Complaints

We commit to serve our stakeholders, the residents of Bomet, and the public with excellence and utmost professionalism. Stakeholders who are dissatisfied with a service rendered by the County Assembly should register their dissatisfaction by raising a written complaint through our email or postal addresses.

We endeavour to have a consistent, fair and confidential complaint handling process and to resolve complaints as quickly as possible. We intend to make it easy for stakeholders and any person to make a complaint if they are dissatisfied with any of our services. All persons making a complaint shall be treated equally.

A written complaint may be sent by an anonymous or a named / known / identified person. The complaint shall be processed following the standard procedure outlined below:

1. Once a complaint is received, it shall be recorded and accorded a case reference number to facilitate follow-up. A record of a complaint shall include the name and contact details of the plaintiff, full details of the complaint including the date, as well as details of all communication with the stakeholder and any actions to resolve the complaint. An anonymous complaint shall not have a record of the aforementioned details.
2. The complaint shall then be directed to the appropriate Officer within the County Assembly depending on the subject matter of the complaint.
3. The County Assembly shall resolve all complaints within 14 days of receiving a complaint and written complaints shall be acknowledged promptly.
4. Where the complaint cannot be resolved immediately, stakeholders shall be informed accordingly and appraised of the progress of their complaint regularly, especially if there are any delays or changes to what has been agreed upon between the County Assembly and the Stakeholder.
5. Where appropriate, customers who have had a complaint resolved shall be contacted at a later date to find out whether or not they are happy with how their complaint was handled.
6. Where a complaint cannot be resolved by the foregoing complaint handling procedure, it shall be referred to the Clerk of the County Assembly and the stakeholder shall be informed and given an estimated timeframe for resolution.

What you need to know before submitting a complaint:

The County Assembly will act on complaints as per the procedure above after assessing the following: –

• The seriousness of the matter reported;
• The extent to which allegations are specific i.e. what is being alleged is clear, dates, times, locations, consequences of wrongdoing, names of witnesses, etc.;
• The extent to which allegations are based on reliable information, not simply on hearsay;
• Reasons to believe that there is justification for the matter being reported anonymously and not through channels that allow for easier scrutiny; and
• Whether the language used is proper.
• Where the County Assembly has no way of contacting the person making an anonymous complaint, all of the necessary information for a decision to be made must be clearly available.

Further, the County Assembly:

• May hand the complaint(s) over to the police or other authorities for their views or with a request to investigate the allegations further if deemed appropriate;
• Will provide the person(s) accused or implicated in the alleged wrongdoing with copies of the allegation(s);
• Will dismiss any false, carelessly prepared or malicious allegations.
• Is obliged to support employee(s) named in anonymous allegations until such a time as there may be sufficient evidence to justify any action against them; and
• Will dismiss as malicious any complaint that is found to have used a misleading sender name or address.

All Complaints shall be addressed to:

The Clerk

Bomet County Assembly

P.O Box 590 - 20400

BOMET.

TEL: 0712 036 036

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Please fill in the form below and submit it through This email address is being protected from spambots. You need JavaScript enabled to view it. or through our postal address provided above. Remember to include all supporting documents.