NATIONAL ENVIRONMENT MANAGEMENT AUTHORITY-KENYA

NATIONAL ENVIRONMENT MANAGEMENT AUTHORITY-KENYA

CUSTOMER SERVICE CHARTER 2012

Our Commitment towards Enhanced Service Delivery

mazingira yetu | uhai wetu | wajibu wetu

2

FOREWARD ......................................................................4

ACKNOWLEDGEMENT ..................................................5

1.0 INTRODUCTION ....................................................6

1.1 Who We Are .............................................................6

1.2 Our Vision .................................................................6

1.3 Our Mission ..............................................................6

1.4 Our Core Values .......................................................6

1.5 Our Motto ..................................................................6

1.6 Who we serve ............................................................6

1.7 Customers’rights .......................................................7

1.8 Customer Obligations ...............................................7

2.0 OUR SERVICES ......................................................8

2.1 The Environmental (Impact Assessment and Audit)

Regulations, 2003......................................................8

2.2 Environmental Impact Assessment Licence..............9

2.3 Environmental Auditing ............................................9

2.4 The Environmental Management and Co-ordination

(Conservation of Biological Diversity and Resources,

Access to Genetic Resources and Benefit Sharing)

Regulations, 2006 ...................................................10


(Water Quality) Regulations, 2006 .........................11

2.6 Environmental Management and Co-ordination

(Waste Management) Regulations, 2006 ...............12

2.6.1 Waste transportation ...............................................12

Issuance of license to transport waste .....................12

2.6.2 Waste treatment license ..........................................13

2.6.3 Waste Disposal license ...........................................13

2.6.4 Export/ Transit permit ............................................14

2.7 The Environmental and Management Co-ordination

(Controlled Substances) Regulation, 2007..............14


(Noise and Excessive Vibration Pollution) (Control)

Regulations 2009 ....................................................15

Table of Contents

3

2.9 Environment Incident Management.........................15

3.0 Police Unit ..............................................................16

4.0 Environmental Inspection .......................................17

5.0 Environmental Reporting ........................................17

6.0 Environmental Planning ..........................................17

7.0 Global Environmental Facility (GEf) Activities .....18

8.0 Clearing house for Clean Develoment Mechanism..19

9.0 Development of Curriculum for Training of

Environmental Impact Assessment/Audit Experts...19

10.0 General Administration............................................20

10.1 Registry ...................................................................20

10.2 Transport Section ....................................................20

10.3 Telephone Switchboard Services ............................21

10.4 Human Resources & Administration Section..........21

10.5 Accounts Section ....................................................22

10.6 Procurement Section ...............................................23

10.7 Information Communication (ICT) Section.............25

11.0 Corporate Communication ......................................25

12.0 Internal Audit .........................................................26

13.0 Legal Department ...................................................27

14.0 Feed Back System ..................................................27

4

FOREWARD

The National Environment Management Authority (NEMA), is established under the Environmental Management and Coordination Act (EMCA) No.8 of 1999. NEMA coordinates various environmental management activities undertaken by lead agencies and promotes the integration of environmental considerations into development policies, plans, programmes and projects. Our activities ensure proper management and responsible use of environmental resources to secure the future of coming generations.

Article 42 of the Constitution enshrines the right to a clean and healthy environment for all Kenyans. My Board of Management and NEMA staff are committed to ensuring this right is assured to our citizenry. We do this through continuous training on quality service and establishment of structures that enable us to periodically monitor and review our service standards. The ISO certification that

we have been granted demonstrates our dedication to achieving global standards in service delivery.

With this Service Charter, we will work with our partners to deliver our mandate as we endeavor to protect our rich environmental resources. However, as we execute our duties, we expect our customers to abide by all environmental legislation, provide timely and truthful information and report environmental crime to the Authority to ensure action is taken in good time.

We welcome your feedback and suggestions that will enable us maintain high quality service. It is our responsibility to protect our environment which is our life.

