Service Charter
"Developing Tchoukball, Transforming Lives"
This charter outlines the standards of service you can expect from the Kenya Tchoukball Federation, defining our commitment to excellence, transparency, and accountability in all our operations.
Preamble and Introduction
The Kenya Tchoukball Federation (KTF) is the national governing body for the sport of tchoukball in Kenya, registered under the Sports Act 2013 and affiliated to the International Tchoukball Federation (FITB). Established in 2009, KTF is committed to developing, promoting, and regulating tchoukball at all levels throughout Kenya.
This Service Delivery Charter sets out the standards of service that stakeholders can expect from KTF. It defines the services we provide, the timelines for delivery, applicable fees, and the responsibilities of both the Federation and our service users.
This charter is aligned with:
- The Kenya Sports Act 2013 and Sports Registrar Regulations 2016
- FITB Bylaws and Regulations
- The Tchoukball Charter and spirit of fair play
- Government of Kenya Public Service Delivery Standards
- World Anti-Doping Code and ADAK regulations
Our Vision, Mission and Core Values
Vision
To be the leading tchoukball nation in Africa and a respected competitor on the global stage, while making tchoukball accessible to all Kenyans.
Mission
To develop, promote, and govern tchoukball in Kenya by providing quality services, fostering talent, organizing competitions, and building a vibrant tchoukball community that upholds the values of fair play, respect, and excellence.
Core Values
Integrity
Upholding honesty, transparency, and ethical conduct in all our operations
Excellence
Striving for the highest standards in service delivery and sports performance
Inclusivity
Ensuring tchoukball is accessible to all regardless of age, gender, or ability
Respect
Treating all stakeholders with dignity and courtesy as enshrined in the Tchoukball Charter
Accountability
Being responsible and answerable for our actions and decisions
Innovation
Continuously seeking better ways to serve our members and develop the sport
Our Service Commitment
The Kenya Tchoukball Federation commits to:
- 1
Provide timely, courteous, and professional service to all stakeholders
- 2
Process all applications and requests within the stated timelines
- 3
Maintain transparency in all fee structures and charges
- 4
Communicate proactively about any delays or changes affecting service delivery
- 5
Maintain confidentiality of member information in accordance with data protection laws
- 6
Respond to all inquiries within 48 hours during working days
- 7
Provide clear reasons for any denial of services and avenues for appeal
- 8
Continuously improve our services based on stakeholder feedback
Rights and Responsibilities
Your Rights as a Service User
- To be treated with dignity, courtesy, and respect
- To receive clear and accurate information about services and fees
- To have your requests processed within the stated timelines
- To receive written reasons for denial of any service
- To appeal against decisions you consider unfair
- To have your personal information kept confidential
- To provide feedback and have it considered seriously
Your Responsibilities
- To provide accurate and complete information in all applications
- To pay all applicable fees promptly and in full
- To respect and comply with KTF rules, regulations, and the Tchoukball Charter
- To treat KTF officials and staff with courtesy and respect
- To report any misconduct or violations through proper channels
- To keep your registration and contact details up to date
Service Categories
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| Individual Player Registration | Registration of new players into the KTF database, issuance of unique Player ID, and eligibility to participate in KTF-sanctioned activities. Requirements: Completed registration form, 2 passport photos, copy of national ID/passport, medical fitness certificate (for competitive players) | 5 working days | KES 500 (Juniors), KES 1,000 (Seniors) | Membership Committee / Secretary | |
| Annual Membership Renewal | Renewal of player/official membership for continued eligibility to participate in federation activities. Requirements: Completed renewal form, updated photos if changed, proof of previous membership | 3 working days | KES 300 (Juniors), KES 500 (Seniors) | Membership Committee / Treasurer | |
| Club/Team Registration | Official registration and affiliation of new clubs or teams with the Kenya Tchoukball Federation. Requirements: Club constitution, list of officials (min 3), list of registered players (min 9), club logo, registration form, bank account details | 14 working days | KES 5,000 (Annual affiliation fee) | Technical Committee / Executive Board | |
| Club/Team Affiliation Renewal | Annual renewal of club affiliation with KTF for continued recognition and participation rights. Requirements: Updated club officials list, updated player roster, previous year's activity report, renewal form | 7 working days | KES 3,000 (Annual) | Membership Committee / Treasurer | |
| Institutional Membership | Registration of schools, universities, corporate organizations as institutional members. Requirements: Institutional profile, designated liaison officer details, commitment letter, institutional letterhead request | 14 working days | KES 10,000 (Schools), KES 20,000 (Universities/Corporates) | Executive Board | |
| Membership Card Issuance | Issuance of official KTF membership card with photo ID and unique registration number. Requirements: Valid membership registration, 1 passport photo, payment confirmation | 7 working days from registration | Included in registration fee | Secretary | |
| Duplicate/Replacement Card | Replacement of lost, damaged, or stolen membership cards. Requirements: Written application, statutory declaration/police abstract for lost cards, 1 passport photo | 5 working days | KES 500 | Secretary | |
| Transfer of Player Registration | Official transfer of a player from one affiliated club to another. Requirements: Transfer request from receiving club, release letter from current club, player consent form, clearance certificate | 7-14 working days | KES 1,000 (Local), KES 2,000 (International) | Technical Committee / Secretary |
Individual Player Registration
Registration of new players into the KTF database, issuance of unique Player ID, and eligibility to participate in KTF-sanctioned activities.
