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The KDIC Complaints Handling Committee is joined by the CAJ team led by Vice Chair Washington Sati, for a group photo following their training in Naivasha.

KDIC Team Out to Better Service After Training


Expect better service and prompt resolution of your complaints. This is the Kenya Deposit Insurance Corporation’s message to the public following a week-long training of its staff committee on Complaints Handling. 
During the training that was facilitated by the Commission on Administrative Justice (CAJ), the team was sensitized on effective management of public complaints and Access to Information Act, 2016, a critical area of focus for all public entities. Specifically, the training focused on alternative dispute resolution mechanisms, promoting servant leadership within the Corporation, obligations of public entities and the processes to facilitate access to information. Further, committee members were also trained on how to strengthen management of complaints, as well as how to strengthen customer touch points at KDIC.


Addressing the team during the closing ceremony, CAJ’s Vice Chair Mr. Washington Sati pointed out that through continuous training, public officers were now able to fulfil expectations of effective and efficient public services. He added: “To realize its mandate of enforcing administrative justice and oversight of implementation of access to information, the Commission is keen to collaborate with public entities to improve levels of responsiveness”.
On his part the committee’s chairman Mogeni Ong’era who spoke shortly before inviting Sati, underscored the team’s commitment towards resolution of public complaints. While acknowledging the importance of the training, Mogeni observed that: “Our expectations have been met and we undertake to implement the complaints handling system and Access to Information Act in compliance with all its requirements. I assure you that the fruits of this training will be reflected on future reporting”. 


 

Stella Gati, committee member, said: “I am now more enlightened as a public officer. I didn’t know how much we owe to the public. We must now seek to deliberately address our real or perceived inequities as we serve the public”.
Fardosa Hassan who echoed Stella’s sentiments was of the view that public complaints can only strengthen an organization. “Complaints should not be viewed in a negative angle but can be useful as a basis of continual improvement in an organization. Its intriguing to learn that handling complaints influences policies and decisions made by KDIC. The Corporation develops trend analysis based on the complaints received from the members of the public. This will in turn influence the positive changes in policies”, she concluded.

 
The committee that comprises 10 members is charged with various responsibilities key among them being the promotion and sensitization of staff and other stakeholders on complaints handling; receiving, processing and overseeing the resolution of complaints; monitoring the trends of complaints and recommending remedial action and coordinating complaints handling activities within the organization. The committee is also expected to ensure there is proactive disclosure of information to the public in line with Access to Information Act, 2016. 


Further the committee is also expected to ensure the integration of complaints handling in the organization as well as overseeing compliance with CAJ guidelines on resolution of public complaints as may be issued from time to time.