The Public Procurement Regulatory Authority has announced that all complaints will be filled through a rolled-out online Complaints Management System effective from October 15, 2023.
The system is a self-service portal for the public to use in filling out procurement and asset disposal-related complaints.
In a statement, PPRA said the system gives “the complainant a platform to submit, query and manage complaints, view correspondence/notifications from PPRA.”
Furthermore, it allows the complainant to provide additional information that may arise before or during the handling of the complaint and manage their profiles.
“The information captured in the portal will be secured with the utmost level of confidentiality and will be purely used for purposes of complaint handling,” PPRA stated.
The solutions in this system offer diverse feature sets designed for complaint case management, reporting, and resolution
The CMS is accessible online through the link https://cms.ppra.go.ke
Stakeholders can access the User Manual from the authority’s website on the link https://ppra.go.ke
Once you click on the CMS link, you are able to report a complaint either anonymously or by logging in or signing up.
CMS provides a means to link issues to customers so they are notified when their complaint has been addressed, prioritise complaints using a variety of criteria, alert service personnel and deploy assets to solve those issues and keep records of complaints for further analysis.
CMS will be used to accept, categorize, document, and track customer complaints from initiation through resolution.
This is accessible through an intuitive dashboard.
These dashboards may include capabilities like searching, filtering, and assigning of cases based on reviews from managers or the support staff.
Each individual case will include the relevant information for the user, such as customer contact details, the specifics of the complaint, and notes on any actions being taken in response.
They may also include case priority or urgency tags that can help determine the turnaround time for resolutions and the order in which PPRA should handle each task.
PPRA is mandated to investigate and act on complaints received on procurement and asset disposal proceeding entities, tenderers, contractors, or the general public that are not subject to administrative review.
It is established under Section 8 of the Public Procurement and Asset Disposal Act, 2015.
It is mandated to monitor the public procurement and asset disposal system, report on its overall functioning, recommend areas of improvement, and enforce any standards developed under the Act.