South Eastern Kenya university has established the Resolution of Public Complaints Unit (RPCU) whose core function is to ensure timely and efficient resolution of complaints that may arise from the various service point within the institution. The Resolution of Complaints Committee liaises with the different departments in the university to ensure that complaints are resolved to the satisfaction of all the parties involved. The committee is under the chairmanship of the Deputy Vice Chancellor-Corporate Services and its membership is drawn from the different departments and sections of the university. The objectives of the RPCU are, among others:
- Establishment of the 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 its mandate, the unit follows guideline provided by the Commission on Administrative Justice (CAJ), which is 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 handling of complaints 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 through 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 the resolution of public complaints.
Towards the achievement of its goals, the RPCU has initiated vibrant social media campaigns across the various social media platforms (X and Facebook) aimed at creating awareness. The current Coordinator of the Resolution of public complaints unit is Dr. Moses Wambulwa, Lecturer at the department of Life sciences, school of Science and computing.
We are pleased to inform you that any complaints may be channelled through complaints registers located at the various service points within the university or directly through the Unit email This email address is being protected from spambots. You need JavaScript enabled to view it..
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