Kenyatta University Procedure for Handling Complaints (http://www.ku.ac.ke/complaints/images/Complaints%20Handling%20Procedure%20Flowchart.pdf) provides for three stages of resolution of customer complaints:

a)      Informal Resolution with the staff concerned where the complainant is advised to approach the staff concerned for resolution. This can be done either in person, by phone, by email, or in writing. The staff concerned should provide feedback to the complainant within 5 working days

 

b)      Informal Resolution with the concerned department, if the complainant is not satisfied with the outcome of resolution with the staff concerned, they are advised to raise the issue with the relevant head for resolution. This can be done either in person, by phone, by email, or in writing. The relevant head should provide feedback to the complainant within 5 working days

 

c)      The formal resolution, if the complaint is not resolved during the informal stage or the complainant is not satisfied with the outcome of the informal resolution, the Complainant may consider lodging a formal complaint with the University Public Complaints Office by submitting a duly filled "Customer Complaints Form" (http://www.ku.ac.ke/complaints/images/CustomerComplaintForm.docx). The University Complaints Office will communicate the resolution status within 30 working days from the time the complaint was lodged

"THE UNIVERSITY IS COMMITTED TO COURTESY AND EXCELLENCE IN SERVICE DELIVERY"

 

Thank You.

PROF. FATUMA CHEGE

DEPUTY VICE-CHANCELLOR (ADMINISTRATION)


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Office of the Deputy Vice-Chancellor (Administration)
Kenyatta University
Main Campus, Thika Road
P.O. Box 43844 - 00100
Nairobi

Tel +254 772 296 795

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Disclaimer: This e-mail and attachments  are confidential and may be privileged and protected from discovery or disclosure. If you are not the intended recipient, be aware that any disclosure, copying, dissemination or use of this e-mail or any attachments  is prohibited. If you have received this e-mail in error, please notify the sender immediately and erase all copies of the message and its attachments. Any views expressed are those of the individual sender(s) and may not necessarily reflect the views of the Kenyatta University.