UoN staff trained complaints handling management
PDF version
Start Date: 
Thu, 2014-06-19 12:47 - Wed, 2014-12-31 12:47

The University of Nairobi (UoN) members of staff have been challenged to ensure that the complaints handling mechanisms in place are effective allowing customers and stakeholders’ complaints made are resolved efficiently.

This was echoed by various speakers during a training on capacity development on effective complaints management for complaints handling officers and staff held today, June 17, 2014 at the University of Nairobi.

The training targeting members of the University’s Central Corruption Committees, Colleges, Student Welfare Authority (SWA), University of Nairobi Enterprise Services (UNES) and Central units Corruption Prevention Committees’ members saw the participants trained by facilitators from the Commission for Administrative Justice (CAJ).

In the key note presentation on re-examining the role and relevance of the Ombudsman and its contributions to justice, governance and public service delivered by Mr.  Otiende Amollo, Chairman, CAJ, it emerged that the Commission has a constitutional mandate to safeguard public interest by promoting constitutionalism, securing the observance of democratic values and principles and protecting the sovereignty of the people of Kenya.

In the current Performance Contract period 2013/2014, CAJ had issued new guidelines for the implementation of Public Complaints indicator which the University needed to adhere to. In his presentation, Mr. Amollo noted that complaints received by the Ombudsman against the University of Nairobi had been addressed comprehensively within the stipulated period. To date, the University has received seven complaints from CAJ since the 2011/2012 performance contracting period.

On his part, Vice-Chancellor, Prof. George Magoha noted that the University is committed to implementing the new guidelines set by the Commission. The guidelines include the establishment of complaint-handling and management infrastructure and submitting information on the same to the commission in the prescribed format, acknowledgment of complaints received as well as the actual resolution of complaints received and reported in the prescribed format. In addition, the University is expected to report on the capacity development on effective complaints handling officers and staff as well as report on creation of awareness on the complaints handling system and citizen service delivery charters.

All colleges and units have customer reporting mechanisms through emails, direct lines, website, social networking sites, customer compliments reporting boxes which are fixed in strategic areas for both internal and external customers to indicate whether they are satisfied or not within our services.

Topics covered include effective complaints handling mechanisms procedures and best practice and challenges and prospects for implementation of the indicator ‘resolution of public complaints’ in government performance contract.

Contact Person: 
Chief Legal Officer