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Complaints Handling Procedure

Egerton University has established infrastructure for  handling complaints from staff, students and the general public in line with the guidelines by the Commission on Administrative Justice (CAJ).  While general complaints on service delivery are made and resolved at the specific service points, the official designated complaints office is Integrity Promotion Office (IPO).  This Office is the link between the University and CAJ and is mandated to handle complaints on:-

  • Maladministration (Improper public administration) – service failure, delay, inaction, inefficiency, ineptitude, discourtesy, incompetence, and unresponsiveness in public offices.
  • Administrative Injustice
  • Action which is in non-compliance with expeditious, efficient, reasonable and procedurally fair action, and an entitlement to written reasons for such action.
  • Misconduct and Integrity Issues
  • Improper conduct, abuse of power and misbehavior in public service.


Complaints Channels

Complaints may be lodged to this office in the following manner:

  • In person - by visiting IPO
  • By Letter
  • By e-mail
  • Through post mail
  • By telephone
  • Through the Green reporting boxes located in strategic locations in the University.


Complaints Handling Procedure

  • Complaints are received, recorded and acknowledged. NB: While it may not be possible to acknowledge anonymous complaint, they are treated like any other complaints.
  • They are assessed and where necessary channeled to the relevant office by letter for resolution.

Within 21 days.

  • A report on the resolution is made to IPO, and where resolution is not possible within the stipulated timeliness, reasons for the same given.
  • Feedback is given to the complainant.
  • Quarterly reports on all complaints received and made to the University’s Corruption Prevention Committee (Chaired by the Vice-Chancellor) and to CAJ. The reports contain details of the complaint including action taken, root cause and corrective action.


Integrity Promotion Office Location and Contacts

Physical Location: Utafiti Building – (Opposite Sports Pavilion) 3rd Floor, Room 330/331


Mobile Numbers: 0702-200015/16

Intercom:  Ext.3414/3415


NB: All  reported cases are handled in uttermost confidence and attended to indiscriminately. 

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