South Eastern Kenya university has established the public complaints unit whose core function is ensuring timely and efficient resolution of complaints that may emanate from the various service point within the institution. The Resolution of complaints committee laisses with the different departments in the university to ensure that any complaints that may arise are resolved in a timely and efficient manner and to the satisfaction of all the parties involved. The committee is under the chairmanship of the Deputy Vice chancellor-AHRM and its membership is drawn from the different departments and sections of the university. In this regard the university has established the resolution of public complaints unit whose objectives are, among others:
- Establishment of complaints handling and management infrastructure within the university,
- Conducting capacity building for complaints handling officers and staff,
- Creation of awareness on the existence of complaints handling system, and
- Resolution of complaints received and submitting quarterly report to the CAJ on the nature, number and actions taken.
In discharging it mandate the unit follows guideline as indicated by the Commission on Administrative Justice (CAJ) which was a successor to the Kenya National Human Rights and Equality Commission (KNHREC). The commission is mandated to enforce administrative justice in the public sector by addressing maladministration through effective complaints handling and
alternative dispute resolution, promoting good governance and efficient public service delivery by enforcing the right to fair administrative action and by investigating abuse of power. The commission performs an oversight role across the public sector as a check on processes, systems and procedures involved in service delivery. It plays a critical role in the process of implementing performance contract in the public service by monitoring an indicator, resolution of public complaints.
Towards the achievement of its goals, the unit has initiated vibrant social media campaigns across the various social media platforms (Twitter and Face Book) aimed at creating awareness. The current Coordinator of the Resolution of public complaints unit is Dr. Kenneth Mburu, Lecturer at the department of Life sciences, school of Science and computing.
We are pleased to inform you that in case of any complaints, they may be channeled through complaints registers located at the various service points within the university or directly through email This email address is being protected from spambots. You need JavaScript enabled to view it..
HATA MNYONGE ANA HAKI