1. Purpose This policy outlines our commitment to delivering safe, high-quality, and responsive customer service in the supply and support of medical and industrial gases. We recognize the critical role our products play in healthcare and industrial operations, and we are dedicated to upholding the highest service standards in all customer interactions. 

2. Scope This policy applies to all employees, technicians, delivery personnel, contractors, and customer service representatives involved in the production, handling, distribution, and support of medical and industrial gas products.

3. Our Commitments We are committed to: • Safety and Compliance: Ensuring all products and services meet or exceed applicable safety, health, and regulatory standards (e.g., ISO, OSHA, PPB, KEBS). • Reliable Supply Chain: Maintaining consistent product availability and timely deliveries, especially for critical-use medical gases. • Responsive Customer Support: Providing fast, knowledgeable, and respectful support to all customers — hospitals, clinics, manufacturers, fabricators, food processors, labs, and others. • Accurate Information: Offering clear documentation and labeling for all gas types, including safety data sheets (MSDS) and handling guidelines. • Traceability and Quality Assurance: Ensuring batch traceability, quality testing, and compliance with good manufacturing/distribution practices (GMP/GDP). • Training and Education: Supporting customers with guidance on gas handling, cylinder safety, and emergency procedures. • Continuous Improvement: Using feedback, audits, and performance metrics to constantly improve service quality and reliability.  

4. Service Standards Service Area Standard Emergency Medical Deliveries Available 24/7; delivered within 2–4 hours (urban areas) Standard Orders Processed and scheduled within 24 hours Technical Support Response within 4 business hours Complaint Resolution Acknowledged within 24 hours, resolved within 5 business days as per the documented SOP for handing customer complains

5. Customer Communication We ensure clear and transparent communication: • Ordering: Multiple easy channels (phone, web portal, email). • Invoices and Documentation: Accurate billing and delivery paperwork with each delivery.

6. Feedback and Complaints We treat feedback as an opportunity to improve: 1. Submit feedback via email, phone, or our website. 2. All complaints are tracked and reviewed by our Quality Assurance and Business Development Team 3. Root cause analysis conducted, when necessary, with corrective actions documented.

7. Employee Responsibilities Every employee must: • Adhere to regulatory and internal safety protocols at all times. • Be trained in customer communication and complaint handling. • Maintain professionalism, confidentiality, and courtesy with every customer. • Report safety incidents or quality concerns immediately.

8. Monitoring & Review This policy will be reviewed annually or following any regulatory updates, incident investigations, or significant customer feedback.

Contact Information Customer Service: +254 733 999 191

Emergency Medical Gas Support (24/7): +254 729 839 015

Email: [email protected]

Website: www.gasafrica.com

Effective Date: 25th September 2024

Review Date: Annually or as Required

Approved by: Managing Director

Doc Ref: GAL/QMS/POL/CSP/01 Rev:00 Issue:01

1. Purpose

This policy outlines Gas Africa Limited’s commitment to conducting business with the highest standards of integrity and in full compliance with anti-bribery laws. As a supplier of medical and industrial gases, we recognize our critical role in healthcare, manufacturing, and research sectors, where transparency and ethical conduct are vital.

2. Scope

This policy applies to all employees, officers, directors, agents, distributors, contractors, and business partners acting on behalf of Gas Africa Limited regardless of their location or role.

3. What is Bribery?

Bribery is offering, promising, giving, or receiving anything of value with the intent to improperly influence a decision, secure an advantage, or gain business. In the context of medical and industrial gases, bribery risks may arise in situations such as:

• Securing supply contracts with hospitals, government agencies, or manufacturers
• Regulatory approvals for gas cylinders, storage facilities, or new products
• Customs clearances or logistics facilitation

Examples of prohibited actions:

• Offering hospital procurement staff a gift to win a contract for oxygen supply
• Making facilitation payments to customs officials to expedite clearance of gas cylinders
• Giving commissions or incentives to distributors that are not disclosed or documented

4. Policy Requirements

Personnel must not:

• Offer or accept bribes in any form, including cash, gifts, hospitality, or favors
• Make facilitation payments (small, unofficial payments to speed up services)
• Use third parties to indirectly engage in bribery
• Fail to report suspicious activity or known breaches of this policy

5. Gifts, Hospitality, and Sponsorships

We understand that business courtesies can be part of normal professional relationships. However, in our industry, where patient safety and regulatory oversight are critical, extra caution is required.

