How to File a Complaint
Follow our structured process for handling complaints
Regulatory Framework
The National Gender and Equality Commission (NGEC) provides a structured process for handling complaints related to discrimination, marginalization, inequality, and violations of equality rights. This is detailed in the National Gender and Equality Commission (Complaints Handling Procedure) Regulations, 2022.
Eligibility of Complaints
Nature of Complaints
The NGEC handles complaints concerning discrimination, differential treatment, marginalization, inequality, or any action or omission that undermines equal opportunities.
Complaints must relate to rights of equality and freedom from discrimination as guaranteed by Article 27 of the Constitution of Kenya.
Who Can Lodge a Complaint?
Individual
Acting on their own behalf
Representative
On behalf of a child, mentally impaired person, or group
Public Interest Entity
Acting in the interest of members
Procedure to Lodge a Complaint
You can file a complaint with NGEC through the following channels:
In Person
Visit any NGEC office and submit your complaint in writing or orally
Send your complaint to legal@ngeckenya.org
Online
Submit through the official NGEC online complaints portal
Post or Courier
Send via registered post or courier to the Commission's postal address
Required Information
Personal Details
Full name, contact details, and relevant identification
Details of the Complaint
Brief explanation of the violation, nature of complaint, and requested relief or action
Supporting Documents
Attach relevant evidence such as written statements or affidavits
What is Admissible?
Accepted: Complaints related to discrimination in access to opportunities or services
NGEC will reject frivolous, vexatious, or non-jurisdictional complaints within 14 days and notify the complainant of the reasons
Referred: Complaints outside NGEC's mandate (such as criminal matters) will be referred to the appropriate body
Not Admissible
The Commission does not admit or investigate complaints that are:
Tracking Your Complaint
Once a complaint is lodged, NGEC will:
Register the complaint and assign a sequential complaint number
Notify you of receipt and provide instructions for tracking
Update you on the status at each stage: admission, investigation, resolution, or rejection
Timelines for Handling Complaints
Initial Assessment
7 days to determine if complaint falls within NGEC's jurisdiction
Response
14 days from submission for NGEC decision notification
Investigation
21 days from admission for preliminary investigations
Resolution
90 days after investigation phase for complaint resolution
Appeals
14 days from receiving decision to file an appeal
Alternative Dispute Resolution
NGEC encourages resolution through mediation, conciliation, or negotiation for complaints where appropriate.
Parties will be invited to participate, and if successful, the resolution will be formalized in writing.
Confidentiality
Complainants can request the Commission to keep their complaint confidential. NGEC will ensure all personal details, especially of vulnerable persons such as children or individuals with disabilities, remain protected.
