What This Office Does
The Ombudsman investigates how public offices treat people. If a government office ignored you, delayed your case, treated you unfairly, or made an arbitrary decision, you can bring your complaint here. It also enforces your right to access government-held information.
Relevant Laws
- Constitution of Kenya 2010 — Articles 47 and 59(4)
- Commission on Administrative Justice Act, 2011
- Access to Information Act, 2016
- Fair Administrative Action Act, 2015
Who Can Use It
Any person treated unfairly by a national or county government office or officer.
Problems It Handles
- A government office ignored your application or request
- Your case has been pending for months with no action
- A public officer was rude, threatened, or harassed you
- You were denied a service without a proper reason
- A government office refused to give you information you are entitled to
How to Complain
- 1
Try to resolve the issue with the government office first. Keep a record.
- 2
File online at cmis.ombudsman.go.ke, visit any CAJ office or Huduma Centre, or send an email.
- 3
Provide your name, contacts, which office you are complaining about, what happened, and what you want done.
- 4
Attach any supporting documents — letters, receipts, screenshots.
- 5
You will receive a reference number. Your complaint will be reviewed within 10 working days.
What to Expect
CAJ will contact the government office, investigate, and work toward resolution through mediation or a formal recommendation. You can track your complaint online if filed through the portal.
What It Cannot Do
- Cannot handle complaints against private companies
- Cannot override a court decision
- Cannot take up cases already before a court
- Its recommendations are not automatically legally binding
Tip
Write down everything — dates, names of officers you spoke to, and what was said. This makes your complaint much stronger.