HON FRANCIS OLE KAPARO EGH, S.S.CHAIRMANNEMA BOARD OF MANAGEMENT

ACKNOWLEDGEMENT

The review of the NEMA service charter comes at a time when the authority has enhanced its services to the public and other stakeholders in the environment and related sectors. The Authority therefore feels obligated to make its commitment to its customers and has for these reasons put aside resources for this cause. In achieving this review, I wish to thank members of staff who have immensely contributed to the NEMA Service Charter review process. I also want to thank NEMA Management for providing overall leadership towards the realization of this task.

In the fulfillment of its obligation NEMA is deeply indebted to all those who have in one way or the other given input, feedback and all forms of comments that have enriched this document that will ensure efficient service delivery.

I wish to assure members of the public that this Service Charter will be reviewed periodically to ensure that services offered are up to date.

DR. AYUB MACHARIA AG. DIRECTOR GENERALNATIONAL ENVIRONMENT MANAGEMENT AUTHORITY

5

6

1.0 INTRODUCTION

This Charter spells out the service standards that the public should expect from NEMA. It is a demonstration of our commitment to the public and a reflection of our dedication towards matters relating to the environment. The charter outlines customer rights and responsibilities and the procedure to follow if our service standards are not met.

1.1 Who We Are/Mandate

NEMA is mandated by the Environment Management and Co-ordination Act (EMCA) 1999, to exercise general supervision and co-ordination over all matters relating to the environment. It is further mandated to be the principal instrument of government in the implementation of all policies relating to the environment.

1.2 Our Vision

To be a world class environmental management authority that ensures a clean, healthy, secure and sustainably managed environment for all.

1.3 Our Mission

To safeguard, restore and enhance the quality of the

environment through supervision and co-ordination of all matters relating to environmental activities in Kenya.

1.4 Our Core Values• Excellence and professionalism• Result oriented• Efficiency and effectiveness• Integrity• Proactive• Sensitivity, responsiveness and timelines• Courage of conviction• Team work and partnership• Creativity and innovation

• Accountability and transparency

1.5 Our Motto

Our Environment, Our Life, Our Responsibility - MazingiraYetu, Uhai Wetu, Wajibu Wetu

7

1.6 Who we serve

The Authority serves various stakeholders and clients

• Private Sector (Investors, Developers, Industry etc),

• Government Ministries and departments (Lead Agencies)

• Environment Management & Coordination Act Institutions (Public Complaints Committee, National Environment Tribunal, National Environment Council, National Environment Trust Fund)

• Provincial and County Environment Committees (PECs & CECs)

• Parliamentary Committee on Lands and Natural resources

• Office of the Government Spokesman

• Mass Media

• Civil Society Organizations (Non-Governmental Organizations and Community Based Organizations)

• Development Partners/ Donors.

• General Public

1.7 CUSTOMER RIGHTS

• Timely and quality service

• Access to Information

• Privacy and confidentiality

• To complain and appeal

• Clean and healthy environment

• Right to equitable service

1.8 CUSTOMER OBLIGATIONS

• Duty to report environmental crimes and incidences

• Provide timely and truthful information when called upon

• Duty to protect the environment

• To comply with all environmental legislation

• Treat staff with utmost courtesy

8

• To co-operate with the Authority and other lead agencies

• Ensure integrity of all documents submitted to the Authority

2.0 OUR SERVICES

All the services under 2.0 are offered under various legislation as follows:

2.1 THE ENVIRONMENTAL MANAGEMENT (IMPACT ASSESSMENT AND AUDIT) REGULATIONS, 2003

a) Services offered

• Registration of Environmental Impact Assessment (EIA) and Environmental Audit (EA) Experts

• Licensing of EIA and EA Experts

b) Standard of Service

• Decision to issue license or reject application made within 30 days of receipt of application

c) Cost of Service

• Payment of Kshs. 3,000, being registration fees for lead experts, Kshs. 2,000 for associate experts and Kshs. 5,000 for a firm of experts

