• THE GRIEVANCE REDRESS MECHANISM (GRM) PROCESS

Contact:      0707761656

Email:           complaints@bungoma.go.ke

Website:      https://www.bungoma.go.ke

The following procedures will be followed in channeling complaints.

1. Receipt of complaint

It involves receiving and registering complaints. Every complaint will be assigned a serial number, recorded in the Complaints and acknowledge receipt in writing within 48 hours.

1. Recording, assessment and classification of complaints

The contact information of the person raising the complaint will be recorded. The nature of the complaint will be assessed to ascertain the MDA mandated to handle the concern.

• Refer to concerned institutional department for inquiry/

evaluation/investigation

• The complainant will be notified of the office to which the concern had been referred/ assigned.
• An inquiry into the claims shall be made and the complaint resolved; or
• Explore the ADR mechanisms (Arbitration, Mediation, Adjudication, Conciliation, and Negotiation) to address complaints.
• Complex complaints will be investigated within 14 days

1. Administration action.

It ensures all the concerns raised are addressed conclusively and also

requests for additional information where there is no satisfactory

information.

1. Response to the complainant on action taken

A written response will be prepared to the complainant within 30 days. The dissatisfied complainant shall be referred to the relevant Agencies

1. Review of status of complaints by CGRMC

To ensure correct actions are taken on complaints, status of previous cases, follow up on any customer service concerns and consider if there are systemic issues.

FLOW CHART OF THE COMPLAINTS PROCEDURE

 complaints form