The National Youth Service has announced the procedures to be followed when handling a complaint.
Taking to their X account, NYS explained the steps.
NYS also provided the channels through which the complainants will express their issues.
"Use Twitter/ X- @NYS-Ke, Facebook-Kenya National Youths Service, Email: [email protected]," the youths service wrote.
Here are the steps
Step 1
The customer submits a complaint through official channels, e.g. walk-in, e-mail, telephone and social media.
Step 2
The complaint is received and acknowledged with its receipt offered within three working days.
Step 3
Documentation and Assessment of the complaint handling committee determines whether the complaint falls within the mandate of NYS.
If the complaint is not resolved, the case is escalated to the relevant technical office.
Step 4
The complaint is received by the relevant office-the relevant office acknowledges receipt within 3 working days and records it.
If the complaint is resolved, the root cause of the complaint is established and corrective action is taken after which the case is closed.
If the complaint is not resolved, the case is escalated to the office of the director general.
Step 5
The office of the Director General reviews the cases and gives directions on resolution.
The DG also communicates officially to the complainant.
Records and reports are then submitted to the CAJ.
Last year, the Public Service Cabinet Secretary Moses Kuria, said NYS would establish a call centre under the Pasha Programme to be stationed at the Headquarters.
He said that the call centre will handle feedback and complaints about public service delivery.
He said the ministry will identify employment opportunities in the government, and private sector as well as employment opportunities outside Kenya for NYS graduates.
"Guards manning government offices and buildings must be drawn from NYS to help in their absorption," Kuria added.
