KR Complaints Policy.

 Policy Statement

Kenya Railways being a Public Institution is committed to ensure that it promotes good governance by efficiently offering service to its stakeholders. We are aware that the public expects high quality service delivery from us.

We are committed to ensuring that all complaints received at the Corporation are managed and resolved as per the laid down procedures and in accordance to the stipulations of our Citizens Service Delivery Charter.

It is each establishment’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services. This policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation.

We recognize and support the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at a local level between just the complainant and each establishment.

Policy Guidelines

This policy is our commitment to you our client.  We commit to ensure that:

  • Processes for registration of complaints or concerns by our clients are easily accessible and available
  • Complaints or comments received by the Corporation are taken seriously and dealt with properly. All complaints be it against the Corporation or individuals in the Corporation are adequately addressed
  • Each complaint raised against the Corporation shall be pursued to the latter until the customer is satisfied
  • No customer will be vilified or victimized for having raised complaints against the Corporation or her employees.



The aim of this policy is to ensure that our complaints procedure is properly and effectively implemented, and that service users feel confident that their complaints and worries are listened to and acted upon promptly and fairly.


Our main goal regarding complaints received at the Corporation is improvement of service delivery and customer satisfaction through timely and effective resolution of public complaints. This will ensure that:

  • Service users are aware of how to complain by providing opportunities/avenues for them to register their complaints easily
  • Administration of the Complaints procedure at the Corporation will be the responsibility of a designated officer
  • Every written complaint is acknowledged within two working days
  • Investigations into written complaints are held within forty five (45) days
  • All complaints are responded to by the Corporation
  • Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and service users.

The Customer Complaints Handling and Management Committee (CCHMC)

The Corporation has instituted a Customer Complaints Handling and Management Committee (CCHMC) which performs an oversight role in the resolution of complaints against the Corporation by:

  • Carrying out a detailed scrutiny of the Corporations Complaints handling procedure and processes periodically
  • Monitoring the process of customer complaints resolution

With a view to improve customer service and mitigate risk

The Committee shall comprise of 11 members drawn from various Departments at the Corporation and shall be headed by a Chairperson nominated from the Department charged with coordinating the function at the Corporation. The Regional Offices heads shall be part of the Committee by virtue of the fact that they are party to assessing complaints received at their work stations and making a determination.

Who can Lodge a Complaint against the Corporation

Complaints against Kenya Railways may be instituted by:

  1. Any person acting in his or her own interests
  2. Any person acting on behalf of another person who cannot act in his or her own capacity
  3. Any person acting as a member of or in the interest of group or a class of persons
  4. Any person acting in public interest
  5. Any association or organization acting in the interest of its members

This policy is developed for all our stakeholders; both internal and external

In case a child or a person with a mental disability wishes to institute a complaint against Kenya Railways, he or she must be assisted by a parent, an appropriate adult or a guardian who is not the cause of the alleged violation of fundamental right.

Complaints Channels

While lodging a complaint against the Corporation, any right standing members of society may use any of the below channels as may be suited to their situation at the moment.

  • Face-to-face communications especially for walk-in clients
  • Telephone
  • E-mail
  • Written (Letters)
  • Social media (Facebook, Twitter, Whatsapp)
  • Media (Broadcast media- News, Print – Watchman, Opinion columns
  • Website


All staff should be trained in dealing with, and responding to, complaints. Complaints policy training will be included in the induction training for all new staff and in-house training sessions on handling complaints should be conducted bi-annually and all relevant staff should attend.


This policy shall be reviewed after every three (3) years with a view to:

  • Measure the effectiveness of the policy in regard to practice at the Corporation
  • Incorporate new ideas in order to improve the policy


All Complaints Handling officers are expected to adhere to stipulated guidelines and procedures with regards to this policy. Action will be taken against those who fail to follow outlined modes of operation as per the Corporation’s disciplinary meaures.

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