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Customer Service Guidelines

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  • Create Date June 23, 2022
  • Last Updated June 23, 2022

Customer Service Guidelines


This Guideline is our resolve to continually improve our services and meet our customers' expectations. It spells out our commitment to serving our stakeholders with clear standards so as to ensure quality, efficient and effective delivery of service.

1.1 Who we are

The Pharmacy and Poisons Board (PPB) is Kenya's National Medicines Regulatory Authority established in 1957 under the Pharmacy and Poisons Act, Chapter 244 of the Laws of Kenya. The Board regulates the Practice of Pharmacy and the Manufacture and Trade in medical products and Health Technologies.

1.2 Mandate

To promote and protect public health by ensuring that medical products and health technologies are safe, efficacious and of accepted quality. The PPB also advises government entities and the public on matters of safety, quality and effectiveness of medical products and health technologies.

1.3 PPB Vision

To be a global leader in promoting and protecting public health.

1.4 PPB Mission

To protect and promote the health of the public by regulating the profession of pharmacy and ensuring access to quality, safe, efficacious and affordable health products and technologies

1.5 PPB Core Values

  • Commitment to the public health
  • Professionalism
  • Accountability and Transparency
  • Integrity and respect
  • Quality
  • Diversity and inclusion

Attached Files

CUSTOMER SERVICE GUIDELINES-18 March, 2022_Updated.pdfDownload



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