Grievances Redress and Feedback Mechanism (GRM) Guidelines/Toolkit

County Government of Vihiga has today established a Grievances Redress and Feedback Mechanism (GRM) Guidelines/Toolkit that seeks to address challenges posed by the onset of devolution, where residents previously lacked structured avenues to register their complaints.

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‎With the introduction of GRM guidelines, residents will now have access to systematic channels to formally present their grievances and receive timely and relevant responses from relevant persons.

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‎The framework for managing these complaints started through the efforts of the Directorate of Public Participation and Civic Education in collaboration with Tisa Kenya

‎It involved the formation and training of County GRM committees, gradually moving to Sub County levels and with plans to extend it further to Ward and Village levels.

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‎Chaired by Sub County Administrators, the Sub County GRM committees comprise of Heads of Departments, Representatives from the National Government and are responsible for registering grievances, channelling them to the appropriate departments and ensuring feedback to the complainants.

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‎In addition to the committees, the County Government has provided multiple platforms for grievance registration and resolution, including a toll-free number at the 24-Hour Call Centre, Vihiga FM Radio, a Customer Care desk and various social media platforms managed by the County Government.