Commission on Administrative Justice Develops App for Public Complaint Filing
Nairobi – The Commission on Administrative Justice (CAJ) is currently developing an application designed to simplify the process of filing complaints against unsatisfactory public sector services. This initiative, part of a broader effort to enhance the complaints management system, will enable citizens to report their grievances directly from home.
According to Kenya News Agency, who spoke at the Fourth Huduma Ombudsman Award ceremony held at the Kenyatta International Convention Centre (KICC), this project is a collaboration with the Ministry of Public Service. The new platform, named PASHA Ombudsman, will be operated by the Commission and aims to foster a more efficient and responsive culture within public services. Since its inception in 2011, the Commission has resolved over 920,000 complaints, marking significant progress in addressing public concerns.
Kajuju highlighted the Commission’s role in restructuring government complaint-handling mechanisms across various Ministries, Departments, Agencies, and County Governments (MDACs). This has been achieved through capacity-building seminars aimed at public officers and institutions. The Wajibika initiative, she added, will hold these entities accountable to the public.
The Commission Chair also underscored the Office of the Ombudsman’s commitment to promoting good governance, the rule of law, and accountability in public affairs. She cited a recent case where a patient needing overseas surgery was granted a passport, but the donor was denied, exemplifying the types of issues the Commission addresses.
Mercy Wambua, the Commission Secretary and Chief Executive Officer, reiterated the commitment to administrative justice, guided by the principle ‘Hata anyone ana haki.’ Analysis of past complaints revealed that the majority concerned delays in services (22.6%), unlawful official conduct (18%), inefficiency (12.5%), unfair treatment (11.3%), and abuse of power (10.6%). Other complaints included incompetence, ineptitude, manifest injustice, discourtesy, and unresponsiveness, accounting for 25% of the total grievances.
The ceremony also honored several individuals and institutions for their exemplary service. The Kenya Revenue Authority, Huduma Kenya, and the National Council for Law Reporting received top honors in institutional categories. Individual awards included the Ombudsman Valor Award, which was presented to Corporal Julius Karanja Irungu for his bravery during an IED terror attack in Wajir, and Precious Dama Randu, Assistant County Commissioner of Matsangoni division in Kilifi North Sub-County, for outstanding public service delivery.