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Legal & Regulatory

Full List of Functions of the Office of the Ombudsman in Kenya

  • BY waceke
  • October 9, 2024
Office of the Ombudsman in Kenya

The Office of the Ombudsman, also known as the Commission on Administrative Justice (CAJ), plays a pivotal role in ensuring accountability and fairness within Kenya’s public administration. Established under the Commission on Administrative Justice Act, 2011, the office operates as an independent constitutional body tasked with addressing maladministration and promoting good governance in both national and county governments.

Establishment and Mandate of the Office of the Ombudsman

The Office of the Ombudsman was created under Article 59 (4) of the Constitution of Kenya. It serves as the successor to the Kenya National Human Rights and Equality Commission (KNHREC) and the Public Complaints Standing Committee. Its primary mandate is to oversee the actions of public officers and institutions, ensuring that they operate within the law and uphold the principles of fairness and transparency. The office helps protect the public from injustices that arise from abuse of power, inefficiency, and maladministration.

Functions of the Commission on Administrative Justice – Office of the Ombudsman

  1. Investigating Public Sector Misconduct
    The Office of the Ombudsman investigates any alleged or suspected improper conduct in public administration. This includes acts of misconduct by state organs, public officers, or state agencies at both the national and county levels.
  2. Addressing Complaints of Abuse of Power
    The Ombudsman investigates cases involving abuse of power, unfair treatment, or unlawful conduct within public institutions. This includes addressing issues of manifest injustice, oppressive actions, or unresponsiveness by government entities.
  3. Handling Maladministration
    It addresses complaints related to delays, administrative injustice, inefficiency, incompetence, or discourtesy by public officials.
  4. Building Complaint-Handling Capacity
    The office facilitates the establishment of complaint-handling mechanisms within public institutions and supports capacity building in complaint management across state organs and public offices.
  5. Promoting Alternative Dispute Resolution (ADR)
    The Ombudsman works with public institutions to promote the use of alternative dispute resolution methods to handle public administration complaints, fostering amicable solutions to issues before they escalate.
  6. Recommending Remedies and Compensation
    In cases of proven maladministration, the office recommends appropriate remedies, including compensation, for the affected individuals or institutions.
  7. Advising on Public Administration Improvements
    The Ombudsman provides advisory opinions and proposals for the improvement of public administration, including reviewing laws, codes of conduct, and administrative procedures to promote better governance.
  8. Publishing Reports
    Periodically, the office releases reports detailing the status of administrative justice in Kenya. These reports help inform the public and stakeholders on the progress made and challenges faced in public service delivery.
  9. Raising Public Awareness
    The Ombudsman actively promotes public awareness about policies, procedures, and rights related to administrative justice. This involves educating citizens on how they can access justice in cases of public sector maladministration.
  10. Collaboration on Human Rights
    The office works with state organs and commissions responsible for protecting human rights, including the Kenya National Commission on Human Rights, to safeguard the fundamental rights and freedoms of individuals in public administration.
  11. Fostering Collaboration
    The Ombudsman collaborates with other human rights institutions to ensure the efficiency and effectiveness of their activities. Mechanisms are established for referrals and joint efforts to protect the public.

Contact Information and Branches

The Office of the Ombudsman has multiple branches across the country to enhance its accessibility. Below are the office locations and contacts:

  1. Head Office
    • Location: West End Towers, 2nd Floor, Opposite Aga Khan High School, Waiyaki Way, Nairobi
    • Contact: 020 2270000 / 0800221349
    • Email: info@ombudsman.go.ke
  2. Kisumu Branch
    • Location: Central Square Building, 2nd Floor, Oginga Odinga Street
    • Contact: 0748 254529 / 0731 248906
    • Email: kisumu@ombudsman.go.ke
  3. Mombasa Branch
    • Location: North Tower, Mombasa Trade Centre (Ambalal), 2nd Floor
    • Contact: 0731 011116
  4. Eldoret Branch
    • Location: Kerio Valley Development Authority (KVDA) Plaza, 7th Floor, Oloo Street
    • Contact: 020 8106515
    • Email: eldoret@ombudsman.go.ke
  5. Isiolo Branch
  6. Nyahururu Branch
  7. Garissa Branch

The Office of the Ombudsman in Kenya serves as a guardian of administrative justice, ensuring that public officers and institutions remain accountable to the people. Through its investigative, advisory, and public awareness roles, the office promotes a culture of good governance and fair administrative practices across the public sector. By providing avenues for complaints and ensuring that public service delivery is efficient, the office continues to play a crucial role in Kenya’s governance landscape.