Completed registration form, 2 passport photos, copy of national ID/passport, medical fitness certificate (for competitive players)
Membership Committee / Secretary
Annual Membership Renewal
Renewal of player/official membership for continued eligibility to participate in federation activities.
Completed renewal form, updated photos if changed, proof of previous membership
Membership Committee / Treasurer
Club/Team Registration
Official registration and affiliation of new clubs or teams with the Kenya Tchoukball Federation.
Club constitution, list of officials (min 3), list of registered players (min 9), club logo, registration form, bank account details
Technical Committee / Executive Board
Club/Team Affiliation Renewal
Annual renewal of club affiliation with KTF for continued recognition and participation rights.
Updated club officials list, updated player roster, previous year's activity report, renewal form
Membership Committee / Treasurer
Institutional Membership
Registration of schools, universities, corporate organizations as institutional members.
Institutional profile, designated liaison officer details, commitment letter, institutional letterhead request
Executive Board
Membership Card Issuance
Issuance of official KTF membership card with photo ID and unique registration number.
Valid membership registration, 1 passport photo, payment confirmation
Secretary
Duplicate/Replacement Card
Replacement of lost, damaged, or stolen membership cards.
Written application, statutory declaration/police abstract for lost cards, 1 passport photo
Secretary
Transfer of Player Registration
Official transfer of a player from one affiliated club to another.
Transfer request from receiving club, release letter from current club, player consent form, clearance certificate
Technical Committee / Secretary
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| Certificate of Good Standing | Official certification confirming member/club is in good standing with the federation. Requirements: Written request, membership verification, clearance from all committees | 3-5 working days | KES 500 | Secretary | |
| Letter of Confirmation | Official letter confirming individual or club membership status with KTF for third-party purposes. Requirements: Written request stating purpose, membership number, recipient details | 2-3 working days | KES 300 | Secretary | |
| Letter of Recommendation | Official recommendation for scholarships, employment, visa applications, or other opportunities. Requirements: Written request, CV/profile of individual, purpose of recommendation, recipient details | 5-7 working days | KES 1,000 | President / Secretary | |
| Visa Support Letter | Official letter supporting visa applications for international competitions or federation business. Requirements: Passport copy, invitation letter/competition details, travel itinerary, purpose justification | 3-5 working days | KES 500 (Players), KES 1,000 (Officials) | President / Secretary | |
| Introduction Letter | Formal letter introducing federation representatives or members to external organizations. Requirements: Written request, purpose of introduction, destination organization details | 2-3 working days | KES 300 | Secretary | |
| Media/Partner Accreditation | Official accreditation for media personnel, sponsors, or partners at KTF events. Requirements: Application form, credentials verification, photo, organization details | 3 working days | KES 500 | Media Committee / Secretary | |
| Certificate of Participation | Official certificate for participation in KTF-sanctioned events and training programs. Requirements: Automatic issuance upon completion of registered activity | 7 working days after event | Included in event registration | Technical Committee | |
| Certificate of Achievement | Recognition certificates for exceptional performance, service, or contribution to tchoukball. Requirements: Nomination or automatic qualification based on performance criteria | Issued at ceremonies or within 14 days | Free | Executive Board | Free |
| Reference Letters | Character reference letters for federation members seeking opportunities or positions. Requirements: Written request, minimum 1 year active membership, purpose statement | 5 working days | KES 500 | Secretary / Technical Director |
Certificate of Good Standing
Official certification confirming member/club is in good standing with the federation.
