HOW TO COMPLAIN


The Authority considers complaints alleging misconduct or neglect of duty by the Police, or about Police practices, policies, and procedures affecting the complainant.

The Authority also considers incidents of death and serious injury caused by Police action. The Police have to inform IPOA about these incidents. The Authority  can also investigate on its own motion.

How to Complain

You can make a complaint to the Authority online, in writing, by email or telephone.To make a complaint online, use our online complaints form. You can also download a complaints form to fill out and send in.

Other ways to raise complaints on policing include:

a)Phoning our Complaints Management Team on +254 792 532 626/627; +254 773 999 000; +254 772 333 000; +254 780 490 600/601  to make an oral complaint.

b)Email to complaints@ipoa.go.ke

c)Writing a letter to the Independent Policing Oversight Authority, P. O Box 23035-00100, Nairobi, Kenya

d)Visiting a police station to make a complaint is also encouraged (it may be worth trying to resolve your complaint directly with the Police, but you are still entitled to make a complaint to IPOA).

e)Making a complaint to the Ombudsman.

Information to include in your Complaint

When you make a complaint, you’ll need to provide:

a)your name and contact details

b)details of the incident you want to complain of, including when it happened, what happened, and who was involved.

It is also helpful to provide:

a)the name or any other identifying details of the officer you want to complain about and any other relevant person (such as witnesses)

b)any relevant evidence such as photographs or doctors’ reports.

The Authority sometimes receives complaints that are outside its jurisdiction or can be more easily resolved elsewhere. For inquiries that are unrelated to Police conduct, the following contacts may be helpful.

To contact the Police for crime, lost property, tenancy disputes etc

a) The Inspector General: commissioner@kenyapolice.go.ke

b)Police Spokesman: spokesman@kenyapolice.go.ke

c)Complaints: complaints@kenyapolice.go.ke

d)Customer Care Desk: customercare@kenyapolice.go.ke

e)Web Enquiries: webmaster@kenyapolice.go.ke

f)For accidents contact the Red Cross – EMERGENCY HOTLINE 1199, 0700395395, 0738395395 or dial 999

g)For fire emergencies – Kenya Fire Brigade number: 020 – 2222181

h)For advice about criminal charges, court proceedings or other legal matters, contact a lawyer

i)To discuss speeding fines or infringement notices. – Emergency: 020-2222181 Email:info@nairobi.go.ke

j)To discuss parking fines –  Emergency: 020-2222181 Email: info@nairobi.go.ke

‘Misconduct’ includes using of unreasonable force, corruption, dishonesty, perjury, threats or harassment, unlawful arrest, and a wide range of other acts.

‘Neglect of duty’ includes failure to investigate, failure to prosecute or respond to a crime, failure to provide proper care for people in custody, and failure to notify a person of a matter affecting them (such as a Court appearance).

What is ‘practice, policy, and procedure’

The Police are required to follow General Instructions and a range of other policies and directives from the Inspector General  and their Commandants.

When the Authority considers complaints, it considers whether there have been any breaches of these instructions and directives.

Breaches of practice, policy and procedure can range from trivial to serious. Sometimes, even if the Authority does not find misconduct or neglect of duty, it does find breaches of Police policies.