Masinde Muliro University of Science and Technology’s seventeen (17) members of the Internal Complaints Committee (ICC), under the Office of the Ombudsman, have undergone training on Effective Complaints Management and the Access to Information Act, 2016. The one-day training, which took place on Tuesday, 25th March, 2025, was facilitated by officials from the Commission on Administrative Justice-CAJ (Office of the Ombudsman), led by the Senior Legal Officer-Kisumu Regional Office, Ms. Amelia Otono.
The Coordinator-MMUST Ombudsman Office, Rev. Prof. Judith Achoka, gives her remarks during the training.
The MMUST Ombudsman, Rev. Prof. Judith Achoka, while giving an overview of the complaints management at the University, pointed out that there is a need to create awareness about her office, not only to staff and students, but also to the community. “Complaints contain valuable information about an organization, and therefore, customers should know that there is an office in this University where they can channel their dissatisfaction effectively,” said Rev. Prof. Achoka, adding that the MMUST Ombudsman Office strives to be as just as possible when resolving issues.
The Officer in charge/Senior Legal Officer- CAJ Kisumu Regional Office, Ms. Amelia Otono, makes a presentation at the event.
“In every organization, complaints are diverse and inevitable. Anyone receiving or seeking a service from the organization, including where appropriate, anyone authorized by those unable to lodge the complaints themselves, has the right to complain,” stated Ms. Otono. She further emphasized the need for a robust complaints handling system, saying that it provides a straightforward means for customers to make a complaint to the organization. She added, “a holistic view of an effective complaints handling system starts right from the Management, staff to the public or customers.” The other facilitators were Lillian Mbilo (Legal Officer CAJ- Kisumu Regional Office) and Linda Isigi (Intern at CAJ desk-Kakamega Huduma Center).
A section of the participants at the training follows keenly.
Indeed, this training will enable the MMUST Internal Complaints Committee to handle complaints effectively, hence increasing customer loyalty as well as improving the overall reputation of the institution.
Photos by Caren Nekesa
