Welcome to KETRACO Website

Saturday 18 May, 2013

Our Service Charter

INTRODUCTION
This Service Charter is a commitment by Kenya Electricity Transmission Company Limited (KETRACO) to improve service delivery to our customers and all the stakeholders

VISION STATEMENT
“To be a world-class electricity transmission company and the leading inter-connector in Africa.”

MISSION STATEMENT
“To build and operate a national electricity transmission network that is reliable, efficient, effective, safe and environment-friendly through innovative and best practices; and to promote regional power trade for socio-economic development.”

CORE VALUES
As a public sector institution, we are dedicated to excellence in provision of high quality professional service to our customers. The leadership role of the Board of Directors is guided by the following core values:
(i) Customer focus; (ii) Integrity, Transparency and accountability; (iii) Teamwork (iv) Creativity and innovation; (v) Commitment (vi) Equity; (vii) Professionalism; and (viii) Staff motivation.

OUR STAKEHOLDERS

  1. Shareholders
  2. Kenya Power
  3. Kenya Electricity Generating Company Limited
  4. Independent Power Producers (IPP)
  5. Electricity Regulatory Commission
  6. Geothermal Development Company Ltd
  7. Development Partners
  8. Consultants/Contractors
  9. Suppliers
  10. Members of the Public

CORE FUNCTIONS

  1. Planning the National Electricity Transmission Grid;
  2. Financial resource mobilization for high voltage transmission infrastructure;
  3. Design of power transmission infrastructure;
  4. Building/construction of power transmission infrastructure;
  5. Operationalization of the transmission infrastructure system;
  6. Maintenance of high voltage power transmission infrastructure;
  7. Regional power trade; and
  8. Management of project contractors/consultants.

OUR PLEDGE TO YOU
We will:

  •  Work in conjunction with our partners and all stakeholders in ensuring that construction and maintenance of transmission lines and sub-stations  is accomplished within set timelines;
  •  Pay for goods and services either within thirty (30) days from receipt of proper documents or according to the terms of contract;
  •  Communicate the outcome of tenders to all tenderers within Thirty (30) days;
  •  Maintain a clean and safe working environment;
  •  Provide friendly and reliable service by qualified staff;
  •  Use your feedback as an opportunity to learn and improve our service delivery;
  •  Welcome all complaints and address issues promptly;
  •  Attend to you promptly and courteously;
  •  Answer the phone within the first three rings and if we cannot deal with your call immediately, an interim response shall be provided and advise as to when a final response can be expected;
  •  Acknowledge receipt of your e-mail within 24 hours subject to availability of connectivity;
  •  Treat your concerns seriously and with confidentiality; and
  •  Wear an official name tag that clearly identifies the staff member.

OUR CHARGES, COMPENSATION AND RESETTLEMENT
Guided by relevant regulatory framework, the Company will:

  • Compensate for loss of land use, properties and crops damaged within three months upon receiving requisite approvals;
  • Resettle households affected by construction of electricity transmission lines and substations within twelve months upon receipt of requisite approvals;

CUSTOMERS’ OBLIGATIONS
The Company expects its customers:

  • To treat staff with respect and courtesy;
  • To never attempt to compromise the integrity of the Company’s staff;
  • To communicate their issues clearly in order to enable our staff deliver services satisfactorily;
  • To report any damage, vandalism or theft of our transmission line and sub-stations and other KETRACO properties;
  • To be honest and ethical in your dealings with us;
  • To provide us with clear feedback about our  services within reasonable timeframes;
  • To ensure that the letters you send to us are correctly addressed, including the correct postal code and to provide us with complete contact information to enable us respond promptly;
  • To report any observed irresponsibility, impropriety and corruption by our staff;
  • To comply with directions or instructions given by our authorized staff and;
  • To abide to legal requirements and other obligations that you must meet in order to be eligible for payments or services sought.

COMPLAINTS, FEEDBACK AND SUGGESTIONS
We welcome any feedback including complaints, recommendations and suggestions about making improvements to our services. Feedback can be made in writing via letter, fax, e-mail, telephone or by completing the feedback form and returning it to the Reception Desk.

Managing Director
Kenya Electricity Transmission Company Limited
2nd Floor, Capitol Hill Square, Chyulu Road 
P. O. Box 34942-00100
Nairobi
Telephone:     +254 - 020 – 4956000
Fax:                  +254-20-4956010
Email:               info@ketraco.co.ke
Website:           www.ketraco.co.ke

The Board of Directors, Management and staff of KETRACO look forward to working with all our customers and stakeholders to provide quality services that meet and surpass your expectations. We promise to constantly review our Service Charter to ensure that our clients’ needs are addressed.

This Service Charter is issued under the authority of the Board of Directors by:

Eng. Joel Kiilu
Managing Director and CEO
Kenya Electricity Transmission Company Limited

 

pdfSTAKEHOLDER SERVICE DELIVERY CHARTER (pdf)

 

pdfMKATABA WA UTOAJI HUDUMA (pdf)