THE COMMISSION ON ADMINISTRATIVE JUSTICE

Office of the Ombudsman

Hata Mnyonge Ana Haki

Press Statement for Immediate Release
Ombudsman Challenges Public Institutions in Makueni to Establish Complaints
Handling Structures to Enhance Development
22 nd July 2014
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The Ombudsman has challenged public institutions in Makueni to establish and

strengthen complaints handling structures to enhance development and
alleviate suffering of the people.
Findings of a spot check by the Commission inMakuenirevealed a number of
public offices lack established complaints handling structures. These
includeMinistry of Lands, Housing and Urban Development, where only senior
staff who are hardly availableattend to the complaints. Additionally, the spot
checks established the District Education Office was closed during some of the
working hours, thus limiting access to services. At the Law Courts, the Magistrate
reported late at 9.30 am. The Ombudsman, Cmmr. OtiendeAmollo noted that
failure by public officers to keep time contributes to delays in service delivery. He
further noted the inverse relationship between poor service delivery and
development. You cannot talk of development if there is no proper service
delivery, he said.
Makueni Referral Hospital was applauded for efficiency in service delivery.At the
time the spot check was undertaken (before eight oclock), staff were already
attending to clients, and patients got services on time in line with the service
charter. It was also observed that the Hospital was very clean and tidy. Others
who got acclaim for efficiency are NHIF and NSSF.
The Commission undertakes spot checks to establish the level of efficiency in
delivery of services in public institutions. Further, the spot checks enables the
Commission to assess the efficiency of complaints handling structures, and
whether they exist or not. Other institutions visited are County Government
Offices, National Environment Management Authority andNational Registration
Bureau.

CmmrAmollo reminded residents of Makueni that efficient service delivery is their

right. He urgedthem to make use of the service charters in
demandingaccountability from public servants. He was speaking at a public
forum in Wote during the Makueni County visit by the Commission on 22 nd July
2014.
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Another issue that emerged from the county visit is physical inaccessibility by
persons with disability. Such offices include the NHIF, NSSF and the Governors
office.
The Ombudsman said theCommission was working with the county governments
including Makueni to acquire office space in order to establish county offices. He
projected the office would be employing about 20 lawyers to be sent to the
counties to serve people.
The Makueni forum is part of the county visits programmethe CAJ rolled out on
26 th September 2012 that has seen the Commission hold public forums inabout30
counties across the country. During the visits, the Commission undertakes to
among other things, create awareness, offer advisory services and receive
reports on maladministration.
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The county visits are aimed at enabling Kenyans to actively participate in

democratic and good governance in pursuit of social goods and services.
For
more
information,
contact
p.nadupoi@ombudsman.go.ke

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