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We shall respond to our clients/customers complaints, suggestions or remarks promptly. Enquiries that are of technical nature shall be acknowledged within five days of receipt and referred to relevant technical offices for action/response.


KeNHA is committed to the provision of safe, quality and adequate national road network (class A, B & S) sustainable socio-economic development for Kenyans and the region and shall endeavor to exceed the expectations.

In pursuit of this, the Authority shall comply with applicable requirements and continually improve the effectiveness of the Quality Management System based on ISO 9001:2008.

KeNHA’s top management shall review this policy and established quality objectives on an annual basis to ensure continuing suitability


In 2011, KeNHA embarked on a journey to have the Authority ISO 9001:2008 certified in a bid to provide consistent and satisfactory services to its customers as well as streamline all its operations.

The process started by coming up with a Quality Management System (QMS) that would bring about uniformity on how duties are discharged in all KeNHA offices, both at the Head Office and in the Regional Offices.

The process began by sensitizing all KeNHA staff on what ISO 9001:2008 certification entails, and its importance to the Authority. Later, representatives from each Department/Section were appointed and trained to become the ISO Champions in their respective operational offices, with their principle role being to oversee the implementation of the process in their respective offices.

In March, 2012 QMS was launched by the Director General in a colorful ceremony, and was witnessed by KeNHA Senior Management and ISO Representatives. Later, the actual implementation of the procedures followed with every Department/Section ensuring compliance.

Training of Quality Auditors was also done and internal quality audits began to take place with frequent follow-up audits being conducted to ensure conformity.

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