Permissible activities must:

• Be of modest value and infrequent
• Not involve government or hospital officials without prior approval
• Be transparently recorded in Gas Africa’s gift and hospitality log

All promotional or educational sponsorships (e.g., conferences for hospital staff) must be pre-approved by the Managing Director

6. Donations and Contributions

• Charitable donations must not be used to gain business advantage and should be approved and documented.
• Political contributions are strictly prohibited unless authorized by senior management and legally compliant.

7. Third-Party Risk

Vendors, agents, distributors, and contractors must be vetted and agree to comply with this policy. Contracts should include anti-bribery clauses and provide the right to audit.

8. Reporting and Whistleblowing

Employees and third parties are encouraged to speak up if they suspect bribery or corruption. You can report through:

• Your manager or HR
• Managing Director
• Anonymous whistleblowing channels (if available)

Retaliation against whistleblowers is strictly prohibited.

9. Compliance and Training

• Annual training will be provided to all relevant staff
• Breaches of this policy may result in disciplinary action, termination, and legal prosecution
• Regular audits and reviews will be conducted to assess compliance

Doc Ref: GAL/QMS/POL/ACP/01

Rev:00

Issue:01

Effective Date: 16th August 2021
Review Date: Annually or as Required
Approved by: Managing Director

Purpose: To establish guidelines for clear, compliant, and consistent communication internally and externally, ensuring safety, trust, and operational efficiency.

1. Policy Objectives

• Ensure all communications reflect the company's mission, values, and safety-first approach.
• Comply with all relevant industry regulations (e.g., OSHA, KEBS, PPB, ISO standards).
• Promote transparent and consistent communication with stakeholders.
• Support emergency communication and incident response.

2. Scope

This policy applies to:

• All employees, contractors, and partners
• All communication channels (verbal, written, electronic, social media, etc.)
• Both internal (employee) and external (customer, regulatory, media) communication

3. Types of Communication Covered

• Operational Communication: Safety alerts, logistics, maintenance updates
• Marketing & Public Relations: Advertisements, website, brochures
• Customer Service: Order handling, technical support
• Regulatory Communication: Incident reporting, audits, certifications
• Crisis Communication: Emergency protocols, press releases

4. Key Principles

A. Accuracy

• Verify technical data (e.g., gas concentrations, safety data sheets)
• Use approved templates and terminology for safety-critical info

B. Clarity

• Avoid jargon with external audiences
• Use plain language where possible

C. Confidentiality

• Protect customer data, intellectual property, and medical information
• Use NDAs where needed

D. Timeliness

• Respond to incidents, inquiries, or internal issues promptly
• Follow escalation procedures for emergencies

E. Compliance

• Adhere to laws (OSHA etc.)
• Include disclaimers and regulatory references where required

5. Roles & Responsibilities

6. Internal Communication Channels

• Email (for formal notices)
• Approved messaging platforms
• Safety meetings / Toolbox talks

7. External Communication Channels

• Website and official email
• Customer support hotlines
• Social media (by authorized personnel only)
• Press releases and media statements

8. Emergency & Crisis Communication

• Trigger Events: Gas leaks, contamination, injury, equipment failure
• Protocol:
  1. Notify supervisor and QAM team immediately
  2. Use designated spokesperson who is the Managing Director
  3. Follow approved incident report templates
  4. Communicate with regulators within required timelines
  5. Update customers and public as appropriate

9. Training & Review

• Annual training on communication protocols and emergency messaging
• Regular audits of external-facing communication
• Policy will be reviewed annually or following any regulatory updates, incident investigations or significant internal or external feedback.

10. Violations

• Unapproved communication may result in disciplinary action
• Leaks or misinformation that endanger safety may lead to termination or legal action

Doc Ref: GAL/QMS/POL/CMP/01

Rev:00

Issue:01

Effective Date: 23rd September 2024
Review Date: Annually or as Required
Approved by: Managing Director

The Management and personnel of Gas Africa are unwavering in their commitment to customer satisfaction by affording its customers Medical and Industrial gases that adhere to stringent international technical and quality standards and benchmarks
Understanding customer’s requirements now and in the future is paramount to providing the best suited product and services

The SHEQ Policy aims to ensure alignment to the Gas Africa vision and values, where integrity of the product is key and it is this dedication to safety that ensures that harm is not inflicted upon its employees, customers, contractors, service providers, or the environment, Gas Africa assets, as well as members of the public affected by its operations, infrastructure, and all operational activities within the scope of its business

Gas Africa management and all employees are committed to well-being and protection of human life, environmental duty of care, protection of assets and customer satisfaction by applying our Code of Conduct in all its activities

