TUM Public Complaints Committee recently held a session on effective complaints handling with the members of staff. The session was aimed at addressing and creating awareness to the University members of staff on effective complaints handling management according to the guidelines of the Commission on Administrative Justice (CAJ) “Office of the Ombudsman”.
Among the issues addressed were: understanding the meaning of complaints, types of complaints, value of complaints, facts about complaints, key figures about complaints, benefits of receiving and resolving complaints and complaint handling procedure among the rest.
During the session Mrs. Juliet Wanyonyi Ag .Dean of Students, a member of the public complaints committee and the main speaker of the session on behalf of the TUM Public complaints committee, accentuated on the benefits of receiving and resolving complaints which translates to: right a wrong, strengthen internal systems and processes, uphold citizens rights to quality service and improved service delivery among others, which in turn helps an institution in achieving its vision and mission. She also urged the members of staff to familiarize themselves with the public complaints materials that could be easily accesses in the University Website such as the brochure and the complaints form, for in-depth information of the functions and roles of the public complaints committee.
Staff members were also encouraged to lodge their complaints with the committee where they were assured of effective and efficient services, fair and unbiased treatment, respect for privacy and confidentiality of information. Mrs. Wanyonyi encouraged the staff members present to inculcate in them a desire to serve both internal and external customers towards exceeding customer expectation as this would lead to fewer complaints and achieve better corporate governance and better customer relations.