Ministry of Interior and National Administration
State Department for Internal Security and National
Administration
P. O. Box 30510-00100 GPO
NAIROBI
COMPLAINT HANDLING PROCEDURE
Definition of a Complaint:
“A complaint is an expression of dissatisfaction or concern by the public, however
made, about the conduct, standard of service, actions or lack of action by the State
Department of Interior or its staff”
Examples of complaints would be where a customer considers that there
has been:
i. Failure to provide a service at the right time or to the standard expected of
the Service.
ii. Dissatisfaction in answering a query or responding to a request for a service.
iii. Failure to follow the Service’s agreed policy, orders or procedures.
iv. Failure to take proper account of relevant matters in coming to a decision.
Discourteous or dishonest behavior by a member of staff.
v. Harassment, bias or unfair discrimination.
A complaint will not be investigated under the following circumstances:
i. Anonymous complaints that have no material facts or serious in nature
;
ii. Cases where other rights and channels of appeal exist at that level of
complaint reporting;
iii. Routine requests for service UNLESS such request has been dealt with
improperly or with undue delay;
iv. Cases where an immediate response can be given.
Publicized Contact Details for Complaints:
i. The address and contact details of the relevant offices to direct a complaint
shall be availed to the public or pasted on the public notice board in all
our offices
ii. Written complaints may be sent to the Principal Secretary on the address
provided above
iii. Verbal complaints may be made by phone to 020 2227411 ext
181/248/418
Confidentiality
• Each complaint shall be handled with the confidentiality
Stage One
• Customers are encouraged to liaise with respective staff who will
usually resolve matters. You can telephone, write a letter or call at their
offices.
Stage Two
i. If the complainant is not satisfied with the response, internal review of the
decision shall be offered;
ii. A complaint shall be assessed and assigned priority and if it requires
investigations before a response is given, shall be acknowledged within 14
days and/or referred to the relevant agency;
iii. If investigation is required, it shall be planned and executed within 21
days;
iv. The investigation shall endeavor establish the factual issues and consider
options for complaint resolution;
v. The complainant shall be notified of the outcome of the investigation
within 14 days; and,
vi. Any systemic issues that are highlighted as a result of the complaint shall
be acted upon.
Stage three
If a complainant is not satisfied with the response, the complainant is free to
channel the complaint through the Commission on Administrative Justice for
further necessary action.
All resolved complaints shall be marked as such and filed for future
reference.
Review: These procedures will be reviewed regularly and updated as deemed
necessary.
