A robust feedback mechanism is essential for achieving excellence. At the heart of our commitment to transparency and service improvement is the effective handling of public complaints and compliments. We view all feedback, especially complaints, not as criticisms, but as vital information necessary for our continuous improvement.

WHAT CNSTITUTES A COMPLAINT –  A complaint is formally defined as an expression of dissatisfaction by any person or group concerning an act, omission, or the standard of service provided by our institution or its personnel. This encompasses a broad range of issues that affect service quality and public trust. These issues fall primarily into three categories: Service Failure, which covers operational problems like errors, significant delays, inaction, or general inefficiency in processes; Misconduct, which addresses lapses in professionalism such as discourtesy, incompetence, unresponsiveness, or the abuse of power by personnel; and Injustice, which includes any form of unfair treatment or other perceived injustice against a person. Essentially, any documented instance where our service or conduct fails to meet expected standards is considered a formal complain

BENEFITS OF HNDILING COMPLINTS EFFECTIVELY

1. Help us identify weak areas in our systems, processes, and service delivery, enabling targeted, data-driven improvements.
2. Provides management with invaluable information, deepening our understanding of client and customer needs, experiences, and expectations.
3. Timely and fair resolution improves the reputation and image of our organization, building public trust and confidence.
4. Offers crucial insights to management regarding how staff interact with and treat their clients, supporting internal training and accountability.

WHO CAN LODGE A COMPLAINT – Any person may lodge a complaint. You have the right to submit a complaint on your own behalf or on behalf of another person. Furthermore, you have the right to be assisted in the process of lodging your complaint if necessary.

HOW CAN ONE LODGE A COMPLAINT?
(i) Visiting the point where their issue is domiciled
(ii) Record the complaint in the complaints register/book
(iii) Email the department, directorate, institution or organization
(iv) Dropping a note in the complaint boxes.

WHAT INFORMATION SHOULD ONE GIVE WHEN LODGING A
COMPLAIN?
(i) His/her particulars, unless the complaint is lodged anonymously
(ii) A clear, factual and brief account of the complaint should be given
verbally but most preferably, in written.
(iii) The complainant can give any available supporting documents
(iv) They should suggest the remedy they are seeking.