Written request, membership verification, clearance from all committees
Secretary
Letter of Confirmation
Official letter confirming individual or club membership status with KTF for third-party purposes.
Written request stating purpose, membership number, recipient details
Secretary
Letter of Recommendation
Official recommendation for scholarships, employment, visa applications, or other opportunities.
Written request, CV/profile of individual, purpose of recommendation, recipient details
President / Secretary
Visa Support Letter
Official letter supporting visa applications for international competitions or federation business.
Passport copy, invitation letter/competition details, travel itinerary, purpose justification
President / Secretary
Introduction Letter
Formal letter introducing federation representatives or members to external organizations.
Written request, purpose of introduction, destination organization details
Secretary
Media/Partner Accreditation
Official accreditation for media personnel, sponsors, or partners at KTF events.
Application form, credentials verification, photo, organization details
Media Committee / Secretary
Certificate of Participation
Official certificate for participation in KTF-sanctioned events and training programs.
Automatic issuance upon completion of registered activity
Technical Committee
Certificate of Achievement
Recognition certificates for exceptional performance, service, or contribution to tchoukball.
Nomination or automatic qualification based on performance criteria
Executive Board
Reference Letters
Character reference letters for federation members seeking opportunities or positions.
Written request, minimum 1 year active membership, purpose statement
Secretary / Technical Director
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| Coach Certification - Level C | Entry-level coaching certification covering fundamental tchoukball skills, rules, and teaching methodology. Requirements: Completed application, minimum age 18, attendance at certification course | Course: 2 days, Certificate: 7 days | KES 5,000 (inclusive) | Technical Committee / Coaching Commission | |
| Coach Certification - Level B | Intermediate coaching certification for club-level and regional coaching. Requirements: Level C certification (min 1 year), coaching experience log (min 50 hours), attendance at Level B course | Course: 4 days, Certificate: 14 days | KES 10,000 | Technical Committee / Coaching Commission | |
| Coach Certification - Level A | Advanced certification for national team and high-performance coaching. Requirements: Level B certification (min 2 years), coaching portfolio, Technical Committee recommendation | Course: 5 days + practical, Certificate: 21 days | KES 20,000 | Technical Committee / FITB Technical Commission | |
| Referee Certification - Entry | Basic referee certification for officiating local and regional matches. Requirements: Completed application, minimum age 16, rules knowledge test, practical assessment | Course: 2 days, Certificate: 7 days | KES 3,000 | Referees Commission | |
| Referee Certification - National | Advanced referee certification for national championships and high-level competitions. Requirements: Entry-level certification (min 1 year), minimum 30 matches officiated, fitness test | Course: 3 days, Certificate: 14 days | KES 7,000 | Referees Commission | |
| FITB International Referee | Nomination for international referee accreditation with FITB. Requirements: National-level certification (min 2 years), 100+ matches officiated, Referees Commission recommendation | Subject to FITB calendar | KES 15,000 + FITB fees | Referees Commission / President | |
| License Renewal | Annual renewal of coaching and referee certifications. Requirements: Continuing education credits (8 hours annually), active participation verification | 5 working days | KES 1,500 (Coaches), KES 1,000 (Referees) | Technical Committee / Referees Commission | |
| Technical Workshops | Specialized training sessions on specific aspects of tchoukball. Requirements: Registration form, appropriate membership level | As scheduled | KES 1,000 - 5,000 | Technical Committee | |
| Table Officials Training | Certification for scorekeeping, timing, and match administration. Requirements: Application, minimum age 14, attendance at training session | Course: 1 day, Certificate: 5 days | KES 1,500 | Referees Commission |
Coach Certification - Level C
Entry-level coaching certification covering fundamental tchoukball skills, rules, and teaching methodology.
Completed application, minimum age 18, attendance at certification course
Technical Committee / Coaching Commission
Coach Certification - Level B
Intermediate coaching certification for club-level and regional coaching.
Level C certification (min 1 year), coaching experience log (min 50 hours), attendance at Level B course
Technical Committee / Coaching Commission
Coach Certification - Level A
Advanced certification for national team and high-performance coaching.
Level B certification (min 2 years), coaching portfolio, Technical Committee recommendation
Technical Committee / FITB Technical Commission
Referee Certification - Entry
Basic referee certification for officiating local and regional matches.
Completed application, minimum age 16, rules knowledge test, practical assessment
Referees Commission
Referee Certification - National
Advanced referee certification for national championships and high-level competitions.
