The Commission on Administrative Justice (CAJ) has launched the Eldoret Regional Office of the Ombudsman, marking a significant milestone for the region.
The new office will serve people in the North Rift and neighbouring areas, providing access to constitutional institutions for fairness, accountability, and protection from administrative injustice.
Speaking during the commissioning of the North Rift Regional office, the Commission’s Chairperson, Charles Dulo, said the office will serve a key role in enhancing access to justice by residents on matters relating to maladministration, including delays in service delivery, unresponsive official conduct, abuse of power and failure to implement lawful decisions.
“Today is a reaffirmation of our collective commitment to bring justice closer to the people and to ensure that public power is exercised in a manner that is lawful, reasonable, responsive and fair,” he noted.
Dulo affirmed that the commission on Administrative Justice, established pursuant to Article 59 of the Constitution, is mandated to promote administrative justice and oversee compliance with the principles of fair administrative action, as well as enforce the right of access to information.
“These constitutional guarantees are not abstract ideals; they are practical rights meant to be enjoyed by every Kenyan in their daily interactions with public institutions.
The Eldoret Regional Office exists to give life to these rights at the grassroots level, where citizens experience the direct impact of government decisions and actions,” added Dulo.
The Chairperson revealed that the Eldoret Regional Office was opened over a decade ago on the 1st of September 2015, serving as a vital access point for members of the public seeking redress against maladministration.
From modest beginnings, the office has grown into a critical pillar of administrative justice within the North Rift region.
Over this period, the office has handled more than 3000 complaints lodged by wananchi through walk-ins, referrals and outreach activities.
Each complaint represents a citizen seeking fairness, dignity and accountability, which the office has consistently responded to with professionalism and dedication.
Since its inception, the Eldoret Regional Office has received a total of 3,235 complaints.
Out of which the Commission, in exercise of its mandate, admitted 2,394, while 871 were found to be outside the Commission’s mandate or referred to appropriate institutions.
What stands out is the office’s impressive resolution rate of 94 percent for admissible complaints, added Dulo.
The majority of the complaints handled by the office relate to maladministration, including delays in service delivery, unresponsive official conduct, abuse of power and failure to implement lawful decisions.
Additionally, the office has actively enforced the right of access to information, handling numerous applications and appeals under the Access to Information Act.
Through the issuance of notices to show cause, summons, alternative dispute resolution processes and access to information orders, the office has demonstrated that constitutional oversight can be firm, fair and effective.
The Chairperson commended the committed team of officers, who continue to serve the public with diligence and integrity, despite the challenge of limited staffing in the Eldoret Regional Office.
“The Eldoret team has delivered outstanding results through teamwork, innovation and a strong sense of public duty.
I wish to commend the officers for their resilience and professionalism and for upholding values of the Commission, even in the face of resource constraints and complex cases that often span several years,” he added.
Dulo praised the office for its impactful success stories. Over the past financial year alone, the office has intervened in matters involving delayed pension payments, unpaid statutory benefits, delayed issuance of identification documents, non-implementation of tax exemptions for persons with disabilities and compensation for compulsory land acquisition.
In many of these cases, it was reported that citizens had waited for years without answers, only to receive resolution following the Commission’s intervention.
These outcomes affirm the relevance of the Commission and demonstrate that administrative justice is achievable when institutions are held to account.
The chairperson also highlighted the Commission’s recent investigation into the First-Choice Agency scandal, which exposed regulatory failures, delayed investigations and misconduct by public officers, leading to the exploitation of thousands of young job seekers.
He said the Commission had issued firm recommendations, including disciplinary action, accountability measures and the blacklisting of the agency to prevent similar injustices in the future.
Welcoming the Commission on behalf of county governments in the region, Uasin Gishu Deputy Governor Evans Kapkea said the Eldoret Regional Office would significantly improve access to justice, particularly in land, succession and service delivery disputes that dominate court dockets in the region.
“Many of the disputes our people face involve land rights, succession and title deeds.
Having the Ombudsman’s office here provides an alternative and accessible avenue for resolving these matters,” said Kapkea.
He further said, “Although the office is hosted in Uasin Gishu County, it will serve the wider North Rift region covering Elgeyo Marakwet, Nandi, Trans Nzoia, West Pokot, Baringo and Turkana counties, adding that the regional approach is expected to significantly reduce the cost and distance barriers faced by citizens seeking redress.
“This office brings justice closer to the people and as county governments, we are fully committed to supporting the Ombudsman through cooperation, public awareness and timely responses to complaints,” he added.
The Deputy Governor also emphasised the importance of transparency and access to information, noting that county governments have a duty to openly share information on tenders, projects and service delivery to prevent mistrust and maladministration.
He commended the Commission for its role in the First Choice Agency investigation, describing it as a landmark case that exposed how fraudulent schemes often thrive under political influence and institutional weaknesses.
Eldoret High Court, Presiding Judge Reuben Nyakundi welcomed the commission’s initiative in the region, noting it will help enhance justice by ensuring matters are resolved in a fair, predictable, consistent and eligible manner.
Elgeyo Marakwet County Commissioner David Kosgei, who represented the Rift Valley Regional Commissioner, Abdi Hassan, emphasised the need for a multi-agency approach to enhance access to justice for the citizens by decentralising independent offices like the Office of the Ombudsman, IPOA, EACC and others to the grassroots.
while at the same time boosting awareness through public forums so that Kenyans can understand the role of the same agencies and seek services.
The commissioning of the Eldoret Regional Office marks a renewed effort by the Commission on Administrative Justice, working alongside county governments to enhance accountability, encourage the use of alternative dispute resolution mechanisms and uphold administrative justice as a constitutional right for citizens across the North Rift region.
Others present included CAJ Vice Chairperson and Commissioner in charge of Access to Information, Dorothy Jemator; Charles Njagua (Commissioner in Charge of Complaints); Dr. Mary Kimari (Advisory unit, CAJ), EACC Deputy Regional Coordinator North Rift, Aurale Chibole; Uasin Gishu Deputy County Commissioner Reuben Ogeda; and Civil Society Networks Uasin Gishu Chapter representatives.
By Ekuwam Sylvester and Fredrick Maritim
