POLICIES

NORDA is committed to listen to your complaints and do all that is possible to resolve the same to your satisfaction in a courteous, prompt and efficient manner and keep you timely informed about the outcome. If the complaint is still not resolved to your satisfaction, we shall explain our decision and offer any possible alternative actions.

We would like you to know that we have a Customer Complaint Handling Process in place and by following this, we aim to understand you better, give you more room to communicate your issues and have those issues resolved quickly and effectively.

If you have any complaint concerning our product or service, please email talk2us@norda.biz or contact our designated customer complaint handling officer, who shall be readily available to assist you. The Complaint Form is available with him, which can be filled, submitted and acknowledged. We assure you that your complaints shall be handled with top priority and you would be advised on the status of resolution within 2 working days.

If you are not satisfied with the complaint resolution provided by the designated officer, you may escalate your complaint for review by the CEO of Norda Industries in writing, clearly stating why the resolution provided was unfair and unreasonable, and can be handed over at our Reception Counter or sent by email to ceo@norda.biz

We sincerely request that the complaints, if any, should be genuine and not frivolous and should be supported with facts and would request you to avoid any rude, threatening or abusive conduct towards our staff.

The designated Complaint Handling Officer is: 

Mr. Faizul Matheen (0732 402 786 / 0732 401 786) email: faiz@norda.biz

NORDA  INDUSTRIES LTD

P. O. Box 60917 – 00200

Nairobi, Kenya