Entry-level certification (min 1 year), minimum 30 matches officiated, fitness test
Referees Commission
FITB International Referee
Nomination for international referee accreditation with FITB.
National-level certification (min 2 years), 100+ matches officiated, Referees Commission recommendation
Referees Commission / President
License Renewal
Annual renewal of coaching and referee certifications.
Continuing education credits (8 hours annually), active participation verification
Technical Committee / Referees Commission
Technical Workshops
Specialized training sessions on specific aspects of tchoukball.
Registration form, appropriate membership level
Technical Committee
Table Officials Training
Certification for scorekeeping, timing, and match administration.
Application, minimum age 14, attendance at training session
Referees Commission
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| National Team Selection Trials | Opportunity to participate in selection trials for Kenya national tchoukball teams. Requirements: Valid KTF registration, age eligibility, medical fitness certificate, club nomination | As per annual calendar | KES 500 (Trial registration) | National Teams Committee / Technical Director | |
| Tournament Registration | Registration for KTF-organized tournaments and championships. Requirements: Team registration form, player eligibility verification, payment confirmation | 14 days before competition | KES 2,000 - 10,000 per team | Competitions Committee | |
| Event Sanctioning | Official KTF sanctioning for independently organized tchoukball events. Requirements: Event proposal, venue details, safety plan, referee arrangement, insurance coverage | Apply 30 days before, Approval: 14 days | KES 5,000 (Local), KES 10,000 (National) | Competitions Committee / Executive Board | |
| Equipment Certification | Official inspection and certification of tchoukball equipment for competitions. Requirements: Equipment submission for testing, specifications documentation | 7 working days | KES 2,000 per set | Technical Committee | |
| Venue Inspection | Inspection and approval of venues for hosting KTF-sanctioned events. Requirements: Venue proposal, safety checklist, accessibility assessment | Site visit within 14 days, Report: 7 days | KES 3,000 + transport | Competitions Committee | |
| Referee Assignment | Assignment of certified referees for sanctioned competitions and events. Requirements: Sanctioning approval, referee request form, event schedule | 7 days before event | Per approved scale + transport | Referees Commission | |
| International Competition Entry | Processing of entries and clearances for international competitions. Requirements: Selection documentation, passport copies, FITB registration, medical certificates | 60 days before event (FITB deadlines) | KES 5,000 + FITB entry fees | National Teams Committee / Secretary |
National Team Selection Trials
Opportunity to participate in selection trials for Kenya national tchoukball teams.
Valid KTF registration, age eligibility, medical fitness certificate, club nomination
National Teams Committee / Technical Director
Tournament Registration
Registration for KTF-organized tournaments and championships.
Team registration form, player eligibility verification, payment confirmation
Competitions Committee
Event Sanctioning
Official KTF sanctioning for independently organized tchoukball events.
Event proposal, venue details, safety plan, referee arrangement, insurance coverage
Competitions Committee / Executive Board
Equipment Certification
Official inspection and certification of tchoukball equipment for competitions.
Equipment submission for testing, specifications documentation
Technical Committee
Venue Inspection
Inspection and approval of venues for hosting KTF-sanctioned events.
Venue proposal, safety checklist, accessibility assessment
Competitions Committee
Referee Assignment
Assignment of certified referees for sanctioned competitions and events.
Sanctioning approval, referee request form, event schedule
Referees Commission
International Competition Entry
Processing of entries and clearances for international competitions.
Selection documentation, passport copies, FITB registration, medical certificates
National Teams Committee / Secretary
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| New Club Development | Technical and administrative support for establishing new tchoukball clubs. Requirements: Expression of interest, commitment from founding members, proposed location | Initial consultation: 7 days, Support: 6-12 months | Free | Development Committee | |
| School Introduction Program | Program to introduce tchoukball in educational institutions. Requirements: School/institution request, available facility, designated contact teacher | Planning: 14 days, Implementation: As scheduled | Free (subject to sponsorship) | Development Committee / Schools Commission | |
| Equipment Loan/Rental | Short-term loan or rental of federation tchoukball equipment for events and training. Requirements: Written request, deposit/guarantee, rental agreement | 5 working days (subject to availability) | KES 2,000 - 5,000 | Equipment Officer / Secretary | |
| Technical Consultation | Expert advice on tchoukball-related technical matters, facility setup, program development. Requirements: Request specifying areas of consultation needed | 3 working days initial response | Free (members), KES 5,000 (non-members) | Technical Director | |
| Talent Development | Programs to identify and develop promising tchoukball talent. Requirements: Age-appropriate (typically U12-U18), club nomination or open trial participation | As per development calendar | Free (subject to availability) | Development Committee / National Teams Committee | |
| Equipment Purchase Facilitation | Assistance in sourcing and purchasing approved tchoukball equipment at preferential rates. Requirements: Order form, advance payment, delivery address | Local: 7-14 days, International: 30-60 days | At cost + 10% admin fee | Equipment Officer / Treasurer |
New Club Development
Technical and administrative support for establishing new tchoukball clubs.
