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 the Corporation's pursuit for excellence in its operations and denotes commitment to customer satisfaction at all times.
Key Service Areas
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.
To be a leader in conservation of forests and protection of the environment.
To effectively protect the gazetted forest cover, achieve high quality tea and fuelwood production and build a profitable Corporation.
These are the essential and enduring sets of general principles and ideals that will guide NTZDC in the conduct of its business;
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.
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.
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.
The directors and staff of NTZDC will endeavour 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.
d) 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.
e) 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-
- Men and women;
- The members of all ethnic groups; and
- 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)
- Donors and Financiers
- The Media
- Board of Directors
- Management and Staff members
Our Range of Services
We offer a wide range of services that include the following:-
- Production, marketing and utilization of VPs and tree seedlings.
- Production, processing and marketing of green leaf and made tea; and fuelwood.
- Disposal of surplus, old, obsolete stores and fixed assets.
- Recruitment, remuneration, training and development of staff.
- Conservation training and awareness creation.
- Corporate Social Responsibility and afforestation activities.
- Support of income generation activities among communities adjacent to forests.
OUR SERVICE DELIVERY COMMITMENTS
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.
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.
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.
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 a 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.
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
The Corporation expects its clients/customers to:-
- Treat staff with respect and courtesy
- Observe Corporation’s rules and regulations
- Advise us on their needs
- Tell us the difficulties they may have experienced in the course of their interactions with the Corporation.
- We will be open for enquiries, from 8 am to 5 pm (minimum) Monday to Friday at our HQs offices and at our zonal offices excluding the Public Holidays.
- Our website will be accessible for 24 hours every day.
The Managing Director
Nyayo Tea Zones Development Corporation
Nyayo House 11th Floor, Kenyatta Avenue
P.O. Box 48552-00100
Tel: 020-2217489, 020-315650-7
0722509801, Fax: 02 -2216777
Facebook: Nyayo Tea Zones Development Corporation Twitter: @Teazones
Kipchabo Tea Factory
P.O. Box 1157 – 30300, Kapsabet, Kenya
Tel: +254-020-2651817, 020-2651833