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Ombudsman Mashinani Initiative successfully completed
The Commission on Administrative Justice - Office of the Ombudsman, Kenya successfully implemented the fourth phase of the Ombudsman Mashinani initiative between March and May 2026 across Nairobi County’s informal settlements with support from the International Ombudsman Institute. The initiative brought free Ombudsman services closer to underserved communities in Mathare, Mukuru Kwa Njenga, Mukuru Kwa Reuben, Kibra, Kawangware, Kangemi, Kiambiu, and Githogoro, significantly enhancing access to administrative justice at the grassroots level.
Through a series of Ombudsman Open Days, the Commission reached more than 3,500 residents, providing a direct platform for citizens to engage with Commission officers, lodge complaints, seek guidance, and learn about their constitutional rights to fair administrative action and access to information. The outreach strengthened public awareness of the Commission’s mandate and promoted greater understanding of available complaint-handling and redress mechanisms within informal settlements.
During the programme, the Commission documented 46 formal complaints relating to delays in service delivery, institutional inaction, unfair treatment, abuse of power, unlawful official conduct, and access to information concerns. Many complaints involved delays in obtaining identification documents, birth certificates, academic certificates, and responses from public institutions. The initiative enabled affected residents to access timely support and guidance on resolving their grievances.
The outreach further demonstrated the importance of community-based engagement in strengthening trust between citizens and public institutions. Residents interacted directly with Commission officers, received information on their rights, and gained confidence in available accountability mechanisms. The Open Days also created an important opportunity for civic education, with many participants learning about the Commission and its mandate for the first time.
The success of the initiative was reinforced through collaboration with community opinion leaders and Ombudsman Committee members who supported mobilization efforts and facilitated community participation. In addition, the Commission strengthened inter-agency cooperation by referring matters outside its mandate to relevant institutions including the Kenya National Commission on Human Rights, Kituo Cha Sheria, the Advocates Complaints Commission, and the Judiciary Ombudsman, ensuring that residents received appropriate assistance and support.
The Ombudsman Mashinani initiative demonstrated the value of bringing justice services closer to communities and reaffirmed the Commission’s commitment to promoting responsive, accountable, and citizen-centred public administration across Kenya.
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Source: The Commission on Administrative Justice - Office of the Ombudsman, Kenya
