Public Complaints

Welcome to the Public Complaints Section

Kenyatta University is committed to providing excellent and quality products and services that will not only satisfy her customers but exceed customer expectations. This commitment is reflected in the University’s vision, mission, values and strategy of customer focus.

The Directorate of Quality Management Systems coordinates handling and resolution of citizen/customer concerns and complaints in the University as guided by the Commission on Administrative Justice (CAJ). The Directorate also receives and implements annual performance guidelines and targets from CAJ on “Resolution of Public Complaints”. The office works with all University Divisions, Schools, Departments, Sections, Directorates, Centres and Units in order to effectively manage customer complaints.

Resolution of Complaints

The Office has fully operationalized and implemented the University Quality Management System standards and requirements aimed at effectively and efficiently handling and managing customer complaints in the University. The Corrective and Preventive Action (CAPA) mechanism assists the office to identify, assess and analyse the root cause and further institute corrective and preventive measures on the non-conformities identified in the concerns or complaints lodged.

The Public Complaints Office reports to CAJ quarterly as part of implementing the performance indicator in the performance contract targets set for public service institutions. In turn, the Commission issues a certificate to public institutions that have complied fully with its requirement to address public complaints.

Functions of the Public Complaints Section

• Handling and managing customer complaints in the University effectively and efficiently, in line with the Quality Management System standards and requirements.
• Reporting on the resolution of complaints to CAJ on a quarterly basis.
• Creating awareness on service delivery standards at the University.