Quick Answer
Not every grievance is corruption — often it is poor service: delays, being ignored, unfair treatment. The Commission on Administrative Justice, known as the Office of the Ombudsman, exists to take up exactly these complaints against public offices.
Key facts
- The Ombudsman (CAJ) tackles maladministration in the public sector.
- It covers both national and county governments.
- It handles delay, abuse of power, unfair treatment and discourtesy.
- It also enforces your right to access information.
What the Ombudsman does
The Commission on Administrative Justice (CAJ), known as the Office of the Ombudsman, is established under Article 59(4) and the CAJ Act, 2011. It tackles maladministration — improper administration — across both national and county public offices.
What counts as maladministration
The Ombudsman investigates complaints about how public bodies treat people, including:
- Delay and inaction;
- Abuse of power;
- Unfair treatment and manifest injustice;
- Discourtesy, inefficiency and unresponsiveness.
The second job: access to information
The CAJ also oversees and enforces the Access to Information Act, 2016. So if a public body refuses to give you information you are entitled to, the Ombudsman is the office that can compel it.
Why this matters to you
For the everyday frustrations of dealing with government — the office that won’t respond, the service that never comes — the Ombudsman is a low-cost, accessible route to get a wrong put right.
Frequently asked questions
What does the Ombudsman handle?
Poor public service — maladministration such as delay, abuse of power and unfair treatment.
Does it cover county governments?
Yes — its mandate covers both national and county governments.
What if a public office won’t give me information?
The Ombudsman oversees and enforces the Access to Information Act.
Sources & references
- Constitution of Kenya 2010, Article 59(4) — klrc.go.ke
- Commission on Administrative Justice Act, 2011 — kenyalaw.org
- Commission on Administrative Justice (Office of the Ombudsman) — ombudsman.go.ke