• Renewal of annual practicing licenses at a cost of Kshs. 5,000 for lead experts, 3,000 for associate experts and Kshs. 20,000 for a firm of experts

• Annual practicing licences for Kenyan citizen, Firm of experts, Kshs. 20,000, Lead experts – Kshs. 5,000, Associate Kshs. 3,000

• Application fees for non citizens, Firm of experts, Kshs. 15,000, Lead experts, Kshs. 9,000, Associate experts, Kshs. 6,000

• Annual practicing licenses for non citizens, Firm of experts, Kshs. 60,000, Lead experts, Kshs. 15,000, Associate experts Kshs. 9,000

a) Customer Obligations

• Adhere to code of practice and professional ethics

• Provision of accurate information

• Possession of requisite qualifications

• Prompt response to issues raised

• Timely application for license

9

2.2 ENVIRONMENTAL IMPACT ASSESSMENT LICENCE

a) Services offered

• Issuance of Environmental Impact Assessment Licenses


• Environmental Impact Assessment Licenses issued within 45-90 days of application as stipulated in the Environmental Impact Assessment/Audit (EIA/EA) Regulations, 2003

• Acknowledgement of receipt of duly filled applications within seven (7) days)

c) Cost of Service

• The EIA licenses are charged at 0.05% of total project cost with a minimum of Kshs. 10,000 and a maximum of Kshs. 1,000,000. The fees are payable as follows:

• 50% on submission as processing fees

• 50% on submission of consent letter to amend conditions for monitoring purposes

• Application for surrender, transfer or variation of

EIA license at Kshs. 5,000

d) Customer Obligations

• Provide accurate information

• Secure appropriate approvals from relevant lead agencies, government institutions

• Payment of prescribed fees

• Produce 10 spiral bound copies of the EIA project or study reports

• Payment of advertisement cost for EIA study reports


• Written confirmation that they will comply with approval conditions within a month of issuance of conditional approval letter

2.3 ENVIRONMENTAL AUDITING

a) Services offered

• Review of Environmental Audit Reports submitted to NEMA

10

• Issuance of improvement orders/notice to proponents

• Issuance of letter of compliance valid for one year


• Review of Environmental Audit Reports upon submission

• Acknowledgement of receipt of duly filled applications within seven (7) days)

c) Cost of Service

• No charges

d) Customer Obligation

• Timely submission of Annual Environmental Audit Reports


• Compliance with previous improvement orders

2.4 THE ENVIRONMENTAL MANAGEMENT AND CO-ORDINATION (CONSERVATION OF BIOLOGICAL DIVERSITY AND RESOURCES, ACCESS TO GENETIC RESOURCES AND BENEFIT SHARING) REGULATIONS, 2006

a) Services offered

• Issuance of access permit


• Decision to issue license, reject application or request for more information is made within 60 days from the date the application is received

c) Cost of Service

• Individual Applicants - Kshs. 20,000

• Corporate applicants - Kshs. 50,000

Renewal

• Individual applicants - Kshs. 10,000

• Corporate applicants - Kshs.25,000

Perusal of register

• Residents - Kshs.1,000

11

• Non residents - Kshs.5,000


• Pay prescribed fees

• Application should be accompanied by evidence of prior informed consent from interested persons and relevant lead agencies and a research clearance certificate from the National Council for Science and Technology


NB. If the biological resources shall be taken out of the country, a Material Transfer Agreement shall be executed before transfer of material

a) An import permit from the recipient country is also required in the case where biological resources fall under the Convention on International Trade in Endangered Species of Wild Fauna and Flora(CITES) are to be exported to another country

2.5 THE ENVIRONMENTAL MANAGEMENT AND CO-ORDINATION (WATER QUALITY) REGULATIONS, 2006

a) Services offered

• Processing of license to discharge treated waste water into the environment


• Decision to issue license, reject application or request for more information is made within 51 days

c) Cost of Service

i. Application for discharge of effluent into the environment for all facilities is Ksh. 5000.00

ii. Annual license fees for discharge of effluent into the environment: -

• Sewerage service providers - Kshs.500, 000.00

• Discharging facilities listed under fourth schedule Kshs.100,000.00

• Institutions Ksh. 20,000.00

12

• Others – Ksh.10,000.00

• Inspection of records/effluent register - Kshs.200.00

• Variation of effluent discharge license - 10% of the annual license fee


• Provide information on site layout plan indicating sampling and discharge points

