Service Charter
| S/No. | Service/Good | Requirement to Obtain Service/ Good | Cost of Service/Good (if any) | Timeline |
|---|---|---|---|---|
| 1 | Attend to visitor(s) | Courtesy /Disclosure of service sought | Nil | Within 5 minutes of arrival, on first come first served basis |
| 2 | Complaints handling | File complaint(s) following laid down procedures | Nil | Response to be given within 7 days |
| 3 | Response to mail(s) | Accurate information , patience and courtesy | Nil | 1) 7 working days to reply to an ordinary letter 2) 30 days for enquiries of technical nature |
| 4 | Access to information | 1) Provide information on the information sought, purpose 2) Provide name and contact for feedback 3) Clearly state what is required 4) Make request in writing | NIL | Immediately to 5 working days depending on information sought |
| 5 | Pre-qualification of suppliers | Submit tender document | Nil | 45 days |
| 6 | Issuance of quotation/tender | Pre-qualification | Not more than Ksh.5,000 | 15 minutes |
| 7 | Review of Geothermal license or permit application | Submit License or permit application as required by the Energy Act, 2019 | Free or as may be specified by the Regulation | Within 14 working day |
| 8 | Request for electricity connection | · Written requests · Requisite site information | Free | Request forwarded to KPLC or REREC as appropriate within 7 working days and requestor notified |
| 9 | Review proposals for development of power projects | · Written request for review by KPLC · Draft PPA Document | Free | Request forwarded to KPLC within 21 working days |
| 8 | Promotion and Development of Renewable Energy and Energy Efficiency Technologies | · Adhere to set guidelines · Submission of proposal | Nil | 1-4 weeks |
| 9 | Tax exemption recommendation | · Receive application from client · Evaluate the request · Write a recommendation letter to Commissioner of VAT | Nil | 1 week |