Fresh concerns have emerged over the management of the eLearning programme at the The Co-operative University of Kenya, with students accusing the institution of introducing costly examination requirements without consultation, failing to resolve missing academic records and subjecting learners to poor customer service.
The complaints place the spotlight on the university's leadership headed by Vice-Chancellor Prof. Kamau Ngamau, whose office is ultimately responsible for the institution's academic and administrative operations. The university operates under the oversight of the Ministry of Education through the State Department for Higher Education and Research, currently headed by Principal Secretary Dr. Beatrice Inyangala. Public universities are also expected to comply with quality assurance standards overseen by the Commission for University Education.
Students enrolled under the university's Institute of Open, Distance and eLearning (iodeL) programme say the flexibility that attracted them to online learning has gradually been replaced by frustration, uncertainty and what they describe as a lack of accountability. Many are working professionals who juggle employment, family responsibilities and tuition payments in pursuit of higher education, yet they claim they are being met with indifference whenever they seek assistance.
The latest controversy stems from the alleged introduction of new online examination requirements requiring students to have two smartphones, a laptop and a tripod stand before being allowed to sit examinations. According to the students, the directive was introduced without meaningful consultation or adequate notice, forcing many to incur unexpected costs despite already struggling to pay tuition fees.
Beyond the examination requirements, students say recurring system failures have left some with missing marks long after completing their assessments. They claim repeated attempts to seek clarification have often been met with dismissive responses from university staff instead of practical solutions, leaving some uncertain about graduation timelines and academic progression.
The allegations raise broader questions about governance within public universities and whether institutions are adequately engaging students before implementing significant policy changes. As the accounting officer of the university, Prof. Kamau Ngamau is expected to ensure effective service delivery, transparent communication and efficient administration of academic programmes. Likewise, the State Department for Higher Education and Research has a mandate to oversee policy implementation and standards across Kenya's public universities, while the Commission for University Education is responsible for safeguarding the quality of university education.
The affected students are now calling on the university leadership and the Ministry of Education to intervene before the situation escalates further.
Below is the complaint received from one of the affected students.
Hello Cyprian, please hide my ID.
I am an eLearning student at The Co-operative University of Kenya. I am writing to formally highlight the serious challenges and unfair treatment that many students, especially in the iodeL program, are currently facing.
Despite being employed and already struggling to clear school fees, we continue to receive poor service from university staff. Many staff members are rude and unhelpful when students seek assistance. We have raised these concerns with the management several times, but no meaningful action has been taken.
Recently, the university introduced new examination requirements without any consultation with students. Students must now have two phones, a tripod stand, and a laptop to sit for exams. This sudden directive has caused great hardship for many of us who were never informed or involved in the decision-making process.
Additionally, the university system has persistent problems. Many students have missing marks, yet when we inquire, we are dismissed as "ignorant" or "making noise." This has caused unnecessary stress and is affecting our academic progress.
We respectfully request that the management:
Reviews and communicates the new exam requirements clearly, considering the economic realities of working students.
Addresses the recurring issue of missing marks urgently. Improves staff conduct and customer service towards students.
Establishes better communication and consultation channels with students before introducing major policy changes.
We are committed to our studies but need fair treatment and support from the institution. We hope this matter will be addressed promptly.