The National Transport and Safety Authority (NTSA) in Kenya has announced four professional conduct rules for matatu drivers and conductors. These rules aim to improve the treatment of passengers and promote a culture of professionalism in the public transport sector. The rules cover areas such as communication, harassment, uniform standards, and assistance to vulnerable passengers. By enforcing these guidelines, NTSA seeks to enhance the overall passenger experience.
The first rule requires crew members to maintain respectful communication with passengers at all times. This includes greeting passengers upon boarding, keeping them informed throughout the journey, and thanking them courteously. NTSA emphasizes that basic politeness is not optional but a professional standard. By setting this expectation, the authority aims to promote a culture of respect and courtesy in the public transport sector.
The second rule prohibits harassment and touting, with a specific focus on preventing sexual harassment and discrimination. NTSA directs operators to treat every passenger with dignity, regardless of their background or circumstances. This rule seeks to create a safe and inclusive environment for all passengers. By enforcing this guideline, NTSA aims to reduce incidents of mistreatment and promote a culture of respect.
The third rule requires crew members to wear their uniforms and carry their identification where required. NTSA urges matatu operators to present themselves in a manner consistent with their status as professionals providing a public service. By maintaining a professional appearance, crew members can promote trust and confidence among passengers.
The fourth rule concerns the treatment of vulnerable passengers, including older persons, children, expectant mothers, and persons with disabilities (PWDs). NTSA calls on crew members to actively assist these groups, acknowledging that they require additional care and consideration when boarding, traveling, and alighting. By providing this support, matatu operators can ensure that all passengers have a safe and dignified journey.
NTSA's core message to matatu operators is that their obligations extend beyond roadworthiness and licensing to include safety, dignity, information, and fair treatment. These guidelines reinforce existing regulations governing public service vehicle operations in Kenya. By enforcing these rules, NTSA aims to improve the overall quality of service in the public transport sector.
In related news, NTSA has announced a nationwide free training program for over 4,000 PSV drivers, SACCO managers, and supervisors. The four-day pilot program began in Taita Taveta, Mombasa, and Garissa on September 21, 2026. The initiative aims to improve road safety, professional conduct, and compliance across Kenya's public transport sector. Participants who complete the program will become road safety champions, while NTSA prepares for a wider national rollout.
Key points
- NTSA outlines four professional conduct rules for matatu drivers and conductors in Kenya.
- The rules cover areas such as communication, harassment, uniform standards, and assistance to vulnerable passengers.
- NTSA announces a nationwide free training program for over 4,000 PSV drivers, SACCO managers, and supervisors.