Expression of interest, commitment from founding members, proposed location
Development Committee
School Introduction Program
Program to introduce tchoukball in educational institutions.
School/institution request, available facility, designated contact teacher
Development Committee / Schools Commission
Equipment Loan/Rental
Short-term loan or rental of federation tchoukball equipment for events and training.
Written request, deposit/guarantee, rental agreement
Equipment Officer / Secretary
Technical Consultation
Expert advice on tchoukball-related technical matters, facility setup, program development.
Request specifying areas of consultation needed
Technical Director
Talent Development
Programs to identify and develop promising tchoukball talent.
Age-appropriate (typically U12-U18), club nomination or open trial participation
Development Committee / National Teams Committee
Equipment Purchase Facilitation
Assistance in sourcing and purchasing approved tchoukball equipment at preferential rates.
Order form, advance payment, delivery address
Equipment Officer / Treasurer
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| Records & Statistics Request | Provision of official records, statistics, and historical data on players, teams, and competitions. Requirements: Written request specifying data needed, purpose of request | 5-7 working days | KES 500 (Simple), KES 1,500 (Comprehensive) | Secretary / Statistics Officer | |
| Verification of Credentials | Third-party verification of membership, certifications, and achievements. Requirements: Written request from requesting organization, member consent | 3 working days | KES 500 | Secretary | |
| Complaint/Grievance Handling | Processing and resolution of complaints and grievances from members. Requirements: Written complaint with supporting evidence, identification of parties involved | Acknowledgment: 3 days, Resolution: 14-30 days | Free | Disciplinary Committee / Secretary | |
| Appeals Processing | Processing of appeals against federation decisions. Requirements: Written appeal, grounds for appeal, supporting documentation, appeal bond | Acknowledgment: 5 days, Hearing: 21 days, Decision: 7 days | KES 2,000 (refundable if successful) | Appeals Committee | |
| Constitution & Regulations | Provision of official KTF constitution, regulations, and policy documents. Requirements: Request (written or electronic) | Immediate (electronic), 3 days (printed) | Free (electronic), KES 500 (printed) | Secretary | Free |
| General Inquiries | Response to general inquiries about KTF, tchoukball, and federation activities. Requirements: Phone call, email, or office visit | Same day to 3 working days | Free | Secretariat |
Records & Statistics Request
Provision of official records, statistics, and historical data on players, teams, and competitions.
Written request specifying data needed, purpose of request
Secretary / Statistics Officer
Verification of Credentials
Third-party verification of membership, certifications, and achievements.
Written request from requesting organization, member consent
Secretary
Complaint/Grievance Handling
Processing and resolution of complaints and grievances from members.
Written complaint with supporting evidence, identification of parties involved
Disciplinary Committee / Secretary
Appeals Processing
Processing of appeals against federation decisions.
Written appeal, grounds for appeal, supporting documentation, appeal bond
Appeals Committee
Constitution & Regulations
Provision of official KTF constitution, regulations, and policy documents.
Request (written or electronic)
Secretary
General Inquiries
Response to general inquiries about KTF, tchoukball, and federation activities.
Phone call, email, or office visit
Secretariat
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| Sponsorship Proposals | Processing of partnership and sponsorship inquiries from potential sponsors. Requirements: Expression of interest, company profile, proposed partnership scope | Initial response: 5 days, Proposal: 14-21 days | Free | Marketing Committee / Executive Board | |
| Media & Broadcasting Rights | Licensing of media and broadcasting rights for KTF events. Requirements: Formal application, media organization credentials, proposed coverage plan | 14-30 days negotiation | Per negotiated agreement | Marketing Committee / Executive Board | |
| Logo & Brand Usage | Authorization for use of KTF logos, names, and brand elements by third parties. Requirements: Written application, intended use description, draft materials for approval | 7-14 days review | KES 5,000 (Commercial), Free (Non-commercial) | Executive Board / Secretary | |
| Merchandise Licensing | Licensing for production and sale of KTF-branded merchandise. Requirements: Business proposal, sample products, quality assurance commitment | 21 days review, Negotiation varies | Royalty-based (5-10% of sales) | Marketing Committee / Treasurer |
Sponsorship Proposals
Processing of partnership and sponsorship inquiries from potential sponsors.
