Complaints Handling Box
Inadequate complaints handling mechanisms currently exist in institutions in Kenya and East Africa, where in Institutions are not responsive to complaints. According to the latest East African Bribery Index Report, only 5.5% of Kenyans report complaints, as most (36.1%) know that no action will be taken. However, the management of an institution is the first place 41.1% of people report to. These figures imply that there are inadequate structures in place within the institutions to handle such incidences.
Many institutions do not have a proper complaints handling system, relying on manual systems which results in complaints not being handled, passed on effectively, or lost.
A proposed solution to this problem will be an all in one sophisticated corruption reporting tool that can be easily deployed at an organisation. This can be cloud based or hosted at the organisation. As the vast majority (75%) of Kenyans do not have Internet access, an SMS based solution will be the most accessible to Kenyans, especially the older demographic who most commonly report corruption.
Some desired features include:
- SMS based interface for user reporting
- Escalation capability and
- Instant SMS feedback mechanism when case moves in workflow
- Website based reporting
- Statistical (non confidential) data will be fed back to TI for reporting purposes.
- Built in external interface to refer complaints to other agencies