• Effluent analysis report from a NEMA designated laboratory

• Written confirmation of compliance with approval conditions within a month



2.6 ENVIRONMENTAL MANAGEMENT AND CO-ORDINATION (WASTE MANAGEMENT) REGULATIONS, 2006

2.6.1 WASTE TRANSPORTATION

a) Services offered

• Issuance of license to transport waste


• Decision to issue license, reject application or request for more information to be made within 30 days

c) Cost of Service

• Application fees - Kshs.3,000

• Annual License fees – Kshs. 5,000 per vehicle


• Apply and attach all required documents as per checklist issued by NEMA

• Provide information on area of operation


13

• Written confirmation with approval conditions within a month

2.6.2 WASTE TREATMENT LICENSE

a) Services offered

• Issuance of license to recycle and compost waste



c) Cost of Service

• Application fees - Kshs. 3,000

• Annual License fees – Kshs. 40,000



• Provide information on site layout


• Written confirmation of compliance with approval

conditions within a month

2.6.3 WASTE DISPOSAL LICENSE

a) Services offered

• Issuance of license for incinerators and land fills



c) Cost of Service

• Application fees - Kshs. 3,000

• Annual License fees - Kshs. 75,000



• Provide information on site layout.


• Written confirmation of compliance with approval conditions within a month

14

2.6.4 EXPORT/ TRANSIT PERMIT

a) Services Offered

• Issuance of license for transit of waste through the country


• Issuance of licence within seven days of application

c) Cost of Service

• Application fee – Kshs. 3,000

• License fee – Kshs. 30,000



• Payment of the prescribed fees

• Submit shipment notification to NEMA

• A valid prior informed consent documents issued by the designated national authority of the receiving country

2.7 THE ENVIRONMENTAL AND MANAGEMENT CO-ORDINATION (CONTROLLED SUBSTANCES) REGULATION, 2007

a) Services Offered

• Issuance of license to produce, export or import controlled substances


• Issuance of license takes 45 days

c) Cost of Service

• Application for license to produce controlled substances Kshs.15,000

• Application to export controlled substance Kshs.7,500

• Application for a license to import controlled substance Kshs.15,000

• Application for a permit to import or export a controlled substance Kshs.1,500

• Deposit bond – 15% of cost, insurance and freight value (CIF) (refundable)

15

• Inspection of records Ksh.200.00


• Apply on time (allow enough time prior to the production, importation or exportation of controlled substances).


2.8 THE ENVIRONMENTAL MANAGEMENT AND CO-ORDINATION (NOISE AND EXCESSIVE VIBRATION POLLUTION (CONTROL) REGULATIONS 2009

a) Services offered

• Issuance of license to emit noise/vibrations in excess of permissible levels

• Issuance of permit for fireworks, demolitions, construction, mining or quarrying


• License issued 2 days before commencement of activity

• Permit valid for maximum of 3 months

• License valid for maximum of 7 days

c) Cost of Service

• License application - Kshs. 200.00

• License fee - Kshs. 2000.00

• Permit application - Kshs. 500.00

• Permit fee - Kshs. 5000.00


• Apply at least two days prior to commencement of an activity

• Pay prescribed fee

• Submit duly filled application form for license/permit


• Provide neighbours consent

• Adhere to the conditions of license/permit

2.9 ENVIRONMENT INCIDENT MANAGEMENT

a) Services offered

• Response to environmental incidents

16

• Operation and management of a 24 hour incident hotline (020 6006041 or 020-8077233)


