepe kwa Shirika akitumia anwani zilizotolewa. Sisi wenyewe tutafuatilia malalamiko tukitumia mchakato ufuatao: -

  • Kazi ya mbele ya ofisi / wateja / ofisi uhusiano ya umma.
  • Dumisha rejista ya malalamiko na azimio.
  • Dumisha malalamiko / sanduku la maoni.
  • Dumisha usiri na faragha kuhusiana na utambulisho wa walalamikaji kwa mlinzi wa usalama na haki za wateja. Hata hivyo, walalamikaji wanahimizwa kujitambulisha kutokana na ugumu wa kutatua malalamiko bila majina.

 

Mchakato wa Utunzaji wa Malalamiko

Sisi tunatambua na kutatua malalamiko ya kweli ndani ya siku thelathini (30) baada ya kupokea. Kufanya malalamiko: -

  • Toa jina na simu yako.
  • Eleza tatizo kwa namna mafupi na ya wazi.
  • Wasiliana na wafanyakazi, wanachama / meneja mwenye wajibu wa utatuzi wa suala hilo.
  • Wafanyakazi, wanachama / meneja kuamua asili ya malalamiko yako na kulitatua.
  • Wasiliana na msimamizi wa wanachama wa wafanyakazi au mkuu wa idara kama malalamiko yako hayajatatuliwa kwa kuridhika kwako.
  • Njia nyingine, wasiliana na malalamiko yako kwa Kamati ya Azimio kupitia barua pepe: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Upatikanaji wa Habari

Shirika limetoa maelezo yake ya kishirika katika vyombo vya habari mbalimbali ikiwa ni pamoja na tovuti, katika magazeti na vifaa vingine vya IEC. Aidha, sisi tunakubali na kutoa habari zinazohitajika au kuombwa ndani ya siku thelathini (30) za ofisi kulingana na masharti ya Ibara 35 ya Katiba na kanuni ya kupata habari ya 2016. Ili kuomba taarifa: -

  • Wasiliana na Meneja Mkuu kwa kutumia barua pepe rasmi au kwa barua.
  • Afisa wa habari aliyeteuliwa na mkurugenzi mtendaji atashughulikia ombi lako na kutoa taarifa muhimu kama ombi.
  • Njia nyingine, kujaza na kutuma ombi kwa kupata habari kwenye tovuti yetu: www.teazones. co.ke
  • Njia nyingine, wasiliana na Ofisa wa Upatikanaji wa Habari / Kamati kupitia barua pepe: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Ufanisi wa Mkataba wa Huduma

Hii marekebisho kwa Mkataba wa Huduma inatekelezwa mara moja. Wafanyakazi wote wa Shirika wanatakiwa kupitisha kanuni ilivyo katika Mkataba huu wa Huduma katika uendelezaji wa uwajibikaji, uwazi na ufanisi katika utoaji wa huduma.

Mawasiliano:

 Ofisi kuu

  • Mkurugenzi Nyayo Tea Zone Development Corporation Nyayo House 11th Floor, Kenyatta Avenue SLP 48552-00100, Nairobi. Simu: 020-2217489, 020-3315650-7 0722509801, Faksi: 02 -2216777
  • Barua pepe: This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Tovuti: www.teazones.co.ke
  • Facebook Account : Nyayo Tea Zones Development Corporation
  • Facebook Account : Chabo Tea
  • Twitter Account : @Teazones

 Kipchabo Tea Factory Factory

  • Meneja wa Kitengo Kipchabo Tea Factory SLP 1157-30300, Kapsabet, Kenya
  • Simu: + 254-020-2651817, 020-2651833
  • Simu ya Mkono: + 254-700-518279
  • Barua pepe: info @ kipchabotea. co.ke
  • tovuti: www.kipchabotea.co.ke

 Ofisi za Mikoa

i) Magharibi ya Bonde la Ufa

  • (Kanda: Nandi North, Nandi Kusini, Kakamega, Kaptarakwa, Kapcherop, Kapsokwony, Sabaot) Kwa: Meneja wa Mkoa - North Rift
  • SLP 1157-30300, Kapsabet, Kenya
  • Barua pepe: This email address is being protected from spambots. You need JavaScript enabled to view it.

ii) Kusini ya Bonde la Ufa na Mau

  • (Kanda: Olenguruone, Nyangores, Kericho, Mau-Olposimoru, Mau-Kuresoi)
  • Kwa: Meneja wa Mkoa - South Rift SLP 196, Kericho.
  • Barua pepe: This email address is being protected from spambots. You need JavaScript enabled to view it.

iii) Mashariki ya Bonde la Ufa

  •  (Kanda: Kiambu, Muranga, Kirinyaga, Nyeri, Mathira, Embu, Meru South, Meru Central, Nyambene)
  •  Kwa: Meneja wa Mkoa - Mashariki ya Mkoa wa SLP 545, Kerugoya
  • Barua pepe: This email address is being protected from spambots. You need JavaScript enabled to view it.

 

 

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TOVUTI

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