Vihiga County Launches Grievances Redress and Feedback Mechanism to Strengthen Public Participation
The County Government of Vihiga has taken a major step to improve citizen engagement by establishing the Grievances Redress and Feedback Mechanism (GRM) Guidelines/Toolkit. The initiative, aimed at addressing gaps in service delivery and public participation, provides residents with structured channels to lodge complaints and receive timely responses—an effort that comes five years after devolution highlighted the need for systematic citizen feedback mechanisms.
The GRM framework, developed by the Directorate of Public Participation and Civic Education in partnership with Tisa Kenya, involves the creation and training of County GRM committees that operate at multiple levels. Initially implemented at the county and sub-county levels, the plan is to extend the program to wards and village units to ensure that every resident has access to grievance reporting. Sub County Administrators chair the committees, which include Heads of Departments and representatives from the National Government. These committees are tasked with registering complaints, forwarding them to the relevant departments, and ensuring that feedback is provided to the complainants.
In addition to the committee structure, Vihiga County has introduced multiple platforms to facilitate grievance registration and resolution. Residents can now submit complaints via a toll-free number at the 24-hour County Call Centre, Vihiga FM radio, the Customer Care desk, and official social media channels managed by the county government. This multi-channel approach ensures that citizens can engage with county leadership conveniently and transparently, promoting accountability and faster resolution of public concerns.
County officials say the introduction of the GRM Guidelines represents a milestone in strengthening citizen participation, enhancing governance, and fostering trust between the county government and its residents. By streamlining complaint management, the county aims not only to address issues promptly but also to identify systemic challenges that can inform policy and service improvements. Residents are encouraged to take advantage of the initiative, which reflects Vihiga County’s commitment to participatory governance and responsive leadership under the devolved system.