Stakeholder’s communication and effective complaints management play a pivotal role in enhancing improved customer service delivery. Through effective complaints resolution, an organization is able to achieve customer satisfaction.
To achieve this, from 28th to 29th November, the Agency’s Public Complaints Resolution Committee led by it’s Chairperson CS Elizabeth K Ngala attended a training exercise on effective complaints management and Access to information Act 2016 at Best Western Hotel- Kisumu.
The objective of the training was to enable the committee acquire knowledge on Administrative Action, Fair Administrative Action Process, the Legal Framework, how to appreciate the need for public participation in decisions affecting the public, the Remedies available, concepts related to Access to information, principles of Access to information and the benefits of Access to information.
The exercise facilitated by the Commission on Administrative Justice ” Ombudsman” was aimed at enabling the agency to acquire expertise on how to achieve a key component of its objective: Strengthening institutional capacity by instituting good governance practices.
The public complaints resolution committee and CAJ Officials pose for a photo: CS Elizabeth K Ngala, Mr. Tom Musungu, Mrs., Mr. Dennis Nyongesa, Mrs., Mr. Frank Owen, Mrs. Judy Wamalwa.