• High-risk incidents addressed within 24 hours

• Medium risk incidents addressed within 48 hours

• Low risk incidents addressed with 14 days

• Low risk incidents acknowledged and forwarded to relevant lead agency

• Regular feedback to customers

c) Cost of Service

• No charges


• Accurate reporting of exact occurrence of incident(s)

• Provision of necessary details to assist in locating and addressing the incident

• Provision of feedback on the effectiveness of incidence response

3.0 POLICE UNIT

a) Services Offered

• Investigation of environmental crimes, and prosecuting environmental offenders

• Securing the crime scene, collecting, preserving and labeling exhibits

• Providing security to NEMA staff while undertaking NEMA activities

• Enforcement of environmental laws


• Inspections undertaken immediately

• Producing suspects in court within 24 hours of arrest

c) Customer Obligations

• Provide required information

• Cooperate with police officers

• Preserve scenes of crime

17

4.0 ENVIRONMENTAL INSPECTION

a) Services Offered

• Routine inspection of all facilities to ensure compliance with environmental requirements

• Investigation of reported and/or identified incidents


• Regular inspections


• Give access to premises to be inspected

• Provide information to inspectors

• Treat inspectors with courtesy

• Request for official identification

• Report incidents

5.0 ENVIRONMENTAL REPORTING

Production and dissemination of Annual State of Environment Report (SoE)

a) Standard of Service

• SoE to be availed upon receipt of payment

b) Cost of Service

• Ksh.1,200.00


• Obtain a copy of SoE report from NEMA headquarters

• Contribute relevant information during the preparation of the report

6.0 ENVIRONMENTAL PLANNING

a) Services Offered

• Production, dissemination and implementation of County Environmental Action Plans (CEAPS) and National Environmental Action Plans (NEAPS)

• Advice on environmental planning and research to individuals and institutions

• Mainstreaming of environmental concerns into the National planning process

18

• Research information for environmental management

b) Services Offered

• Provision of research information

• CEAPs and NEAPs to be availed upon receipt of payment

c) Cost of Service

• Ksh.1,200.00 per copy (subject to review)


• Make necessary enquiries

• Contribute relevant information during the preparation of the report

• Obtain copies of the CEAPS and NEAPS from NEMA headquarters

• Contribute relevant information during the preparation of the CEAPS and NEAPS

7.0 GLOBAL ENVIRONMENTAL FACILITY (GEF) ACTIVITIES

a) Services Offered

• Provision of information on GEF guidelines

• Evaluation and endorsement of proposals

• Facilitate stakeholders in-country dialogue on GEF issues


• Endorsement granted within 30 days of approval of proposal by GEF National Steering Committee

NB.

Once the proposal is endorsed it is forwarded to GEF Chief Executive Officer for final approval and disbursement of funds

c) Cost of Service

• Pay NEMA administrative costs


• Adherence to GEF guidelines

19

• Endorse GEF-compliant proposals

• Required to attend and participate during in-country dialogue forums

8.0 CLEARING HOUSE FOR CLEAN DEVELOPMENT MECHANISM (DESIGNATED NATIONAL AUTHORITY - DNA)

a) Services Offered

• Processing and approval of clean development mechanism (CDM) projects

• Create awareness about NEMA as the Designated National Authority (DNA)

• Create awareness on climate change adaptation and mitigation


• 90 days

c) Cost of Service

• Nil


• To identify Climate change adaptation and mitigation related projects

• Participate in awareness raising forums

• Liaise with DNA (NEMA) regarding the clearing process

• Participate in CDM

9.0 DEVELOPMENT OF CURRICULUM FOR TRAINING OF ENVIRONMENTAL IMPACT ASSESSMENT/AUDIT EXPERTS

a) Services Offered

• Evaluation of training institutions for accreditation

• Regular evaluation/review of curriculum

• Provision of the Environmental Impact Assessment/Audit curriculum to trainers

• Supervision of the implementation of the curriculum

20


• Continuous training of experts

• Course duration - 3 weeks

c) Cost of Service

• Kshs. 20,000 for a copy of curriculum


• Provide evidence of registration as a training institution with the Ministry of Education or the Department of Industrial Training (DIT)

