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 |
1st Line Support 2nd Line Support 3rd Line Support 4th Line Support |
2. |
Call to 1st Line Support |
Contacts as above |
Response-Immediately Within 1 minute |
3. |
Visit NCI-K Office |
Contacts as above |
Within 10 minutes |
4. |
|
Response-Within 3 days |
|
5. |
Filling of complaints & compliments feedback form |
NCI-K Reception/Admin desk(1st Line Support) |
Response within 7 days where contact are available and\ or address by complaint Resolution Committee. |
6. |
Social Media/website |
1st Line Support) |
Address by Complaint Resolution Committee |
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