Complaints and Compliments
Dr. Masayi Nelly Nambande
Chair Public Complaints & Compliments
As a University, we value transparency, accountability, and continuous improvement. The Public Complaints and Compliments Committee provides a platform for all stakeholders to voice their concerns and share positive feedback, ensuring that services are responsive, fair, and people-centered.
To promote transparency, accountability, and service excellence, the University provides a structured mechanism for receiving and addressing complaints as well as recognizing commendable service.
Understanding Public Complaints and Compliments
WHAT IS A COMPLAINT?
- It is an expression of dissatisfaction by a person or persons about an act or omission or standard of service provided by a person or institution
-a complaint may include: – service failure, delay, inaction, inefficiency, discourtesy, incompetence, unfair treatment, unresponsiveness, abuse of power or an injustice against a person.
BENEFITS OF EFFECTIVE HANDLING OF COMPLAINTS
- Complaints help an institution to identify its weak areas and thus engage
in improvement - Help organization to understand its clients/customers
- Improves the reputation and image of the organization/institution
- Provides management with information on how staff treat their
clients/customers
WHO CAN LODGE A COMPLAINT?
- Any person can lodge a complaint on
their behalf or on behalf of another person. A complainant has a right to be assisted
to lodge their complaint.
WHAT INFORMATION SHOULD ONE GIVE WHEN LODGING A COMPLAIN?
- His/her particulars, unless the complaint is lodged anonymously
- A clear, factual and brief account of the complaint should be given
verbally but most preferably, in written. - The complainant can give any available supporting documents
- They should suggest the remedy they are seeking.
HOW CAN ONE LODGE A COMPLAINT?
- Visiting the point where their issue is domiciled
- Record the complaint in the complaints register/book
- Email the department, directorate, institution or organization
- Dropping a note in the complaint boxes.
Complaints Management Resources
We are committed to ensuring accountability and continuous improvement. The following resources provide information and tools for effective service delivery and complaints resolution.
Compliments and Complaints Form