Expression of interest, company profile, proposed partnership scope
Marketing Committee / Executive Board
Media & Broadcasting Rights
Licensing of media and broadcasting rights for KTF events.
Formal application, media organization credentials, proposed coverage plan
Marketing Committee / Executive Board
Logo & Brand Usage
Authorization for use of KTF logos, names, and brand elements by third parties.
Written application, intended use description, draft materials for approval
Executive Board / Secretary
Merchandise Licensing
Licensing for production and sale of KTF-branded merchandise.
Business proposal, sample products, quality assurance commitment
Marketing Committee / Treasurer
| Service | Description & Requirements | Timeline | Fee | Responsible | Action |
|---|---|---|---|---|---|
| Anti-Doping Education | Education sessions on anti-doping rules, prohibited substances, and clean sport principles. Requirements: Registration for session, active KTF membership | As scheduled in annual calendar | Free for members | Anti-Doping Commission / Technical Committee | |
| Therapeutic Use Exemption (TUE) | Processing of TUE applications for athletes requiring prohibited medications for legitimate medical reasons. Requirements: TUE application form, medical documentation, physician certification | Submit 30 days before competition, Decision: 14 days | Free | Anti-Doping Commission / Medical Officer | |
| Anti-Doping Clearance | Certification that an athlete has no pending anti-doping violations or sanctions. Requirements: Written request, athlete registration verification | 5 working days | KES 500 | Anti-Doping Commission / Secretary |
Anti-Doping Education
Education sessions on anti-doping rules, prohibited substances, and clean sport principles.
Registration for session, active KTF membership
Anti-Doping Commission / Technical Committee
Therapeutic Use Exemption (TUE)
Processing of TUE applications for athletes requiring prohibited medications for legitimate medical reasons.
TUE application form, medical documentation, physician certification
Anti-Doping Commission / Medical Officer
Anti-Doping Clearance
Certification that an athlete has no pending anti-doping violations or sanctions.
Written request, athlete registration verification
Anti-Doping Commission / Secretary
Service Standards and Quality Assurance
Communication Standards
- All emails acknowledged within 24 hours on working days
- Phone calls answered during office hours (8:00 AM - 5:00 PM, Monday-Friday)
- Written responses within stated timelines
- All official communications in writing
Processing Standards
- Complete applications processed first
- Incomplete applications returned with guidance within 3 days
- Payment receipts issued for all fees
- Processing status available during office hours
Quality Assurance
- Regular staff training on service delivery
- Quarterly service delivery review
- Annual stakeholder satisfaction survey
- Continuous improvement based on feedback
Feedback and Complaints Procedure
How to Provide Feedback
We welcome your feedback to help us improve our services. You can provide feedback through:
- Email: [email protected]
- WhatsApp: +254 745 170 881
- Feedback forms at our office and events
- Direct communication with federation officials
Complaints Procedure
If you are dissatisfied with our service, please follow these steps:
- 1
Informal Resolution
Raise the issue with the staff member or committee concerned. Many issues can be resolved at this level.
- 2
Formal Written Complaint
If unresolved, submit a written complaint to the Secretary within 30 days of the incident.
- 3
Investigation
Your complaint will be acknowledged within 3 working days and investigated within 14 working days.
- 4
Response
You will receive a written response with findings and any remedial action to be taken.
- 5
Appeal
If unsatisfied with the response, you may appeal to the Executive Board within 14 days.
- 6
External Recourse
If still unresolved, you may escalate to the Sports Registrar or Sports Disputes Tribunal as provided under the Sports Act 2013.
Contact Information
General Contact
- Kenya Tchoukball Federation
- Nairobi, Kenya
- +254 745 170 881
Email Contacts
Online & Social
- www.tchoukball.ke
- Office Hours: Mon-Fri, 8:00 AM - 5:00 PM
- @TchoukballKenya
This Service Charter was approved by the KTF Executive Board in January 2025 and shall be reviewed annually.
"Building Champions, Building Character, Building Community"
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Our team is ready to help you with any questions about our services.