Gas Africa has integrated safety, health, environment and quality requirements into all activities; more specifically in the Product realization process and care for preventive maintenance to improve performance and achieve stakeholder requirements
Our commitment to Safety, Health, Environment, and Quality management is achieved through:

1. Achieving compliance with applicable legislation and other requirements to which Gas Africa subscribes and in the absence of these, setting internal standards to meet the intent of this policy
2. Addressing the needs and expectations of Gas Africa customers and stakeholders
3. Setting SHEQ objectives goals and measuring our performance (KPI’s) against these with the objective of continual improvement
4. Periodical task-based risk surveillance for all Gas Africa activities, to monitor and manage occupational risks inherently present in the nature of our business
5. SHEQ training and safety-based behavior training for all employees
6. Ensuring that our suppliers and service providers meet and adhere to Gas Africa requirements
7. Promoting open communication with all stakeholders and sharing of our SHEQ knowledge
8. Manufacture, distribute and sale of products in a safe, secure, efficient, and environmentally responsible manner

Responsibilities

It is the primary responsibility of the company’s management supported by the board of directors to ensure full and effective compliance with the requirements of the SHEQ Policy
They will establish and monitor the organization as well as the arrangements for those areas and activities over which they have control and responsibility
Full and effective compliance with the legal duties placed on Gas Africa can only be achieved with the active involvement of the entire workforce
This requires the full support and cooperation of all employees and contractors

GAS AFRICA MANAGEMENT

Doc Ref: GAL/QMS/POL/QSHE/04

Rev:03

Issue:04

Effective Date: 17/04/2025

Approved By: Managing Director

Review Date: Annually or as Required

Gas Africa Limited is committed to operating responsibly and sustainably in the production, storage and supply of medical and industrial gases. We recognize our duty to protect the environment for present and future generations and strive to minimize the environmental impact of our operations while ensuring the safety and reliability of our products.

Our Commitments

1. Compliance

• Comply with all applicable environmental laws, regulations, and industry standards.
• Meet or exceed environmental requirements specified by our customers, partners, and regulators.

1. Pollution Prevention

• identify and reduce sources of emissions, effluents, and waste.
• Implement effective measures to prevent contamination and spillage of gases, chemicals, or hazardous materials.

1. Resource Efficiency

• Optimize energy and water usage in our operations.
• Promote efficient transportation and logistics to reduce our carbon footprint.

1. Product Stewardship

• Design and deliver products and services that are safe, environmentally responsible, and support sustainable development.
• Provide clear guidance to customers on the safe and environmentally sound use of our gases.

1. Continuous Improvement

• Monitor and review our environmental performance through measurable objectives and targets.

1. Training and Awareness

• Educate and train employees at all levels to enhance their understanding of environmental responsibilities.
• Foster a culture of environmental accountability throughout our organization.

1. Stakeholder Engagement

• Engage with key stakeholders to promote sustainable practices.
• Transparently report our environmental performance and respond to concerns with integrity.

Responsibility and Review

This policy is supported by top management and is reviewed annually or whenever significant changes occur in our operations or environmental legislation. All employees and contractors are expected to uphold the principles outlined in this policy.

Doc Ref: GAL/QMS/POL/ES/03

Rev:02

Issue:03

Effective Date: 17/04/2025

Review Date: Annually or as Required

Approved By: Managing Director

1. Purpose

This policy outlines the principles, responsibilities, and procedures designed to protect employees, property, customers, and the environment from fire and related hazards associated with the storage, handling, production, and distribution of medical and industrial gases.

2. Scope

This policy applies to all company facilities, operations, vehicles, and personnel involved in the manufacturing, storage, handling, and delivery of medical and industrial gases.

3. Policy Statement

We are committed to ensuring a safe and fire-resilient working environment by:

• Complying with applicable national and international fire safety regulations (e.g., OSHA, ISO).
• Implementing proactive fire risk assessments and controls.
• Providing fire safety training and resources to all employees.
• Maintaining fire detection, suppression, and emergency response systems.

4. Key Fire and Safety Principles

4.1 Hazard Identification and Risk Assessment

• Conduct regular risk assessments for all fire-prone operations.
• Identify ignition sources, flammable materials, and potential release scenarios.
• Implement mitigation measures and update them based on operational changes.

4.2 Fire Prevention Measures

• Eliminate ignition sources near gas storage and production areas.
• Ensure proper ventilation in enclosed spaces.
• Use explosion-proof equipment and anti-static clothing in designated zones.
• Implement and enforce "No Smoking" policy.

