Office of The Ombudsman

The Office of the Ombudsman in Kenya, officially known as the Commission on Administrative Justice (CAJ), is a constitutional commission established under Article 59(4) of the Constitution of Kenya and the Commission on Administrative Justice Act, 2011. Its primary role is to promote administrative justice and ensure accountability within the public sector at both national and county levels.

🏛️ Mandate and Functions

The CAJ’s mandate encompasses two main areas:

1. Addressing Maladministration: Investigating complaints related to delay, abuse of power, unfair treatment, manifest injustice, or discourtesy in public administration.

2. Enforcing Access to Information: Overseeing and ensuring the implementation of the Access to Information Act, 2016, thereby promoting transparency in public institutions.

Additional functions include:

• Investigating Public Sector Misconduct: Examining allegations of improper conduct in state affairs or public administration.

• Handling Administrative Injustices: Addressing issues of service failure, inefficiency, or unresponsiveness by public officials.

• Providing Advisory Opinions: Offering recommendations on improving public administration, including reviewing laws, codes of conduct, and procedures.

• Promoting Alternative Dispute Resolution (ADR): Facilitating amicable solutions to disputes in public administration.

• Capacity Building: Assisting public institutions in establishing effective complaint-handling mechanisms and training staff accordingly.

• Monitoring and Reporting: Publishing periodic reports detailing the status of administrative justice in Kenya.

• Public Awareness: Educating citizens about their rights and the procedures related to administrative justice.

🧑‍⚖️ Leadership

As of August 2018, the Commission is chaired by Hon. Florence Kajuju, who serves as the second Ombudsman of the Republic of Kenya. She also holds positions as the President of the International Ombudsman Institute (IOI) African Chapter and the Secretary General of the African Ombudsman and Mediators Association (AOMA) .

📍 Regional Presence

To enhance accessibility, the CAJ has established regional offices in various locations, including Nairobi, Mombasa, Kisumu, Meru, and others. These offices complement services offered through Huduma Centres across the country .

📞 How to Lodge a Complaint

Citizens can file complaints through multiple channels:

• In Person: Visit any of the Commission’s offices.

• Telephone: Call the toll-free number 0800 221 349 or 020 2270000.

• SMS: Send a message to short code 15700 (for Safaricom subscribers).

• Mail: Write to P.O. Box 20414, 00200, Nairobi.

• Email: Send an email to complain@ombudsman.go.ke.

• Huduma Centres: Visit designated Huduma Centres in various counties .