GRM

Kajiado County has established a robust Grievance Redress Mechanism (GRM) under the Kenya Devolution Support Programme Phase II (KDSP II) to ensure transparency, accountability, and community engagement in service delivery. The GRM provides accessible channels for community members to raise concerns, complaints, or suggestions related to county development projects and services. The system ensures timely response, fair handling, and respectful resolution of grievances, while protecting complainants’ confidentiality and rights.

Purpose of GRM

To enhance transparency, accountability, and community trust in county service delivery.

To provide a clear process for handling complaints and feedback related to KDSP II projects.

To improve decision-making by integrating citizen concerns into project implementation.

How to Submit a Complaint

Channels Available:

Walk-in: Visit any County or Ward office.

Online: VISIT COMPLAINT PORTAL HERE.

Written Submission: Submit written complaints at GRM desks at Ward Administrators and County Departmental Offices.

Public Forums: During community barazas and project site visits.

Who Handles Your Complaint?

Ward Level:

Sub-county Level:

County Level:

What Happens After You Submit a Complaint?

Complaint is received and recorded

An acknowledgement is issued to the complainant

Issue is reviewed and actioned

Feedback is given within a reasonable timeframe

Escalation if necessary to GRM committee at county level

Commitment to Confidentiality and Protection

All complaints are handled with strict confidentiality

No retaliation for submitting a complaint

Special attention to vulnerable groups and gender-sensitive issues

Community Sensitization

Ongoing awareness campaigns on GRM rights and procedures

GRM information available in local languages, kiswahili, English & Maasai

Reports and Accountability

Phone

0723 021 060

Email

info@kajiado.go.ke

Website

kajiado.go.ke

Office Hours

Monday to Friday, 8:00 AM – 5:00 PM

Submit Your Complaint