Customer's Service Delivery Charter

The Pharmacy and Poisons Board is the National Medicines’ Regulatory Authority established under the Pharmacy and Poisons Act, Chapter 244 of the Laws of Kenya. The Board is mandated to regulate the profession of Pharmacy, the manufacture and trade in medical products and health technologies. The functions of the Board are envisaged under the Pharmacy and Poisons Act, Cap 244 that was recently amended vide the Health Laws (Amendment) 2019 to expand the roles of the Board to conform with Section 63 of the Health Act, 2017.

The second review of the service charter is informed by the CAP 244 amendments vide the Health Laws 2019, current Strategic Plan 2020 to 2025 and job evaluations by the Salaries and Remuneration Commission (SRC) in line with the State Corporations Advisory Committee (SCAC).

The Board acknowledges that customer service charter is a key element towards timely and consistent service provision and an important strategy for the achievement of its mission and supporting objectives. Further, this customer service charter is a holistic management process that is to be applied at all levels of activity across the institution.

The Board assures the customers and stakeholders of its commitment to meet and exceed their expectations. The implementation of this Customer Service Charter will therefore enhance service delivery, accountability while ensuring its contribution in protecting and promoting public health.