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                                                            OUR SERVICE CHARTER




This Service Charter is a promise of standards of service delivery to our esteemed customers. National Environment Trust Fund (NETFUND) exists to “facilitate research intended to further the requirements of environmental management, capacity building, environmental awards, environmental publications, scholarships and grants.”

Through this Charter, NETFUND outlines the core services that we offer and sets the standards that we pledge to achieve in serving our clients.

Our promise to our customers is to providing services in a professional, transparent and accountable manner. If you are not satisfied with our service provision, this Charter provides you with a mechanism for lodging complaints. And when you are satisfied, we would love to hear your comments and compliments.

This Charter is a living document whose implementation will continuously be monitored and evaluated. We hope to share it widely through different channels including meetings, conferences and events. You can also access it through out website: www.netfund.go.ke.

Let me take this opportunity to express our sincere appreciation for your continued support.

Ms. Catherine Ndegwa


September 2017


National Environment Trust Fund (NETFUND) is a State Corporation established under the Environment Management and Co-ordination Act (EMCA 1999). Our mandate is to ‘facilitate research intended to further the requirements of environmental management, environmental awards, capacity building, environmental publications, scholarships and grants.’


Sustainable financing for environmental management in Kenya.


To mobilize, manage and avail resources for environmental management in Kenya.


Bridge the environmental sector funding gap by 3%.


  • Stewardship: As a Trust Fund we are prudent in the use of the resources entrusted to us to ensure maximum benefit accrues to our beneficiaries.
  • Respect: We will do what we say we will do, when we say we will do it. In other words, our word is our bond.
  • Novelty: We are always seeking novel ways to achieve excellent results with greater efficiency in environmental management. We nurture and support creativity and the development of new ideas, products and processes to generate and contribute solutions to environmental problems.


The main objective of this Customer Service Charter is to provide our customers with information on the services we provide, enable them to check their expectations against what is offered and convey the NETFUND’s policies. It also details the services we offer including the standards and redress procedures when necessary, for our customers’ satisfaction.


We endeavour to observe the following timelines in the provision of various services:

Respond to printed Correspondence received Free Within one (1) week of
correspondence     receipt
Respond to requests for Formal request for Actual As soon as possible but
information information (in writing) costs of within 21 days of receipt
    making of the application
Response to telephone A telephone call visit Free Within 5 rings
Attending to visitors Official visit to NETFUND offices Free Within 5 minutes
Response to email Receipt of Free Within 48 hours
inquiries, complaints, correspondence,    
compliments or compliment, complaint or    
suggestions suggestion    
Job applications - Formal application with Free Within 2 weeks of close
short listing all required documents   of call
Job applications – Successful attendance to Free Within 2 weeks after
response after interview interview   interview
Offer letter Provision of all relevant Free Within 1 week after
  documentation   communication of
      success at interview
Undertake staff Submission of duly Free Twice a year
performance appraisal signed and filled forms by    
to evaluate individual individual departments    
Address and resolve Lodging of complaints Free Continuous
customer complaints in relation to services    
  rendered through the    
  complaints handling    
Receipting payment of Bank transfer; cheque Free Upon payment
cash; acknowledging cash      
receipts from donors and      
Payment to creditors for Invoice, LPO, Delivery Free 1 month after delivery
goods procured note   of documentation
Payment for services Signed delivery of work, Free Within 1 week
rendered copy of LSO, invoice   after receipt of

Request for Quotations RFQ documents Free 7 working days
Invitation of tenders Tender documents Free 14 working days
      21 working days -
Submission of invoices to Invoices, LPO/LSO Free Within 5 working days
the Finance department triplicate, copy of    
  contract, delivery note, certificate of acceptance committee    
Submission of proposals to issuing entity All Call for Proposal requirements/ documentation - Proposal submitted on or before close of call
Submission of project reports to donor/sponsor Reporting according to donor agreement/template - Project Reports submitted on or before due date (100% compliance with donor agreements expected)
Implementation of programme/ project activities Financial, technical and other resources; work plans / schedules Project resources provided by donor / sponsor All programme/project activities implemented according to work plans / schedules agreed on (100% compliance expected)


We will be available to serve you from Monday to Friday, 8.00am -1.00pm and 2.00pm - 5.00pm.