4.3 Gas Cylinder Storage and Handling

• Store cylinders upright, secured, and clearly labeled
• Maintain safe distances from ignition sources and electrical equipment.
• Regularly inspect for leaks, rust, or mechanical damage.

4.4 Fire Detection and Suppression Systems

• Install and maintain fire suppression systems and equipment
• Equip facilities with appropriate fire extinguishers (CO₂, dry powder, foam).
• Regularly inspect and test all systems.

5. Employee Roles and Responsibilities

5.1 Management

• Ensure implementation of this policy across all facilities.
• Allocate resources for training, equipment, and system maintenance.
• Review and update the policy annually or after major incidents.

5.2 Safety Officer

• Conduct training and drills.
• Perform risk assessments and fire inspections.
• Investigate fire incidents and recommend corrective actions.

5.3 Employees

• Comply with all safety instructions and procedures.
• Report unsafe conditions or fire hazards immediately.
• Participate in fire drills and training sessions.

6. Emergency Preparedness

• Establish and communicate an emergency evacuation plan.
• Conduct bi-annual fire drills involving all staff.
• Train employees in the use of fire extinguishers and first aid.
• Designate and train emergency response teams.

7. Training and Awareness

• Conduct periodic refresher courses.
• Display fire safety signage and instructions prominently.

8. Record Keeping

• Maintain logs of inspections, training sessions, incidents, and drills.
• Ensure access to Material Safety Data Sheets (MSDS) for all gases.

9. Compliance and Continuous Improvement

• Periodic internal and third-party audits of fire safety practices.
• Corrective actions and improvements based on audit findings.
• Stay updated with best industry practices and technological advancements.

10. Enforcement

Non-compliance with this policy may result in disciplinary action, including retraining, suspension, or termination, depending on the severity of the violation.

Doc Ref: GAL/QMS/POL/FS/03

Rev:02

Issue:03

Effective Date: 17/04/2025

Review Date: Annually or as Required

Approved By: Managing Director

1. Policy Statement

Gas Africa is committed to delivering high-quality medical and industrial gases that meet or exceed customer expectations, regulatory requirements, and applicable national and international standards.

We operate under a robust Quality Management System (QMS) in line with ISO 9001:2015 and the regulatory framework of the Pharmacy and Poisons Board (PPB), the Kenya Bureau of Standards (KEBS), and other relevant bodies.

2. Strategic Intent and Alignment

Our Quality Management System is designed to reflect the purpose and strategic direction of Gas Africa — to be a dependable, safe, and compliant partner in the supply of high-quality medical and industrial gases. The QMS framework integrates seamlessly into our business strategy, ensuring alignment between quality outcomes and company goals.

We are committed to:

• Manufacturing, packaging, and distributing medical gases in full compliance with PPB guidelines and GMP.
• Producing and supplying industrial gases that meet applicable KEBS standards and client specifications.
• Ensuring safety, purity, traceability, and integrity of gases through controlled and validated processes.
• Achieving customer satisfaction through on-time delivery, product quality, and responsiveness to feedback.
• Continual improvement of our QMS and operational performance through audits, training, corrective actions, and review mechanisms.

3.Framework For Objectives

This policy provides the foundation for setting and reviewing measurable quality objectives across our departments. These objectives focus on:

• Reliability and traceability of medical and industrial gases.
• Compliance with good manufacturing practices and safety standards.
• Timely delivery and responsive service to meet customer needs.
• Operational efficiency and resource optimization.

Performance against these objectives is monitored, reported, and used as a basis for continuous learning and action.

4. Regulatory and Standards Compliance

We comply with:

• ISO 9001:2015 – Quality Management Systems
• KEBS specifications for industrial gases
• PPB Guidelines for manufacture and distribution of medical gases
• GMP principles applicable to medical gas production
• Environmental, health, and safety regulations under NEMA and DOSHS

5. Scope

This policy applies to all departments and activities related to the manufacture, quality control, storage, transport, and supply of medical and industrial gases at all our sites.

6. Responsibilities

• Top Management ensures that QMS is maintained and resourced.
• Quality & Regulatory Affairs oversees compliance with local and international standards.
• Operations & Technical Teams ensure that SOPs and quality procedures are followed.
• All Employees are responsible for upholding quality and safety in their roles.

7. Communication and Review

This policy is reviewed annually or as required due to changes in regulations, customer needs, or business strategy. It is communicated across the organization and made available to stakeholders, regulators, and customers upon request.

Effective Date: 6th May 2025

Review Date: Annually or as required
Approved By: Managing Director