• 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 and continuously updating the register on remedial action taken. Complain receipt acknowledge will be done in writing, within 48 hours.

2. Recording, assessment and classification of complaints

The record of complaint will document contact information of the person  

or

 organization making the complaint, issue raised by complaint, The complaint shall be assessed to confirm that it is within the mandate of the FLLoCA framework. The same shall be referred to the appropriate department and the complainant notified subsequently.

3. Refer to concerned institutional department for inquiry/

evaluation/investigation

An inquiry into the claims shall be made and the complaint resolved;

and/or

Explore the ADR mechanisms (Arbitration, Mediation, Adjudication, Conciliation, and Negotiation) to address complaints.

N/B  Where a complaint is considered complex, an investigation may be

conducted on the issue raised in the complaint. The investigation shall be conducted and concluded within 14 days

4. Administration action.  

It ensures all the concerns raised are addressed conclusively and also

requests for additional information where there is no satisfactory

information.

5. 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

6.Review of status of complaints by CCCGRMC

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.

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