Republic of Kenya · An independent Constitutional Commission
Complaint Center·Complaints, Investigation and Legal Services (CLIS)
The Office of the Ombudsman takes up complaints against any State organ, public officer or public body in Kenya — free of charge, from filing to remedy.
How a complaint is handled
Every complaint follows the same path, with the same clocks. Select a step to see what happens, who acts and what is issued.
Step 1 of 1101
Online, by SMS, by phone, by letter or at any of our offices and Huduma Centre desks.
Tell us what happened, which public body was involved and what you want put right. Every complaint gets its reference the moment it is received — keep it; it is how you follow your complaint. You can also file anonymously.
What is issued
Step 2 of 1102
Your complaint joins the allocation queue and is assigned to a complaints officer.
Complaints are shared out by the Commission according to region and each officer's workload. From here one named officer carries your complaint.
Step 3 of 1103
Is it within our mandate? What kind of service failure is it? Has it been filed before?
The officer checks the complaint against the Commission's mandate, classifies it by service issue and checks for duplicates. A complaint is never simply turned away: if we cannot take it up, we tell you why in writing.
It can end here
Advised · Referred
Advised
Outside our mandate but we can point you in the right direction — you receive written advice with reasons.
Referred
Another body is better placed to act — we send it there and copy you, and follow it up.
Step 4 of 1104
Your complaint is registered and you are told what happens next.
Once screening accepts it, the complaint is registered and the Commission writes to acknowledge it, confirming the reference and the next steps.
What is issued
Step 5 of 1105
The Commission writes to the body's accounting officer and asks for a response.
The letter sets out your complaint and the remedy you want, and requires the accounting officer to respond. It is signed by your officer for the Commission Secretary/CEO, and you are copied.
What is issued
Step 6 of 1106
No answer? A first reminder follows.
If the body has not answered, the Commission reminds it, encloses the inquiry again and gives it a further seven days.
What is issued
Step 7 of 1107
The Commission Secretary warns that summons will follow.
Still no answer: the final reminder goes out over the Commission Secretary/CEO's own hand, with seven more days and a warning that the accounting officer will be summoned.
What is issued
Step 8 of 1108
The path splits on whether the public body has responded.
Either way the complaint moves on. Silence does not stop it: it opens a second, separate track about the accounting officer's personal accountability.
The path splits
A response arrives · Silence
A response arrives
We share the body's response with you for your rejoinder. If you are satisfied the complaint can be resolved; if you dispute it, the Commission takes it further.
30 days for your rejoinder* Default timeline — to be confirmedSilence
The accounting officer is required to show cause why their name should not enter the Register of Malfeasant Public Officers, and may be summoned to appear before the Commission.
21 days to show causeStep 9 of 1109
Before any adverse finding, the body gets a last chance to answer.
Where the Commission intends to find the body at fault, it first sets out those findings under section 36 of the CAJ Act and gives the body seven days to make representations. Silence lets the determination issue without further reference.
Step 10 of 1110
The Commission decides — with reasons and the remedial action required.
The determination sets out your complaint, the action taken, the issues, the Commission's findings and what the public body must do. It is due within six months of lodging and communicated to you within fourteen days of issue.
What is issued
Step 11 of 1111
You are told how the matter ended and what you can do next.
Closure is approved by a supervisor, never by the officer alone, and you receive the reasons. If you disagree with the closure you can appeal, and your complaint is looked at again by a different officer.
What is issued
* Default timeline, still to be confirmed by the Commission.
Tell us what happened and which public body was involved. It is free, and you get a reference straight away.
See which step your complaint has reached with the reference you were given.
Report without giving your name. We talk to you through an anonymous inbox that only your reference opens.
What we can look into
The Commission classifies every complaint under the service issues it investigates. You do not need to choose one — your officer does that — but they show what counts as maladministration.
Misuse of authority by a public officer that negatively impacts others which includes inducing them to commit an improper act
An act, omission or decision of a public entity that is wrongful or unjust
The failure by any public entity to act within reasonable time, in keeping with the set standard practices for such a public entity.
An act in the conduct of public duties which is either rude, impolite or inconsiderate of practices, values, norms and customs in public administration.
Inability by a public officer to perform an act, function or duty according to the set standards or lack of the requisite qualification to hold a certain position. It may include ineptitude.
The inability of a public entity to perform the duties or provide services with reasonable resources to the expectation and satisfaction of the public. It includes wastefulness, negligence, disorganization and red tape.
An act or omission or decision made by a public entity in the exercise of its power, functions and duties that is unfair in a direct, obvious and observable manner
A transgression by a public officer of ethical practices in the course of his duties.
An act or decision of a public officer that involves the excessive use of power or authority to intimidate or subject someone to cruel, malicious, inhuman, burdensome unjust or unreasonable treatment.
An act or omission in the course of public duty which is biased, harmful and/or causes injury.
An act or omission in the conduct of public duty which is not conforming to approved standards of justice, equity, equality, honesty and ethics. It includes unfair official conduct.
An act or omission by a public officer that is inconsistent with legislation.
In the field
A team from the Commission, led by the Commission Secretary/CEO, Ms Naisiae Tobiko, presents gifts to the Officer in Charge, Lang'ata Women's Prison, during a prison visit for a legal aid clinic.
Find an office or a Huduma Centre deskPhotograph: Commission on Administrative Justice
Who can I complain about?
Ministries, departments and agencies, county governments, State corporations, constitutional commissions and their officers. We cannot take up matters already before a court or tribunal, or disputes between private individuals — for those, we point you to the right body.
Directory of other complaint bodiesOther ways to reach us
Guides
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