• Apply to NEMA for authorization to train EIA/EA curriculum

• Provide evidence of qualified personnel for EIA/EA training

• Co-operate during supervision, monitoring and evaluation

• Participate during the curriculum review process

10.0 GENERAL ADMINISTRATION

10.1 REGISTRY

a) Services offered

• Receiving, recording and filing documents

• Marking files to officers for action

• Dispatching of letters

• Storage, retrieval and archiving of information


• All mail dispatched within a day of receipt

• Files retrieved within 4 hours of request

c) Cost of Service

• Nil


• Request for information

• Manage information as may be required

• Timely submission of letters for dispatch


• Acknowledgement of receipt of files

21

10.2 TRANSPORT SECTION

a) Services Offered

• Receiving transport requisitions from officers

• Vehicle movement management

• Undertake repairs and maintenance of vehicles

• Develop strategy for replacement of old vehicles

• Servicing vehicles


• Request for transport for external safaris, submitted 2 days in advance while local runnings, 3 hours prior to trip

• Repairs of vehicles undertaken within one month


• Timely requisition for transport

10.3 TELEPHONE SWITCHBOARD SERVICES

a) Services Offered

• Receive and direct incoming calls

• Makes calls for officers on request

• Facilitate repairs and maintenance of lines and telephone handsets

• Provide information on internal directories


• Calls to be picked within 3 rings

• Courtesy to internal and external customers

• Update internal directory annually


• Be courteous when receiving and making calls

• Self identification on receipt of calls

10.4 HUMAN RESOURCES & ADMINISTRATION SECTION

a) Services Offered

• Development, interpretation and reviewing of human resources and administration policies and procedures

• Salary administration

22

• Preparation of personnel emoluments budget for the Authority

• Manpower planning

• Deployment and transfer of staff

• Staff development and training

• Promotion of staff

• Management of staff welfare, Staff Occupation Health and Safety

• Leave administration

• Employee relation

• performance management


• Enquiries from staff, verbal or written to be acknowledged and addressed within 2 working days upon receipt of request

• Payroll to be ready by the 15th day of each month

• Training to be administered equitably as per available resources


• Adherence to policies and procedures

10.5 ACCOUNTS SECTION

a) Services Offered

• Receipt of Funds

• Processing of payments

• Preparation of financial statements


• Receipts are issued immediately

• Receipts for bankers’ cheque to be issued after confirmation of cheque clearance.

• Payment of suppliers within 30 days upon receipt of required documents

• Payment to internal customers processed in five (5) working days

• Preparation of financial statements to be done in 2 weeks

• Imprest processing undertaken within 5 days

23


• Deposit cash/bankers cheque in NEMA National Revenue bank account

• Bring bankers cheque to NEMA cash office

• Bring banking deposit slips for receipting at any NEMA office countrywide

• Ensure all required support documents for receipts are availed

• Users to ensure they obtain official NEMA receipt for payments made

• Timely submission of payment requests and invoices

• Ensure all required support documents for payments are availed

• Ensure integrity of all documents

• Requests for internal activities to be submitted five working days before start of activity

• User to give written request for reports

10.6 PROCUREMENT SECTION

a) Services Offered

• Procurement of goods and services in line with the Public Procurement and Disposal Act

• Notification of awards

• Inspections and acceptance of goods

• Issuance of goods

• Receive supplier invoices

• Provision of stock movement information

• Annual disposal of idle and obsolete goods

b) Standard of Services

• Processing of requisitions for issuance of goods to take 1 day

• Upon receipt, supplier invoice to be forwarded to accounts section within one working day if all documentation is submitted

• Processing of quotations to take seven (7) working days

24

• Report on stock movement to be prepared quarterly

• Upon award LSO/LPO issuance takes two days


• Requisitions for consumables to be submitted five days before consumption/use of service/product

• Requisition for goods and services to be submitted at least one month before consumption

