Varsity Strengthens Complaint Resolution Capacity Through Training
The University of Nairobi has reaffirmed its commitment to responsive, accountable and people-centred service delivery by conducting a comprehensive training on complaints' resolution. The virtual training, held on Wednesday, July 1, 2026, brought together Heads of Department, Directors and senior administrators to strengthen institutional capacity in complaint handling, promote good governance and enhance compliance with statutory reporting requirements.
The training builds on the University’s Staff Sensitization on the Reviewed Corporate Citizen Service Delivery Charter, Customer Care and Data Protection held in June 2026, underscoring the institution’s continued efforts to embed a culture of excellence in administrative service delivery.
Speaking during the opening session, the Vice-Chancellor, Eng. Prof. Ayub N. Gitau, emphasized that administrative excellence is demonstrated through the quality of decisions made, professionalism in engaging stakeholders, and a commitment to fair, responsive and accountable service.
“As a public university, the University of Nairobi operates within an established governance framework defined by the Constitution, national legislation, public service principles and our own institutional policies. Every administrative decision must therefore meet the standards of fairness, timeliness, transparency and due process,” he said.
The Vice-Chancellor noted that the training comes at the beginning of a new financial year when the University renews its performance commitments and sharpens its focus on institutional priorities. He observed that complaint resolution remains a key indicator under the Government Performance Contracting framework, with quarterly reports submitted to the Commission on Administrative Justice (CAJ) serving not only as statutory compliance requirements but also as important measures of institutional responsiveness, accountability and service quality.
Prof. Gitau challenged participants to view complaints as opportunities for institutional improvement rather than administrative setbacks.
“Every complaint tells us something about the quality of our administration. It may point to delays, gaps in communication, inconsistent application of policy or weaknesses in our processes. Equally, every complaint that is resolved fairly, promptly and in accordance with established procedures strengthens confidence in the institution. The measure of an effective organization is not the absence of complaints; it is the ability to address them professionally, consistently and within the framework of the law,” he stated.
The Vice-Chancellor further underscored the critical role of Heads of Department in cultivating a culture of accountability across the University, noting that leadership at departmental level determines how effectively concerns are addressed through timely communication, proper documentation, sound judgement and strict adherence to due process. He also observed that operational excellence and institutional reputation depend as much on effective administrative systems as they do on excellence in teaching, research and innovation.
The training was facilitated by Ms. Roselyne Shihemi of the Directorate of Planning and Performance Management, who guided participants through the University’s complaint handling framework, legal obligations and best practices for effective complaints management.
She introduced participants to the fundamental concepts of complaints management, including the definition of a complaint as any oral, written or other communication made against a public institution or officer, and the importance of structured complaint handling mechanisms that enable organizations to receive, assess, investigate, resolve and respond to concerns raised by staff, students and other stakeholders.
Ms. Roselyne emphasized that an effective complaints handling mechanism seeks to resolve complaints fairly, promptly and consistently while protecting the rights of complainants, improving stakeholder satisfaction, identifying recurring service delivery challenges and promoting transparency, accountability and public trust.
Participants were also taken through the University’s seven-stage complaints handling process comprising acknowledgement, assessment, planning, investigation, response, review and addressing systemic issues. The process is designed to ensure that complaints are acknowledged promptly, investigated objectively, resolved within established timelines and used to strengthen institutional systems.
To support effective implementation, the training reviewed the complaints handling tools available across the University, including customer service delivery charters, complaints registers, complaints communication channels, complaints handling procedures and Public Complaints Committees established within faculties and administrative units. These structures facilitate the receipt, registration, investigation, monitoring and resolution of complaints while promoting mediation and alternative dispute resolution where appropriate.
The DVC, Human Resource and Administration, Prof. Leonidah Kerubo, reaffirmed the University’s commitment to ensuring that excellence is reflected not only in its teaching, research and innovation but also in the quality of its administration, noting that responsive, transparent and accountable leadership remains central to reinforcing the University of Nairobi’s position as Kenya’s premier institution of higher learning.
