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How to complain about government
Different complaints about government go to different institutions. Use this guide to identify the right place to start and what information to keep.
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CitizenGuide.KE cannot investigate a public body, order compensation, reverse an official decision or act as your lawyer. We can help you identify the institution that may handle your complaint.
Choose the type of complaint
Poor service, delay or unfair treatment Start with the public institution involved. If the matter is not resolved, the Commission on Administrative Justice may be able to consider it.
Corruption or bribery Report suspected corruption to the Ethics and Anti-Corruption Commission (EACC).
Police misconduct Complaints about police conduct can be made to the Independent Policing Oversight Authority (IPOA).
Human rights violation The Kenya National Commission on Human Rights (KNCHR) receives complaints about alleged human rights violations.
Information refused by a public body Follow the access to information process. The Commission on Administrative Justice oversees and enforces the Access to Information Act.
Election complaint The correct route depends on whether the issue concerns voter registration, nomination, electoral conduct or a dispute after election results have been declared.
Start with the organisation involved
For many service complaints, start with the ministry, department, agency, commission or county government responsible for the service.
This is particularly useful for issues such as:
an application that has been delayed
a payment that has not been reflected
incorrect information given by an office
a document that has not been issued
a service that was not provided as expected
a decision you want the institution to explain or review
Use the institution's official complaints, customer care or review process where one exists.
Find a government institution（https://www.citizenguide.ke/contact-government）
What to include in a complaint
A clear complaint is easier for an institution to understand and investigate.
Where relevant, include:
your name and contact details
the institution or office involved
what happened
the date and location
application, receipt, case or reference numbers
the names or positions of officers involved, if known
copies of relevant documents or correspondence
what you have already done to resolve the matter
what outcome you are asking for
Keep copies of complaints, receipts, emails, letters and reference numbers. Do not hand over original documents unless an official process specifically requires them.
Poor administration or unfair treatment
The Commission on Administrative Justice (CAJ), also known as the Office of the Ombudsman, deals with maladministration in the public sector.
Its mandate includes complaints involving matters such as:
unreasonable delay
abuse of power
unfair treatment
manifest injustice
discourtesy by public officers
The Commission's mandate extends to national and county government administration.
Independent commissions are provided for under Chapter 15 — Commissions and independent offices（https://www.citizenguide.ke/constitution/chapter/15）.
Complain to the Commission on Administrative Justice (opens in a new tab)（https://www.ombudsman.go.ke/）
You can also read about constitutional commissions（https://www.citizenguide.ke/government/commissions）.
Access to information
Article 35 of the Constitution protects the right of access to information in the circumstances provided by the Constitution. The Access to Information Act, 2016 provides procedures for exercising that right.
The Commission on Administrative Justice oversees and enforces implementation of the Access to Information Act.
If a request has been refused, ignored or otherwise not handled in accordance with the applicable process, see:
How to request access to information（https://www.citizenguide.ke/access-to-information）
Corruption and bribery
Suspected corruption, bribery or economic crime can be reported to the Ethics and Anti-Corruption Commission (EACC).
EACC currently accepts reports through several channels, including in person, by telephone, in writing and through an anonymous reporting system.
Report corruption to EACC (opens in a new tab)（https://eacc.go.ke/en/default/report-corruption/）
Do not make an unofficial payment to someone who claims they can guarantee, accelerate or "unlock" a government service.
Read scams and fake websites（https://www.citizenguide.ke/scams） if the incident involves suspicious payments, impersonation or phishing.
Complaints about the police
The Independent Policing Oversight Authority (IPOA) provides independent civilian oversight of policing and receives complaints relating to police conduct within its mandate.