• Specifications to be provided

• Ensure requests are catered for in approved procurement plan

• Procured items to be utilized for organizational purposes

• Identification of items for disposal to be done on quarterly basis

• Timely submission of required documents

10.7 INFORMATION COMMUNICATION TECHNOLOGY (ICT) SECTION

a) Services offered

• Hands on training of NEMA staff on ICT

• ICT systems support and administration

• Preventive and corrective maintenance of equipment and software

• Ensure ICT systems security

• Provide specifications of software and hardware

• Network Management

b) Standard of Services

• Breakdown reports are attended to within 1 hour of receipt

• Email correspondence shall be responded to within 1 hour of receipt

• Training to be undertaken within 3 weeks of request

• ICT security breaches will be responded to

25

immediately after being reported and an emergency stop gap measure put in place within 2 hours

• Annual upgrade of systems

• User support requests shall be attended to within one working day from the time of receipt of the request

c) Cost of Service

• Nil


• Report system breakdown immediately

• Users not to jeopardize system security

• Fill services request form

11.0 CORPORATE COMMUNICATION

a) Services offered

• Communicating NEMA policies and strategies to the public and mass media

• Customer care

• Receiving customer complaints and forwarding to relevant office for action

• Website content management

• Coordination of annual customer satisfaction surveys

• Periodic service charter review

• Production of NEMA News Magazine

• Production of NEMA Annual Report


• Service related complaints addressed within 2 days, Non-compliance related complaints addressed within 7 days

• Speeches and briefs edited 3 days prior to an event

• Daily media reviews presented to the Director General by 10.00 am

• Rejoinders to be issued in three days however the Authority will continue to give out updates

• Media invitations to cover functions to be done one day before a function

26

• Media responses to be done within 3 days from receipt of request

• Environmental information requested by the public to be availed within two days

• Weekly up date of the website

c) Cost of Service

• Nil


• Report environmental and corporate issues to communication office

• Submit speeches/briefs for editing at least 14 days prior to event or activity

• Participate in annual customer surveys

• Forward information for website content update

• Forward completed customer feedback forms to corporate communications office daily

• Complete customer feedback form

• Provide information for weekly and quarterly publications when called upon

• Requests for media coverage to be given at least three days before event

12.0 INTERNAL AUDIT

a) Services Offered

• Conducting independent and objective assurance and consulting activities to add value and improve operations

• Evaluating and improving the effectiveness of risk management, control and governance process

• Identification of fraud

• Communicating internal audit results to the Audit Committee of the Board and the management

• Determining the adequacy, effectiveness and timeliness of actions taken by management on reported observations


• Audit reports submitted to the Audit Committee at least once every quarter and as frequently as situations demand

• Immediate communication of audit reports based on risk assessment

27

• Quality program assessment (mandatory) undertaken within five (5) years

• Management requests responded to within seven (7) working days

• Planned audits completed within stated time

• Adherence to the Audit charter

• Compliance with code of ethics and conformity to the standards of the Professional Practice Framework in every activity

c) Customer Obligation

• Written request for special audits to be made

• Users to respond to audit report and take corrective action within 14 days

13.0 LEGAL DEPARTMENT

a) Services offered

• Drafting contracts leases, agreements and Memorandum of Understanding on behalf of the authority

• Advising the authority on legal matters

• Advise policy makers on environmental legal matters


• Takes 1 – 30 days depending on the type of contract to be drafted


• User departments to provide relevant documentation and details

• Requests to be made as necessary

14.0 FEED BACK SYSTEM

We welcome your views and comments in helping us to monitor and improve the quality of our services to you. This can be done through the feedback form, on our website www.nema.go.ke as well as the NEMA facebook page.

If you have a general complaint, you can:

• Fill our customer feedback forms at the reception and deposit them at strategically placed suggestion boxes

• Contact the Corporate Communication Office

• Make a complaint to the Director General by post, fax (contacts at the back of booklet) or email [email protected]

Documents

NATIONAL ENVIRONMENT MANAGEMENT AUTHORITY-KENYA