How to make a Complaint
Consumer Complaints
Consumers have the right to make a complaint on the inability to access and use healthcare services provided by nurses and midwives, licensed to practice under Nurses Act Cap 257
The Council is empowered to handle all complaints that are made against licensed practitioners. As a consumer, you are required to first report the complaint to the management of the facility you received services from. In the event that your complaint is not resolved satisfactorily, report the complaint the Council. To enable the Council adequately follow up the complaint, we shall require evidence of your initial communication with the management of the institution that provided the services.
See a step by step procedure on how to complain
Public Complaints
What is a Public Complaint?
The Commission on Administrative of Justice (CAJ) defines a public complaint as an expression of dissatisfaction by one or more members of the public about an action, lack of action or about the standard of a service, whether the action was taken or the service provided by the public institution itself or a person or body acting on behalf of the public institution.
They include complaints against staff or the institution regarding:
- Corruption
- Lack of services
- Unethical conduct
- Mal-administration
- Inefficiency or ineptitude
- Unfair decision
- Misuse of office/abuse of power
- Breach of integrity
- Delay
- Misbehavior
- Misconduct
- Inattention
- Incompetence
- Injustice and
- Discourtesy
Among the factors considered by the CAJ in its ranking of public institutions is the establishment of appropriate infrastructure, procedures and the designation of appropriate personnel for the resolution of complaints received from the public regarding the services provided by a public institution.
The CAJ also considers the proportion of public complaints that were resolved and the institution’s compliance with the requirement for submission of quarterly reports within stipulated time frames.
The Council’s Human Resources and Administration Department has in place a desk to deal with public complaints.
Members of the public can report any such complaints to the Council through a designated email address complaints@nckenya.org.
Additionally, the Council has an elaborate procedure for the resolution of public complaints. Public complaints are received by phone and directed to the Human Resource and Administration Department via 020-7854665,
020-7854669,
+254721920567 and
+254733924669.