Yes. Even if the position of a complainant is not upheld, the Ombudsman and the authority involved may examine the circumstances which led to the complaint. For instance, whereas the authority’s actions may have been correct, inquiries or investigations into the complaint(s) lodged may reveal the need, say, to provide more information about its policies to clients to avoid confusion.
The Ombudsman keeps records of complaints on different authorities and this helps in identifying patterns which may point to systemic problems, which if addressed will lead to changes in an authority’s policies or procedures and consequently, improved service. Therefore, stop lamenting and start complaining.
Yes. There are number of differences as stipulated below.
Complaints can be made by:
i. Visiting of the Commission offices (Nairobi, Mombasa, Kisumu, Isiolo and Eldoret) in person;
ii. Calling toll free number, 0800221349 or the official line, 020 70000;
iii. Texting short code number, 15700 (Safaricom Subscribers);
iv. Writing a letter through P. O. Box 20414, 00200, Nairobi;
v. Sending an email to firstname.lastname@example.org;
vi. Visiting any of the following Huduma Centres: Kakamega, Nyeri, Embu, Kajiado, Nakuru, Eldoret, Kisii, Mombasa, Bungoma, Kisumu and Nairobi (Teleposta Towers);
vii. Filling an online complaint form on our website (www.ombudsman.go.ke); or
viii. Visiting any of the following offices: Ethics and Anti-Corruption Commission Office in Nyeri, Kenya National Commission on Human Rights Offices in Wajir and Kitale, and National Anti-Corruption Campaign Steering Committee Office in West Pokot (Sebit). This happens under a partnership that allows oversight institution to refer complaints through an online platform.