Complaints Handling Department

The public complaints committee was operationalized by the then principal on 9th June, 2010 following a directive from the office of the president, as the Resolution of Public complaints was being introduced as an indicator for the 2009/2010 performance contract.
The office of the complaints handling has been in existence since then and its functions are:

  1. To receive, register, sort, classify and document all complaints lodged to the institution.
  2. To inquire into allegations of misuse of office, unethical conduct, breach of integrity, maladministration, delay, injustice, discourtesy, inattention, incompetence, misbehavior, inefficiency or ineptitude, etc.
  3. To oversee, co-ordinate, monitor and follow-up specific actions on channeled complaints.
  4. To ascertain whether there is merit in a complaint, and thereafter to act on the complaint appropriately.
  5. To ensure that all complaints received are resolved within the stipulated period of time.
  6. To ensure that all activities outlined in the guidelines from the Commission on Administrative Justice (CAJ) for implementation of the indicator, Resolution public complaints are carried out in every financial year.

When dealing with us, you expect to receive:

  1. Effective and efficient service,
  2. Fair and unbiased treatment,
  3. Respect for your privacy and confidentiality of your information,
  4. An explanation of all decisions that affect you,
  5. Full opportunity to ventilate your complain,
  6. Appropriate advice.

We are guided by the following core values:

  1. Accessibility
  2. Impartiality
  3. Accountability
  4. Timeliness
  5. Courtesy
  6. Transparency
  7. Fairness
  8. Efficiency
  9. Professionalism
  10. Team work

Our Contacts:
Mobile Phone: 0727229015, 0738427327
Email address: This email address is being protected from spambots. You need JavaScript enabled to view it. This email address is being protected from spambots. You need JavaScript enabled to view it.

By: Francis Muchira Njiru
Coordinator, Complaints Handling Department