HomeService Delivery Charter
Our Promise
Service Delivery Charter
The standards you can hold us to - and the shared responsibilities that make them possible.
Our Service Standards
| Service | Turnaround Standard |
|---|---|
| Response to customer enquiries | Within 24 working hours |
| Quotation for cement orders | Within 2 working days |
| Dispatch of paid-up bagged orders (Athi River) | Same day, subject to stock |
| Dispatch of bulk cement orders | Within 24 hours of payment confirmation |
| Technical support site visit | Within 5 working days of request |
| Supplier payment (after certification) | Within 30 days |
| Response to complaints | Acknowledged in 24 hours · resolved within 14 days |
| Response to information requests (ATI Act) | Within 21 days |
Your Rights
- Courteous, professional and non-discriminatory service.
- Accurate information about our products, prices and processes.
- Access to our published policies, tenders and financial reports.
- Confidential handling of your personal and commercial information.
- Prompt redress when we fall short of the standards below.
Your Obligations
- Provide accurate and complete information when transacting with us.
- Adhere to agreed payment terms, delivery windows and site protocols.
- Treat our staff, suppliers and other customers with respect.
- Report any solicitation for bribes or unethical conduct via our whistle-blowing channels.
If we fall short
Please write to info@eapcc.co.ke or call +254 709 855 000. Every complaint is logged, acknowledged within 24 hours and resolved within 14 working days.