- Kenya's transport regulator published four professional conduct guidelines targeting matatu and PSV operators nationwide
- The guidelines cover areas ranging from passenger communication and anti-harassment measures to assisting vulnerable travellers
- NTSA reminded operators that professional conduct is a compliance requirement, not an optional standard
TUKO.co.ke journalist Japhet Ruto has over eight years of experience in financial, business, and technology reporting, offering insights into Kenyan and global economic trends.
The National Transport and Safety Authority (NTSA) has issued four professional conduct guidelines that matatu and public service vehicle (PSV) operators are required to observe.
Source: Facebook
TABLE OF CONTENTS
It reinforced its stance that compliance extends beyond roadworthiness to include how passengers are treated.
The regulator published the guidelines on its official X account on Monday, October 19, stating plainly:
"Professional conduct is compliance."
What are NTSA's conduct guidelines for PSV operators?
1. Respectful communication
The first guideline requires crew members to maintain respectful communication with passengers at all times, including greeting, informing, and thanking them courteously throughout the journey.
2. No harassment or touting
The second prohibits any form of sexual harassment or discriminatory behaviour by matatu operators and crew, describing such conduct as categorically unacceptable regardless of circumstance.
3. Uniform and ID
The third guideline instructs operators to wear their uniforms and carry identification where required, framing it as a matter of projecting a professional image and taking pride in the role.
4. Assist vulnerable passengers
The fourth requires crew to actively assist vulnerable passengers, specifically identifying older persons, children, expectant mothers, and persons with disabilities (PWDs) as groups deserving special attention and support.
NTSA summarised the core obligations for operators under a "remember" note, listing safety, dignity, information, and fair treatment as the four pillars every PSV crew member must uphold.
The October 19 directive signals that the regulator intends to treat behavioural and service standards with the same seriousness as vehicle inspection and licensing requirements.
What has NTSA been conducting for PSV operators?
The guidelines build on NTSA's ongoing efforts to professionalise the public transport sector through structured training for PSV operators.
The authority has been running capacity-building programmes countrywide.
They are aimed at equipping matatu crew with customer service skills, road safety awareness, and knowledge of passenger rights, as part of a broader agenda to improve standards across Kenya's public transport network.
Source: TUKO.co.ke