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 Commission investigates, on its own motion or upon complaint, any conduct in state affairs, or any act or omission in public administration in any sphere of government, that is alleged to be prejudicial or improper, or to result in any impropriety or prejudice.
The term “Ombudsman” is a gender-neutral, Swedish word that refers to an officer or office mandated to receive and redress complaints against public officers or entities. An Ombudsman is also a public officer.
In the Kenyan context, the Ombudsman handles an array of issues including the following:
Through this, the Commission administratively reviews official conduct and redresses administrative injustice.
The Office of the Ombudsman implements its mandate in line with the following principles.
Any person can lodge a complaint on their own behalf or on behalf of another person. Additionally, a complaint may be lodged by a Member of the National Assembly.
No. It is a criminal offense to obstruct, threaten or victimise a complainant or an officer of the Commission. Any person so doing is liable on conviction to a fine not exceeding Sh500,000 or to imprisonment for a term not exceeding two years or both.
Complaints can be made by:
If a complainant is unhappy with the outcome of the case, he/she can call the case officer to discuss his/her concerns. However, if unsatisfied with their explanation, the complainant can contact their supervisor with the possibility of escalating the matter to the Commission Chairperson.
Yes! If one wishes to complain about a specific officer, he/she should ask to speak with their supervisor. For more general complaints about the office, or matters relating to procedures or policies, fill the online complaint form available on www.ombudsman.go.ke, or send an email to email@example.com. The Commission pays close attention to all suggestions and complaints received about its services. Feedback may also be in form of compliments.