- Chief Executive officer,
- Fish Levy Trust Fund
- State Department for Fisheries, Aquaculture and the Blue Economy,
- Maji House, 3rd floor, Room 328, Ngong Road, Upperhill
- P.O. Box 58187-00200 NAIROBI
- Email: firstname.lastname@example.org
- Email: email@example.com
- Telephone: 2718870/9, Toll Free. 08002218900 Fax: 316731
Public Complaint sensitization
What is a Public Complaint:
This is an expression of dissatisfaction by a person, group, institution or organization about an unsatisfactory or unacceptable situation, including an act or omission or about the standard of service, whether the action was taken or the service was provided by the person(s), the institution itself or body acting on behalf of the public institution.
The Commission on Administrative Justice, more commonly known as “Office of the Ombudsman”, is a constitutional commission established under Article 59(4) of the Constitution, and the Commission on Administrative Justice Act, 2011.
The mandate of Office of the Ombudsman is two-fold, and extends to both national and county governments. Firstly, the Commission has the mandate of tackling maladministration (improper administration) in the public sector. In this regard, the Commission is empowered to, among other things, investigate complaints of delay, abuse of power, unfair treatment, manifest injustice or discourtesy.
The Ombudsman handles an array of complaints in this regard including on service failure, delay, inaction, inefficiency, ineptitude, discourtesy, incompetence and unresponsiveness in public offices.
Any person can lodge a complaint on their own behalf or on behalf of another person. Additionally, a Member of Parliament may lodge a complaint as a representative of the people.
While lodging a complaint an aggrieved should
- Details of the public institution/officer complained against.
- Information on whether the same complaint has been lodged with the Ombudsman before, or with other entities, or if the matter is in Court.
- A clear, factual and concise brief on the complaint. Besides the letter detailing the issue, a complainant is required to give any available supporting documents.
- If the complainant has made attempts to resolve the issue with the relevant authority, he/she needs to indicate what happened and reasons for dissatisfaction with the outcome.
- The remedy being sought.
As FLTF grows as an institution, complaints management systems should be developed, such as installing complaints boxes and setting up committees and institutional ombudsmen. There is already a step in the right direction that a Service Charter has been provided to guide on services offered and the expected results. When perceived criticism is handled fairly, transparently and in a timely manner, an organization’s reputation and image are enhanced, staff morale improves, and public confidence in government grows.