Kakamega County Complaints Management Policy 2016

Abstract

The County Government of Kakamega provides a wide range of services to the public. In its commitment to the provision of quality service to customers, the Government regards complaints as an important avenue for accountability to the public and feedback. Complaints will provide valuable prompts for the County Government to review its performance and the conduct of staff that work within and hence improve its service delivery to the public. The County Government has put in place mechanisms to encourage the public and the staff to raise complaints where necessary in order to improve on its service delivery efforts. One of the approaches taken by the County Government to ensure that this is done, is the Development of this Complaints Management Policy to provide direction on how matters of public and staff complaints shall be handled in the County. The policy demonstrates the County Government's commitment to its clients and other stakeholders in providing the best possible service. It will help in establishing areas with shortcomings to enable taking of remedial action and eventually improve service delivery.