ESCALATION PROCESS

CONTACTS

RESPONSE

1.

Complaint Resolution Lead Officer

0795012568 – Cecylia Tinega: Office Admin

Ruth Muia: RPC Committee Chair

Dr Alfred Karagu: CEO NCI-K

NCI-K Board Chair

1^st Line Support

2^nd Line Support

3^rd Line Support

4^th Line Support

2.

Call to 1^st Line Support

Contacts as above

Response-Immediately

Within 1 minute

3.

Visit NCI-K Office

Contacts as above

Within 10 minutes

4.

Email

[email protected]

Response-Within

3 days

5.

Filling of complaints & compliments feedback form

NCI-K Reception/Admin desk(1^st Line Support)

Response within 7 days where contact are available and\ or address by complaint Resolution Committee.

6.

Social Media/website

1^st Line Support)

Address by Complaint Resolution Committee