The service will enable members of the public to submit complaints or feedback concerning aid and service delivery through three channels: a toll-free SMS line, a web-based portal, or by filling out paper forms. People with no access to a mobile phone or internet can visit the nearest office of a participating organisation to lodge their complaints. The walk-in option will also allow people who cannot read or write to report their cases.
“Often, if someone has a complaint on services or aid delivered by one organisation, he/she can only complain to the same organisation, but gatekeepers within the entity may impede action,” said Transparency International Kenya Executive Director Mr Samuel Kimeu during the launch. “Some complaints are submitted to organisation A but left unaddressed if they concern organisation B, because they are never referred to that organisation given the absence, so far, of referral systems between organisations. ‘Uwajibikaji Pamoja’ will serve as one-stop point for people to file their complaints regardless of the organisation concerned.”
By giving citizens a voice, ‘Uwajibikaji Pamoja’ is expected to improve service delivery at the grassroots level by both public and non-public actors.
“The National Drought Management Authority (NDMA) is tasked with leading and coordinating the work of many agencies to reduce drought risks in Kenya. ‘Uwajibikaji Pamoja’ will be an invaluable mechanism to ensure that our efforts result in real benefits for drought-affected populations,” explained James Oduor, Chief Executive Officer, NDMA.
The Catholic Diocese of Lodwar will host the Convener of this platform. “We, through the social teaching of the Church and the Justice and Peace Programme, have similar goals to Transparency International-Kenya, including ensuring transparency, accountability and proper service delivery to the local community. Let the voice of the voiceless now be heard through this new initiative,” said Tony Woods, the Chancellor of the Turkana Catholic Diocese.
The creation of ‘Uwajibikaji Pamoja’ was one of the recommendations TI-Kenya’s 2012 Food Assistance Integrity Study (FAIS), which identified the lack of accountability mechanisms to people affected by calamities such as the 2011 drought as a key challenge in humanitarian operations. This project is expcted to be rolled out in Wajir and West Pokot counties in the coming months.
The initiative brings together numerous aid and service delivery institutions in Turkana County. These include the County Government of Turkana, the National Drought Management Authority (NDMA), the Kenya National Commission on Human Rights (KNCHR), Adeso – African Development Solutions, The Catholic Diocese of Lodwar, Helpage International, OXFAM, The International Rescue Committee (IRC), Lokichoggio Oropoi Kakuma Development Organisation (LOKADO), Save The Children International, Turkana Development Organisations’ Forum (TUDOF), Turkana Women Advocacy and Development Organisation (TWADO), World Vision, and Transparency International Kenya.
Note to Editors:
The system will work as follows:
- All complaints will be fed into the web-based system and referred to the organisation concerned.
- Complainants will receive a tracking number by SMS and a notification each time any update or progress is made in addressing the complaint.
- If no action is taken or response is given after a defined lapse of time, the concerned organisation will receive a reminder by email from the convener of the Integrated Complaint Response Mechanism, who will have been notified to follow up.
- The system will also generate data and reports regarding the type of complaints received, geographical areas and the duration between the lodging of complaints and subsequent actions or resolutions.
Other Key Information:
- Free SMS number: 22128
- Integrated Complaint Referral Mechanism website: http://haipcrm.com/index.php
- Transparency International Kenya website: http://www.tikenya.org