Who Are We?
About Us
The Nyeri National Polytechnic, being a public tertiary institution, serves varied internal and external publics. In the delivery of services, the Polytechnic is guided by a citizen’s service delivery charter, created and displayed to the public, to inform them on the services offered and the duration taken to receive these services. The Public Complaints and Information Access office was created to mainly guide members of the public on where and how they can access information from the Polytechnic and to handle any complaints that may arise in the course of service delivery.
Mr. Job Muthui – Public Complaints Officer
Our Mandate
The office of the Ombudsman has been in existence since then and its functions are:
- To Establish and Maintain Complaints Management and Access to Information Infrastructure.
- To Conduct Capacity Development on Effective Complaints Management and Access to Information for top Management and Complaints/Information Access Officers.
- To Conduct awareness creation initiatives of the Institution’s complaints handling mechanisms and the citizen service delivery charter as well as access to information.
- To Resolve all complaints received.
- To Process all requests for access to information received.
- To Implement decisions and recommendations of the Commission on Administrative Justice.
Our Core Values
We are guided by the following core values:
- Accessibility
- Impartiality
- Accountability
- Timeliness
- Courtesy
- Transparency
- Fairness
- Efficiency
- Professionalism
- Team Work
Complaints Procedure
A person/s can lodge a complaint in their own name or on behalf of another person. A group, organisation or institution can also lodge a complaint. The Polytechnic has an established Public Complaints office where complaints are lodged.
Complaints can be lodged through the following modes:
- In person.
- Complaints on behalf of persons unable to lodge complaints.
- Via the Complaints box.
- Online via email – complaints@thenyeripoly.ac.ke.
- Online via the NNP Website complaints page.
- Telephone – 0724477942.
- Any other mode as may be determined by the Polytechnic.
The complaints handling officer makes an initial assessment of the nature and gravity of the complaint to determine its admissibility and for effective allocation of the complaint to the most relevant officer, leading to faster processing and resolution of the matter.
After assessment of a complaint, the respondent is contacted to give a response to the lodged complaint. An inquiry into the complaint is then conducted to verify the facts and other details of the complaint before action is taken.
Where investigation is required, it is done for the purposes of establishing the facts and exploring options for resolution. The investigation itself is carried out in an impartial manner. Confidentiality is maintained and great care is taken to ensure the complainant’s privacy is protected and their safety is not imperiled through exposure of their identity.
Both the complainant and respondent are treated fairly and given the chance to advance/respond to claims/allegations and/or produce any relevant evidence. The parties are given adequate opportunity to be heard before the designated complaints officer.
Resolving the complaint involves addressing the issue(s) complained about and offering the best possible remedy in the circumstances. Here, the remedies for addressing the complaints are clearly set out and the person(s) are made aware of the possible solutions. Any decision reached is communicated within 30 days.
Get in Touch
Postal Address
Phone Number
Business Hours
- Monday — Friday 8am – 5pm
- Saturday & Sunday — Closed