About us
Service charter
The services the Commission offers, the standard you are entitled to, how long each takes and what it costs.
Citizens' service delivery charter
What you can expect
Fifteen services, what you need to obtain each, how long it takes and what it costs — every one of them free.
| Service | What you need | Timeline | Cost |
|---|---|---|---|
| Answering telephone calls | Incoming calls | Within 3 rings | Free |
| Attending to visitors | None | Within 3 minutes of arrival | Free |
| Responding to general correspondence | Incoming correspondence | 7 days from receipt of the correspondence | Free |
| Resolution of complaints on administrative justice | Complaint lodged on the web-based Complaints Management Information System (CMIS); contact details; supporting documents | 30–180 days | Free |
| Review of Access to Information (ATI) applications | Written request for review; contact details of the applicant; supporting documents | 30 days from receipt of the application | Free |
| Resolution of complaints on access to information | Written request for review; contact details of the applicant; supporting documents | 30 days from receipt of the complaint | Free |
| Investigations on administrative justice and violation of access to information | Written complaint; supporting documents; contact details | 90–180 days | Free |
| Approval of requests for disposal of records by public institutions | Written request; supporting documentation or equipment | 30 days | Free |
| Determination of appeals on administrative justice complaints | Appeal lodged after the decision; contact details; supporting documents | 30 days | Free |
| Training of Ministries, Departments, Agencies and County governments (MDACs) on administrative justice and access to information | Written request for training | Feedback within 7 days of receipt of the request | Free |
| Certification of MDACs on resolution of public complaints and implementation of citizens' service charters | Submission of quarterly reports | 45 days after the end of the financial year | Free |
| Processing of requests for information | Request for information | Within 21 days; information that concerns the life or liberty of a person within 48 hours, as the ATI Act, 2016 provides | Free |
| Registration of suppliers and updating of the suppliers register | Supplier profile; supporting documents; statutory certificates | Registration every two years; the register is updated (continuous registration) every 6 months | Free |
| Procurement of goods and services | Submission of bid documents and the relevant supporting documents | Open tenders and consultancy services: 14 days. Request for quotation, restricted tender and direct procurement: 7 days | Free |
| Payment to suppliers for goods, works and services | Invoice; delivery note, job card or fee note; relevant supporting documents | 30 days from delivery, acceptance and receipt of exchequer funding | Free |
Answering telephone calls
- What you need
- Incoming calls
- Timeline
- Within 3 rings
- Cost
- Free
Attending to visitors
- What you need
- None
- Timeline
- Within 3 minutes of arrival
- Cost
- Free
Responding to general correspondence
- What you need
- Incoming correspondence
- Timeline
- 7 days from receipt of the correspondence
- Cost
- Free
Resolution of complaints on administrative justice
- What you need
- Complaint lodged on the web-based Complaints Management Information System (CMIS); contact details; supporting documents
- Timeline
- 30–180 days
- Cost
- Free
Review of Access to Information (ATI) applications
- What you need
- Written request for review; contact details of the applicant; supporting documents
- Timeline
- 30 days from receipt of the application
- Cost
- Free
Resolution of complaints on access to information
- What you need
- Written request for review; contact details of the applicant; supporting documents
- Timeline
- 30 days from receipt of the complaint
- Cost
- Free
Investigations on administrative justice and violation of access to information
- What you need
- Written complaint; supporting documents; contact details
- Timeline
- 90–180 days
- Cost
- Free
Approval of requests for disposal of records by public institutions
- What you need
- Written request; supporting documentation or equipment
- Timeline
- 30 days
- Cost
- Free
Determination of appeals on administrative justice complaints
- What you need
- Appeal lodged after the decision; contact details; supporting documents
- Timeline
- 30 days
- Cost
- Free
Training of Ministries, Departments, Agencies and County governments (MDACs) on administrative justice and access to information
- What you need
- Written request for training
- Timeline
- Feedback within 7 days of receipt of the request
- Cost
- Free
Certification of MDACs on resolution of public complaints and implementation of citizens' service charters
- What you need
- Submission of quarterly reports
- Timeline
- 45 days after the end of the financial year
- Cost
- Free
Processing of requests for information
- What you need
- Request for information
- Timeline
- Within 21 days; information that concerns the life or liberty of a person within 48 hours, as the ATI Act, 2016 provides
- Cost
- Free
Registration of suppliers and updating of the suppliers register
- What you need
- Supplier profile; supporting documents; statutory certificates
- Timeline
- Registration every two years; the register is updated (continuous registration) every 6 months
- Cost
- Free
Procurement of goods and services
- What you need
- Submission of bid documents and the relevant supporting documents
- Timeline
- Open tenders and consultancy services: 14 days. Request for quotation, restricted tender and direct procurement: 7 days
- Cost
- Free
Payment to suppliers for goods, works and services
- What you need
- Invoice; delivery note, job card or fee note; relevant supporting documents
- Timeline
- 30 days from delivery, acceptance and receipt of exchequer funding
- Cost
- Free
We are committed to excellent service delivery
Not served to this standard?
Any service that falls short of these commitments should be reported to the Commission Secretary and Chief Executive Officer.
The Commission Secretary/Chief Executive Officer, Commission on Administrative Justice, 2nd Floor, West End Towers, Waiyaki Way, Nairobi · P.O. Box 20414-00200 Nairobi
If we fall short of the charter, tell us — the Commission takes complaints about its own service too.Contact us
About the Commission
Keep reading
- Our mandateWhat the Constitution and the CAJ Act ask of the Commission.
- HistoryFrom the 2011 Act to today — the Commission's milestones.
- Vision, mission & valuesWhere we are going, what we do, and the five values that guide us.
- Strategic objectivesWhat the current Strategic Plan commits the Commission to deliver.
- Org structureThe Commission, the secretariat and the five departments.
- LeadershipThe Commissioners and the secretariat who lead the work.