KNEC Complaints Handling Procedure
The Kenya National Examinations Council (KNEC) has implemented an organized way to successfully handle client concerns.
The initiative, also known as the Complaints Handling Procedure, seeks to assure prompt resolution and client satisfaction.
Stage I: Front-Line Resolution
Customers can voice their complaints in person, in writing, over the phone, via email, in person, through CRM (customer relationship management), or on any other platform that KNEC has approved.
Stage II: Investigations.
Upon receiving a complaint, KNEC takes the following actions:
- Record the consumer’s information and index the complaint.
- Refer the customer to the appropriate office handling the matter.
- The complaint should be logged in both the CRM system and the departmental complaints register.
- Respond to the complaint swiftly.
- The department head receives the complaint and starts an investigation.
- Provide consumers with feedback on the investigation’s findings.
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Customer satisfaction check:
If the customer is satisfied with the resolution, both the CRM and departmental complaint registers will close the issue.
If the customer isn’t happy, the Corporate Communications division receives the investigation records for further action.
The Corporate Communications Office delivers the case to management.
Management informs the customer of the decision.
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Final outcome:
If the customer is dissatisfied, he is allowed to seek assistance from elsewhere.
If the customer is pleased, the issue is closed in both the CRM and departmental complaint registers.
KNEC’s simplified Complaints Handling Procedure guarantees that client issues are resolved quickly and efficiently, encouraging transparency and responsibility within the business.
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