Complaints Handling Procedure
Resolution of Public Complaints
The National Construction Authority is dedicated to ensuring utmost professionalism when it comes to service delivery. Clients are encouraged to give feedback on services rendered to enable the improvement of said services. The Authority will investigate any complaints in confidence and act on them accordingly. The complaint can be either against the Authority directly or against a stakeholder of the Authority, such as an employee, construction firm, contractor or professional body involved in construction.
The standard procedure for handling complaints is as follows:
1. Making an initial inquiry/formal complaint
The Complaints Desk is located on the 9th floor of KCB Towers, Upper Hill, at the Authority’s headquarters. The officer at the help desk will facilitate the resolution of any complaints by channeling them to the relevant department. Official communication in regards to the action taken will be sent to the complainant within seven (7) days.
The complainant can also call, write or email the Authority. The client is kindly requested to provide full details of the complaint and copies of any supporting evidence. The Complaints Officer will determine if there is sufficient evidence to warrant either an independent review or an investigation.
You can write to:
The Executive Director
The National Construction Authority,
P.O Box 21046-00100, NAIROBI
Or Call the Customer Care lines:
+254 709 126 102/ 172/173
The complaints forms can be picked from the Complaints Desk or downloaded from the Authority website,nca.go.ke. If downloading from the website, once the form is completed and the user hits send , it will be sent directly to feedback@nca .go.ke.
If filled in manually, the forms can then be dropped into the box marked ‘COMPLAINTS ‘ located on the 9th floor of KCB Towers, or at any NCA office country wide.
2. Receiving the complaint
Each complaint will be logged into the official Complaints Register, forwarded to the relevant department, and the complainant responded to within 7 days, as is in line with the Authority’s Service Charter.The register will record all action taken until eventual resolution. The Authority will acknowledge the receipt of this written complaint within 3 working days and explain the process for resolving it.
3. Resolving the complaint
If a complaint warrants further investigation, the Authority will proceed on the same and communicate as soon as the investigation is completed. The official response will explain:
The outcome of the investigation
What has been done to remedy the situation
4. The Commission on Administrative Justice (Office of the Ombudsman)
If the client is still unhappy at this stage, they have the option to forward the complaint to the Commision on Administrative Justice (Office of the Ombudsman). They can call, write or visit the offices as follows:
The Commission on Administrative Justice
2nd Floor, West End Towers,
Opposite Aga Khan High School off Waiyaki Way – Westlands P.O. Box 20414 – 00200, NAIROBI.
Tel: +254-20-2270000/2303000/2603 765/24412l l/8030666
Email: complain@ombudsman. go.ke (for complaints)