The CMIS is a complaints management system that was built to digitize the complaints reporting process
for the members of public. A video on how to use the CMIS can be found
made by Brian Mwendwa
made by Brian Mwendwa
The user is able to see the status of their complaint when they access their user profile in the system (for those who have lodged a complaint using the CMIS public portal). For other complaints received through walk in, email or letter/post, the complainant may call or visit any of our CAJ offices below;
- Head Office Nairobi;
2nd Floor, West End Towers; Opposite Aga Khan High School on Waiyaki Way – Westlands;
P.O. Box 20414 – 00200; NAIROBI.
Tel: +254-20-2270000 /2303000 / 2603765 / 2409574/0777 125818/ 0800221349 (Toll free)
Email: email@example.com / firstname.lastname@example.org
- Mombasa Trade Centre,
2nd Floor, North Wing, Nkrumah Road (Former Ambalal House);
P.O. Box 80979 – 80100; MOMBASA.
Tel: 041 2315411/0731 011116;
- Kisumu Branch Office;
Central Square Building, 2nd Floor; Oginga Odinga Street;
P.O. Box 1967 – 40100, KISUMU.
Tel: +254 748 254 529 / 731 248 906; Landline: 057-2022810
- Nyahururu Office;
Next to Laikipia West Constituency Offices;
P.O. BOX 866-20300 NYAHURURU.
- Eldoret Branch Office;
Kerio Valley Development Authority (KVDA) Plaza, 7th floor; Oloo Street;
P.O Box 10326-30100, ELDORET.
Tel: +254 020-8106515,
- Isiolo Branch Office;
County Estate along Kiwanjani Road, next to KRA Offices.
P.O. Box 860-60300, ISIOLO.
Telephone: 020 2007671;
NGEC/CAJ KRA route off Lamu Rd.
Upon submission of a complaint form via the public portal, the complaint takes 1 day to be allocated to an officer to review the complaint for admissibility. Upon allocation, the maximum time taken for a complainant to receive a response on the action taken by the CAJ is 10 working days. This depends on the nature of the complaint. Less complex matters may take a shorter time, but for accurate review of any supporting documents and examination of the complaint/complainant for clarity, the processing before initial inquiry takes 10 working days.
The process of resolution is as follows, though it is Important to note that each case is allocated a legal officer and the timelines may vary depending on the circumstances of the case, [e.g., if there is a response from the Respondent or a Rejoinder from the Complainant]. Therefore, complainants are advised to get in touch with the CAJ Offices to get to know which legal officer is assigned their case, and to o btain feedback on the actual status of the case. The general stages in the process are as follows:
- Intake and allocation
- Review for admissibility
- Inquiry to respondent [for admissible cases] / referral & closure for inadmissible cases under section 30 of the CAJ act.
- 1st reminder [after 14 working days from date of inquiry]
- Final reminder [after 7 working days from date of 1st reminder]
- Determination/summons [for non-responsive respondents] or closure [if response is received and case is closed]
A situation may arise were we have stakeholders that are not tech-savvy (including the elderly) who may request someone else (kin, cybercafe attendant, family) to create an account on their behalf and input information including email. Others may use pseudo names to create accounts. For actual complaints lodging, the complainants’ actual particulars will be required to be filled in the form for resolution to commence. This information is crucial and a unique identification for that particular complainant. However we will continue improving the system and seek ways to merge that information only if it is the same as the particular details input during creation of the account.
The Complainant is required to click the county first for the sub-county to populate