Customer Service Charter

  • Our Commitments
  • Comply with the Approved Annual Road Work Programme
  • Design, construction and maintenance of national trunk roads to a motorable condition.
  • Conserve and protect the environment and ensure that all environment regulations are adhered to in the implementation of all projects.
  • Respond to emergencies that disrupt road communication.
  • Restore road services within 14 days
  • Inform the public on steps being undertaken to address the disruption.
  • Provide appropriate road safety mechanisms and educate the public on the same
  • Zero tolerance to corruption
  • To be responsible corporate citizens.

Rights of Clients/Customers

  • All road users
  • The general Public
  • Contractors, suppliers and consultants
  • Ministries and corporate bodies
  • Development partners

Obligations of Our Clients/Customers Information

Clients/Customers will be expected to provide accurate and timely information and documentation where required for effective service.

Procurement of goods and services

Our clients/customers are expected to be familiar with rules and regulations on procurement of services.

Road safety

Clients/Customers shall adhere to road safety measures and observe all signs posted for their safety.


Clients/Customers should not engage in any corrupt practices with Authority’s staff.


Clients/Customers have an obligation to give the Authority’s staff maximum cooperation and accord them due respect and freedom to carry out their lawful duties. Customers/clients should not intimidate abuse, threaten or influence Authority staff in any manner whatsoever.

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