Accountability

External Grievance Mechanism

Pontypridd Holdings moves goods across Kenya and East Africa. Our trucks, depots and warehouses operate alongside communities, other road users and many business partners. If our work has affected you, your community or the environment, we want to know, and we commit to dealing with it fairly.

This page explains how anyone outside the company can raise a concern, what we will do with it, and how long each step takes.

Raise a grievance Call 0727 443 327
  • Free of charge
  • English or Kiswahili
  • Anonymous if you prefer
  • No retaliation

Kwa Kiswahili

Ikiwa wewe, jamii yako au shirika lako mmeathirika na shughuli za Pontypridd Holdings, mnaweza kuwasilisha malalamiko bila malipo yoyote. Mnaweza kutumia fomu iliyo kwenye ukurasa huu, kupiga simu, kutuma barua pepe au kufika ofisini kwetu. Mnaweza kuwasilisha malalamiko bila kutaja majina yenu. Hakuna mtu atakayeadhibiwa au kulipiziwa kisasi kwa kuwasilisha malalamiko kwa nia njema. Tutathibitisha kupokea malalamiko yenu ndani ya siku 5 za kazi.

This process is not for emergencies. If someone is in danger, or there is a crash, fire or spill happening now, call the emergency services on 999 or 112, then call our 24/7 line on 0720 359 781.

Who can use it

Anyone outside Pontypridd Holdings who is affected by what we do, including:

  • People and communities living or working near our depots, warehouses and transport routes
  • Other road users
  • Customers, suppliers and contractors, and the people who work for them
  • Community groups, civil society organisations and local leaders
  • Anyone acting on behalf of an affected person, with their agreement

What you can raise

  • Road safety and the conduct of our drivers or vehicles
  • Environmental concerns: spills, emissions, noise, dust or waste
  • Damage to property, land or livelihoods
  • Working conditions at our contractors and suppliers
  • Harassment, discrimination or gender-based concerns involving our staff or contractors
  • Unethical business conduct
  • Any other environmental or social impact of our operations

Ways to raise a grievance

You can use whichever of these suits you. All of them are free of charge and you can use English or Kiswahili.

Grievances received by phone, email or in person are entered into the same register and follow the same process as those sent online.

Go to the online form

What happens next

  1. Straight away

    Receipt. You get a reference number straight away. Keep it so you can follow up.

  2. 5 business days

    Acknowledgement, within 5 business days. We confirm we have your grievance and tell you who is handling it.

  3. 10 business days

    Assessment, within 10 business days. We check whether the issue falls under this mechanism. If it does not, we explain why and direct you to the right channel.

  4. Investigation and dialogue. We talk with you to understand what happened, gather the facts and hear from everyone involved.

  5. 30 days

    Resolution, within 30 days of acknowledgement. We propose a remedy or corrective action and discuss it with you. If we need more time, we tell you why and give you a new date.

  6. Feedback and closure. We confirm the outcome in writing and ask whether you are satisfied before closing the case.

  7. Within 14 days

    Review. If you are not satisfied, you can ask within 14 days for the Managing Director to review the decision.

Our commitments

  • No retaliation

    Nobody will be punished, threatened or disadvantaged for raising a concern in good faith. Retaliation by our staff or contractors is treated as misconduct.

  • Confidentiality

    Your identity and the details you share are seen only by the people who need them to handle your case.

  • Anonymity

    You may raise a grievance without giving your name. If you give no contact details we cannot update you, but we will still investigate.

  • No cost

    Using this mechanism is free.

  • Your other rights are unaffected

    Using this mechanism does not stop you from going to a court, regulator or any other body at any time.

  • Learning

    We review grievances regularly to find patterns and improve how we operate.

Raise a grievance online

Only the description and the privacy agreement are required. Everything else is optional.

About you

We will not be able to update you, but you can follow up using your reference number.

Preferred contact method (optional)
Preferred language (optional)
Your grievance

Town, road, depot, or vehicle registration if known

Confirm and send

Privacy notice

We collect the information on this form only to receive, investigate and resolve your grievance. It is handled in line with the Kenya Data Protection Act, 2019. It is shared only with those involved in handling your case and is kept for 5 years after the case is closed. You can ask to see, correct or delete your personal information by writing to . You also have the right to complain to the Office of the Data Protection Commissioner.