CAJ Eldoret office handles 3,200 complaints, expands services to Western

The Commission on Administrative Justice, also known as the Ombudsman, has handled more than 3,200 complaints from counties in the North Rift region since the Eldoret office was established.

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Ombudsman Charles Dulo said on Saturday the office receives complaints through walk-ins, referrals and outreach activities.

Records show the Eldoret regional office has received 3,235 complaints, of which 2,394 were admitted for consideration, while 871 were found outside the commission’s mandate or referred to other institutions.

Dulo said the office has achieved a 94 per cent resolution rate for admissible complaints, most of which relate to maladministration, including delays in service delivery, unresponsive official conduct, abuse of power and failure to implement lawful decisions.

“Each complaint represents a citizen seeking fairness, dignity and accountability, and the office has continued to respond within its mandate,” he said.

Over the years, the Eldoret office has become an important pillar of administrative justice in the North Rift region.

Dulo spoke at KVDA Plaza during the opening of an expanded CAJ regional office that will now serve counties in Western Kenya.

He was joined by Uasin Gishu Deputy Governor Evans Kapkea.

During his three-day visit to Eldoret, Dulo also conducted public sensitisation on the office’s role and met with justice system stakeholders.

The commission is set to conduct its first-ever survey on access to information in public offices nationwide. The State of Openness Survey aims to assess how national and county offices provide information to the public.

“This is a baseline survey to establish how government offices handle information requests from citizens,” Dulo said.

He said access to information is key to promoting transparency, accountability and combating corruption.

Established under Article 59 of the Constitution, CAJ’s mandate includes promoting administrative justice, ensuring fair administrative action and enforcing the right of access to information.

Dulo emphasised that these constitutional rights are practical tools for citizens in their daily interactions with public institutions.

Since its opening on September 1, 2015, the Eldoret regional office has served as a vital access point for citizens seeking redress over maladministration and unfair government actions.

Instant analysis

The CAJ Eldoret office demonstrates the critical role of administrative justice in promoting accountability and citizen empowerment. Handling more than 3,200 complaints with a 94 per cent resolution rate reflects both the demand for oversight and the effectiveness of targeted interventions at the grassroots level. Most complaints—ranging from delays in service delivery to abuse of power—highlight systemic governance gaps at county and local levels. The office’s expansion to Western Kenya and the planned State of Openness Survey on access to information signal a proactive approach to transparency. By linking access to information with administrative justice, CAJ strengthens citizens’ ability to engage government meaningfully and hold institutions accountable.