This archive report was first published on 9 July 2019.
On July 9, 2019, Nairobi MCAs tabled a motion to establish an office of County Ombudsman to receive and process complaints from residents.
The motion, fronted by nominated ward representative Mbugua Kabiro, aims to create an office that will give aggrieved city residents a chance to lodge complaints concerning cases of maladministration from officers working at the county.
According to Mr. Kabiro, the current lack of a clear appeal mechanism forces residents to lodge complaints with their ward representatives, leaving them without a clear avenue to be heard.
“Currently there is no one you can go to in case one is aggrieved with complainant forced to still go back to the person who aggrieved them. This is why this motion is important to cure that great omission,” said Mr. Kabiro.
He emphasized that effective complaints handling is crucial for quality service delivery, helping to identify weak areas, resolve issues quickly, and promote accountability.
The nominated MCA also raised concerns over increased cases of arbitrary arrests, harassment, and extortion of traders and other members of the public by City Inspectorate and Revenue Collection employees.
He urged the County Executive to develop a policy that provides for the establishment of the office of County Ombudsman to receive and process complaints, fostering a performance-oriented culture that seeks to revamp the process through which the County Government operates.
