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Performance Contracting Center

Reporting on complaints handling and service delivery

The Commission on Administrative Justice (Office of the Ombudsman) supports public institutions to strengthen complaints handling, access to information and service delivery.Public institutions covered by the Performance Contracting Framework report to the Commission on their performance in the Resolution of Public Complaints (ROPC) and implementation of the Citizens' Service Delivery Charter (CSDC).

Download current frameworkSubmit your report

This page provides the current reporting framework, reporting calendar, requirements, assessment criteria, templates and submission information.

01Current framework

Current reporting framework

The current framework for FY 2026/2027 is the 23rd Cycle National Performance Contracting Guidelines (16th Edition). The framework sets out the indicators, reporting requirements, evidence, assessment criteria and templates applicable to institutions reporting to the Commission.

16th edition

Financial year 2026/2027

CoversROPCCSDC

Fill in your report in the Word version; the PDF is the reference copy.

Download PDFDownload Word

02Why you report to us

Two key indicators assessed by the Commission

Performance contracting provides a framework for public institutions to set, monitor and demonstrate performance against agreed targets. The Commission assesses institutional performance in two key areas:

  • ROPC

    Resolution of Public Complaints

    How effectively an institution receives, records, processes and resolves complaints from members of the public, including complaints referred by the Commission.

    Institutions are expected to have:

    • An effective complaints-handling mechanism
    • A complaints register and reliable records
    • Clear internal procedures for handling complaints
    • Timely resolution of complaints
    • Appropriate action on complaints referred by the Commission
    • Systems for monitoring and improving complaints handling
  • CSDC

    Citizens' Service Delivery Charter

    Added in the 16th edition

    How effectively an institution communicates and implements the standards that members of the public can expect when accessing its services.

    The Charter should clearly set out:

    • Services provided
    • Service standards
    • Processing timelines
    • Applicable costs and charges
    • Requirements and procedures
    • Complaints and redress mechanisms

    Institutions should ensure that the Charter is current, accessible and implemented in practice.

The Chairperson and the Commission Secretary seated in a garden with representatives of ministries, departments and agencies.
The Commission at work

03 — Who must report?

Public institutions covered by the framework

Public institutions subject to the Performance Contracting Framework are required to report to the Commission on the applicable indicators relating to complaints handling and service delivery.

Institutions should ensure that designated officers responsible for complaints handling, Access to Information and service delivery have the necessary capacity, systems and records to support accurate reporting.

The Commission Chairperson, Mr Charles Dulo, and the Commission Secretary/CEO, Ms Naisiae Tobiko, with representatives of ministries, departments and agencies during a high-level engagement on access to information and complaints handling.

Photograph: Commission on Administrative Justice

04How to report

A year of reporting in four steps

  1. Read the framework

    Review the current framework carefully. It sets out the indicators, reporting requirements, evidence expected by the Commission, and the applicable reporting templates.

  2. Keep your records throughout the year

    Maintain accurate and up-to-date complaints and information-request records throughout the reporting period.

    Keep the Citizens' Service Delivery Charter current and retain evidence demonstrating implementation of the published service standards.

  3. Report each quarter

    Complete the prescribed reporting templates for each quarter and submit the report in PDF format within 15 calendar days after the end of the quarter.

  4. Receive feedback

    The Commission assesses submitted reports and provides feedback within 45 days of the reporting deadline.

    The assessment and feedback are intended to support accountability, compliance, and continuous improvement in public service delivery.

05Reporting calendar

FY 2026/2027

  1. Quarter 1

    Reporting period

    1 July – 30 September 2026

    Report due

    15 October 2026

  2. Quarter 2

    Current quarter

    Reporting period

    1 October – 31 December 2026

    Report due

    15 January 2027

  3. Quarter 3

    Reporting period

    1 January – 31 March 2027

    Report due

    15 April 2027

  4. Quarter 4

    Reporting period

    1 April – 30 June 2027

    Report due

    15 July 2027

Reporting rule: each quarterly report is due 15 calendar days after the end of the quarter, in accordance with the applicable framework.

06Reporting rules

What the framework requires

  • PDF submission by email

    Quarterly reports should be completed using the prescribed templates and submitted in PDF format to the Commission's dedicated Performance Contracting reporting mailbox.

    Email: certificationpc@ombudsman.go.ke

  • Late submissions

    Late submissions may attract a deduction of up to 15% pro rata.

    Reports submitted more than 15 calendar days after the reporting deadline are deemed inadmissible, subject to the applicable framework.

  • Incorrect format

    Reports submitted in an incorrect format may attract the applicable penalty provided under the framework.

  • CSDC submission

    A copy of the institution's Citizens' Service Delivery Charter should be submitted with the Quarter 1 report and subsequently whenever the Charter is revised.

  • Feedback

    The Commission provides feedback on submitted quarterly reports within 45 days of the reporting deadline.

07How performance is assessed

Assessment areas and their weights

ROPC

Resolution of Public Complaints

The ROPC assessment comprises:

Assessment areaWeight
Complaints received and processed — Tables 1A & 1B70%
Requests for information received and processed — Tables 2A & 2B30%

Institutions should also provide the required information on ongoing complaints and the applicable statistical summaries in the prescribed reporting templates.

CSDC

Citizens' Service Delivery Charter

The CSDC assessment includes:

Assessment areaWeight
Completeness of the compliance report15%
Institutional compliance rate with Charter standards40%
Variance explanations and corrective/preventive actions5%

Note: the applicable framework should be consulted for the complete scoring structure and sub-indicators.

08Compliance and certification

Promoting accountability

The Commission uses the Performance Contracting process to promote timely reporting, effective complaints handling and continuous improvement in public service delivery.

Failure to comply with applicable reporting requirements may affect an institution's assessment and Compliance Certificate.

Persistent non-compliance may result in further action in accordance with the law and applicable government procedures.

The Commission may also take appropriate action where an institution:

  • Fails to respond to Commission enquiries
  • Fails to implement recommendations
  • Fails to comply with reporting requirements
  • Fails to honour summons or other lawful requirements
  • Submits false or misleading information

09Appeals

Requesting a review

An institution that is dissatisfied with a quarterly assessment or a decision relating to its Compliance Certificate may appeal in writing to the Commission Secretary/CEO, in accordance with the applicable framework.

An appeal should:

  1. Be submitted within 15 calendar days of receiving the relevant feedback or notification
  2. State the grounds of appeal
  3. Include relevant supporting evidence

The Commission will communicate its decision within the applicable period provided in the framework.

10Performance contracting resources

Frameworks, templates and guides

Access the documents you need to understand, prepare and submit your Performance Contracting reports.

View all resources

Featured resource

23rd Cycle National Performance Contracting Guidelines — FY 2026/2027 (16th Edition)

The framework contains the applicable reporting requirements, assessment criteria and mandatory reporting templates.

Download current framework

Other resources

Guides

Read before you start

11Submit your report

Send your quarterly report to the Commission

  • Email your report

    Complete the prescribed reporting templates and submit the final report in PDF format.

    certificationpc@ombudsman.go.ke

  • Questions about reporting?

    For clarification on the reporting framework, indicators, templates or submission requirements, write to the Commission.

    certificationpc@ombudsman.go.ke