Skip to main content
Please wait...

Services Charter

Service Charter

Service Offered Our expectations from Stakeholders Point of Service Cost Our Commitment Time/Directives
Customer service Courtesy All officers Free Within 5 Minutes where there was prior appointment and 10 minutes for impromtu visits
Answering telephone calls Courtesy All Officers Free Within 3 rings
Responding to general correspondences Letters Headquarters Free
  • Acknowledge within one day ·
  • Give a full response within three (3) working days for non-technical issues · 
  • Give full response within 14 days of receipt for technical issues
Conveying the outcome of Tenders Letters Headquarters Free Within 21 days from the closing date
Payments for goods supplied and services rendered
  •  Goods/services/works *Itax
  • Invoice
  • Delivery note.
  • Inspection acceptance certificate, S13
Headquarters-Accounts free Within 14 days after receipt of proper documentation as per contract terms


Use below link to access sign language video for the service charter 


Any service that does not conform to the above standards or any officer who does not live up to the commitment and expectations as outlined in this Service Delivery Charter should be reported to:

Principal Secretary
State Department for Shipping and Maritime Affairs
NSSF Annex, Bishop Road
P.O. Box 30799-00100,Nairobi
Telephone: (020) 2727434
Twitter @MaritimeKE

Commission Secretary / CEO
Commission on Administrative Justice
Westend Towers, Waiyaki Way
P.O. Box 20414-60200,Nairobi
Telephone: (020) 2270000