Vision Statement
To substantively enhance Kenyatta University customer service experience by coordinating effective handling, efficient resolution and management of complaints in conformity with the University quality management standards

Mission Statement
To resolve successfully and on a daily basis all complaints(concerns and conflicts) among students, staff and University stakeholders and community

Our Values

• Efficiency
• Neutrality
• Confidentiality
• Integrity
• Independence
• Informality

Strategic Objectives
The office Strategic and Vision plan is in line with the 2016-2026 University Strategic plan. The following are the strategic objectives of the office:

• To maintain and improve the current complaint handling and management infrastructure
• To effectively handle customer complaints and give feedback to all complainants in the University
• To proactively and efficiently coordinate management of customer complaint
• To effectively coordinate resolution by use of corrective and preventive mechanisms in the University
• To coordinate resolution of complaints received and submitting quarterly report in the prescribed format as guided by CAJ.
• To organize awareness, capacity development and training on managing complaints handling system and implementation of service delivery charter for all customers (students, staff, and heads of department and process owners).