The NETFUND offices remain closed on weekends and public holidays. For general information about the organization, visit our website: www.netfund.go.ke


To ensure that you receive quality service, you can assist us by:

  1. Providing accurate, timely information and documentation to facilitate prompt action.
  1. Upholding professionalism and integrity in your actions with us.
  1. Treating our staff courteously and with respect.
  1. Giving your views and comments to enable us to monitor and improve the relevance and quality of our service. We will consider all suggestions fully and promptly in our planning for service improvement and wherever possible, we shall respond immediately.
  2. Giving your views in random surveys of how you perceive our services and what additional services you need; and
  3. Observing and respecting our procedures, rules and regulations.


We endeavour to observe the following in the provision of services:

  1. Identify and address customer needs promptly and courteously.
  1. Deliver quality service and in a professional manner.
  1. Provide timely and up-to-date service and/or information.
  1. Maintain an open door policy to all in need of our services.
  1. Simplify business processes to enhance customer experience.
  1. Encourage two-way communication at all levels, internally and externally.
  1. Keep customers informed of progress or setbacks in service delivery.
  1. Use feedback as an opportunity to learn and improve our service delivery;
  1. Welcome all complaints and address issues promptly.
  1. Wear an official name tag that clearly identifies the staff member.


NETFUND shall in compliance to the Access to Information Act, No. 31 of 2016 (The Act) avail or disclose to the public, information that is required for the exercise of any right or fundamental freedom. Subject to the Act:

  1. NETFUND as a public entity shall proactively disclose information held by itself and provide information on request in line with constitutional principles.
  1. Every Kenyan citizen has the right to access information held by

NETFUND within the provisions of the Act.

  1. Every citizen’s right to access information is not affected by any reason the enquirer gives for seeking access; or NETFUND’s belief as to what the enquirer’s reasons for seeking access are.
  1. The NETFUND Chief Executive Officer (CEO) is the designated Information Access Officer. All requests for information from NETFUND should, therefore, be made through the CEO.
  1. Requests for access to information held by NETFUND shall be made in writing in English or Kiswahili.
  1. Access to information held by NETFUND shall be provided expeditiously at a reasonable cost, if any, as outlined in the Service Charter.
  1. NETFUND shall disclose information as described in Section 5 of the Act.
  1. NETFUND shall limit citizen’s right of access to information as prescribed in Section 6 of the Act.


To ensure efficiency and effectiveness in service delivery, NETFUND in consultation with its stakeholders shall review this service charter after two years or whenever need arises. We aim to:

  • Ensure that the accuracy and quality of our services remain world-class by continuously incorporating relevant developments in our service charter.
  • Further improve procedures for monitoring the quality of our services and reporting the results.
  • Upgrade the ways in which we deliver our services, in line with increasing improvements in technology and the changing needs of our clients.
  • Develop a more streamlined system of handling enquires and feedback on our services.


Please provide your comments and suggestions on how NETFUND can improve its services to you in the future.

Any service that does not conform to our Standards or any officer who does not live up to commitment to courtesy and excellence in service delivery should be reported to:

The Chief Executive Officer

National Environment Trust Fund

P.O Box 19324-00202 Nairobi Kenya

National Water Conservation and Pipeline Corporation

New Office Complex, First Floor

Dunga Road, Industrial Area, Nairobi

Tel.: 254-20-2369563, 254-202213581



The Commission Secretary/Chief Executive Officer

Commission on Administrative Justice 2nd floor West End Towers Opp. Aga Khan High School, off Waiyaki Way, Westlands

P.O. Box 20414-00200 Nairobi

Tel: + 254 (020) 2270000

Email: complain@ombudsman.go.ke

Website: www.ombudsman.go.ke

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