Ombudsman Commissions Expanded North Rift Regional Office in Eldoret, Vows Stronger Oversight and Faster Access to Justice

The Commission on Administrative Justice (CAJ), also known as the Ombudsman, has commissioned a new and expanded North Rift Regional Office in Eldoret, a move expected to significantly improve access to administrative justice, accountability, and public service delivery across the region.

The commissioning ceremony was led by CAJ Chairperson Charles Dulo , who said the new office marks a milestone in the commission’s decentralization agenda aimed at bringing services closer to citizens.

Dulo noted that the commission has operated in Eldoret for the last 10 years from limited premises, which constrained its ability to effectively serve the growing population and increasing number of complaints from the North Rift region.

“We started here a decade ago in a very small office. Today, we are moving into a bigger and more accessible facility to enhance service delivery and better respond to the needs of the people of this region,” he said.

Regional Coverage and Mandate

The Eldoret regional office will serve a wide catchment area covering Uasin Gishu, Elgeyo Marakwet, Nandi, Trans Nzoia, West Pokot, Baringo, and Turkana counties, handling complaints related to maladministration, abuse of power, unfair administrative actions, and denial of access to information by public institutions.

According to Dulo , the commission is currently handling approximately 3,200 complaints, with the majority linked to delays and failures in service delivery by government agencies.

“Many of the complaints we receive are about delays in the issuance of national identity cards, passports, land title deeds, and other essential public services. We also handle land and succession matters that have not gone to court, as well as complaints involving access to information,” he explained.

Access to Information and Anti-Corruption Efforts

The CAJ chairperson emphasized that access to information remains a core pillar of the commission’s work, noting that transparency is a powerful tool in the fight against corruption.

He explained that citizens seeking information from public institutions are required to formally write to the institution and copy the commission. If there is no response within 21 days, the commission intervenes.

“Our access to information team will engage the institution concerned, and where necessary, issue orders or determinations compelling the release of information. Openness reduces secrecy, and secrecy is where corruption thrives,” Dulo  said.

He further announced plans to conduct a national baseline survey to assess the level of openness and responsiveness of both national and county government institutions. The survey, he said, will help identify gaps in access to information and set benchmarks for improvement.

“This will be the first survey of its kind in Africa. Once information is available and systems are open, corruption is minimized and citizens are empowered to demand better services,” he added.

Collaboration With Other Institutions

Dulo reiterated that the commission works closely with other constitutional and independent bodies, including the Judiciary, Ethics and Anti-Corruption Commission (EACC), Office of the Director of Public Prosecutions (ODPP) and the Judicial Service Commission (JSC).

He clarified that complaints against judicial officers fall under the mandate of the JSC, but said CAJ maintains a referral and follow-up mechanism to ensure complainants receive feedback.

“When we receive complaints that fall outside our mandate, we refer them to the appropriate institution and follow up so that the complainant is not left in the dark,” he said.

County Governments Welcome the Office

Uasin Gishu Deputy Governor Evans Kapkea, speaking on behalf of county governments in the North Rift and the North Rift Regional Economic Bloc, welcomed the establishment of the regional office, saying it would ease the burden on courts and enhance alternative dispute resolution.

“Most of the cases we see in our courts involve land rights, succession, subdivision of land and title deeds. Having the Ombudsman closer to the people will help resolve many of these disputes without necessarily going to court,” Kapkea said.

He assured the commission of full support from county governments, including cooperation in addressing complaints and improving transparency in county operations.

“As county governments, we are committed to openness, especially on tenders and development projects. Where information is required, we will provide it and work closely with the Ombudsman to promote accountability and good governance,” he said.

Civil Society and Public Confidence

Civil society representatives present at the event lauded the Ombudsman for its role in recent high-profile investigations, including the First Choice recruitment and labour migration case, which exposed service delivery failures and alleged collusion by some public officers.

They described the investigation as a landmark case that demonstrated the commission’s effectiveness in protecting citizens from fraud and abuse of office, particularly vulnerable youth seeking employment opportunities abroad.

Public Engagement and Outreach

The commission announced that it would remain in Eldoret for two days to engage residents of the North Rift, receive complaints and compliments, and raise public awareness about its mandate and services. Ndung’o said the commission would also use local media platforms, including radio stations, to reach more residents.

“Many people still write to our Nairobi office yet their issues can be resolved here. We want people to know where we are, what we do, and how we can help them,” he said 

With the commissioning of the expanded Eldoret regional office, the Commission on Administrative Justice expects faster resolution of complaints, stronger oversight of public institutions, and improved access to justice for residents of the North Rift, reinforcing its role as a key pillar in promoting fairness, transparency, and accountable governance in Kenya.