KNEC Complaint Handling Procedure
The Kenya National Examinations Council (KNEC) has established a structured complaints handling procedure to address customer grievances effectively. This procedure is divided into two primary stages: Frontline Resolution and Investigations.
Stage I: Frontline Resolution
Customers can lodge their complaints through various channels, including:
- In person
- Writing
- Phone
- Walk-in
- Customer Relationship Management (CRM) system
- Any other approved platform by KNEC
Stage II: Investigations
- Recording and Referral:
- Details of the customer and the complaint are recorded and indexed.
- The customer is referred to the relevant office addressing the issue.
- The complaint is logged into the CRM and the departmental complaints register.
- Initial Handling:
- The complaint is dealt with accordingly.
- The head of the department is informed to approve the commencement of investigations.
- Feedback:
- Investigation findings are communicated to the customer.
- Customer Satisfaction Check:
- If the customer is satisfied, the complaint is closed in both the CRM and the departmental complaints register.
- If the customer is not satisfied, the investigation records are forwarded to the Corporate Communications office.
- Corporate Communications and Management:
- The Corporate Communications office presents the findings to management.
- Management’s decision is communicated to the customer.
- Final Resolution:
- If the customer is satisfied with the management’s decision, the complaint is closed in the CRM and the departmental complaints register.
- If the customer is still not satisfied, they are advised that they are free to seek external help.
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Summary Table
| Stage | Action |
|---|---|
| Frontline Resolution | Complaint can be lodged through various approved channels |
| Investigations | Record and index complaint |
| Refer to the relevant office | |
| Log in CRM and complaints register | |
| Deal with complaint | |
| Approve start of investigations by head of department | |
| Feedback investigation findings to customer | |
| Check customer satisfaction | |
| If satisfied, close complaint in CRM and register | |
| If not satisfied, refer to Corporate Communications office | |
| Present findings to management | |
| Communicate management decision to customer | |
| If satisfied, close complaint in CRM and register | |
| If not satisfied, customer may seek external help |
By following this systematic procedure, KNEC ensures that all complaints are handled efficiently and that customers receive timely and satisfactory resolutions.
KNEC Complaint Handling Procedure
