KNEC Complaints Handling Procedure

KNEC Complaints Handling Procedure

The Kenya National Examination Council (KNEC) has launched an avenue through which clients’ concerns can be looked into successfully.

This avenue seeks to achieve customer satisfaction and smooth resolution of complains through this system also known as Complaint Handling Procedure.

This system goes through various stages before the final outcome is given. These stages include;

Stage 1: Front-Line Resolution

At this stage, customers can voice their complains via different channels. These channels may include;

• In person
• In writing
• Over the Phone
• Via Email
• Through Customer Relationship Management (CRM)

You can as well use any of the channels that have been approved by the Kenya National Examination Council (KNEC).

Stage 2: Investigation

After a customer has launched a complaint, the council will now take the following actions;

• The customer’s complain is recorded and indexed
• The customer is then directed to the relevant office handling the matter.
• The complain is logged both on the CRM system and departmental complaints register.
• The relevant office will now respond to the complaint swiftly.
• Once the department head has received the complaint, investigation starts immediately.
• Finally the customer will be issued with the findings of the investigation.

Customer Satisfaction Check

Once the complaint has been handled, if the customer is satisfied, the the CRM and the departmental complaints Register will be closed since the complaint has been successfully been solved.

If it happens that the customer is not satisfied, then the matter is taken up by the corporate Communication Division for further inquiry.

Its now the responsibility of the corporate Communications office to deliver the case to the management. The management will then inturn inform the customer of the decision.

KNEC Complaints Handling Procedure

Final Outcome

Customers who are dissatisfied are advised to seek assistance from elsewhere they deem fit. If the customer is okay with the outcome, the complain is closed on both the Departmental Complaints Register and the CRM.

In this new System, the Kenya National Examination Council intends that the clients’ complaints are solved faster and more efficiently for purposes of encouraging transparency and responsibility in complain resolution.