FUNCTIONS OF THE PUBLIC COMPLAINTS OFFICE

The Office has fully operationalized and implemented the University Quality Management System standards and requirements aimed at effectively and efficiently handling and managing customer complaints in the University. The Corrective and Preventive Action (CAPA) mechanism assists the office to identify, asses and analyse root cause and further institute Corrective and Preventive measures on the non-conformities identified in the concerns or complaints lodged.

The Public Complaints Office reports to CAJ quarterly as part of process of implementing performance indicator in the performance contract targets set for public service institutions. The Office does by monitoring and evaluating performance indicators (PI) in its quality procedures which ultimately built in the indicator, resolution of public complaints, and sends quarterly performance reports to the CAJ. In turn, the Commission issues a certificate to public institutions (KU) that have complied fully with its requirement to address public complaints.

Below is the summary of the evaluated performance of the University since 2014/2015 as evaluated by CAJ: