Visiting the CCK site leaves few surprises. If you want to complain, the consumer section (http://www.cck.go.ke/consumer_center/) takes you to a link to file a complaint (http://www.cck.go.ke/consumer_center/). This particular and typical implementation of e-government unsurprisingly expects you to

  1. Download the form (a PDF)
  2. Fill it in (it is not even a PDF form. You'll have to fill it in by hand/typerwiter)
  3. Post it to CCK at your cost
Presumably, someone at CCK will
  1. Collect all these forms
  2. Open and key them in somewhere (assuming there is a database of sorts for this sort of thing)
  3. Take action
  4. Respond to the complainant upon resolution
It is also not clear how to track the status of complaints while being addressed

In this era of real time cheque clearing, electronic payment and broadband internet such a token attempt at customer service boggles the mind.

It is in everyone's best interests, including the CCK to completely automate this procedure. This should be something done completely online Users would then:
  1. Browse to the complaint section
  2. Enter their information (In my dream world one day all goverment databases will be integrated so I can just provide my PIN)
  3. Select from a list of providers (Currently I have to do extra work to find out the provider's details)
  4. Select from the type of complaints
  5. Provide commentary and upload supporting documents
  6. Be assigned a case number that they can use as a reference to track status online
  7. Be able to browse providers by complaints -- suitably anonymized, perhaps just the complaint types and unsettled issues and make informed decisions
  8. Providers can even be granted logins to the portal or the data can be sent to them via email or RSS for action
  9. Be able to get some metrics (both from CCK as well as end user perspectives) as to
    1. How quickly providers close issues
    2. Which providers are complained about the most
    3. What are the most common complaints across providers
    4. Which sector raises the most issues



On Fri, Oct 9, 2009 at 11:46 AM, Solomon Mburu <solo.mburu@gmail.com> wrote:
I also have the same query regarding the complaints. As we wait for
the regulations to be passed and be part of the existing laws, where
will the suffering subscribers really take their complaints?
If CCK could offer a clear 'ad hoc' place where such complaints could
be sent and acted upon, it would be grateful as there is nothing right
when people complain and there is no place to take a complaint.

Maybe Dr. Ndemo can shed some light on this.

My little thoughts