Our Commitment to You
KMFRI’s Citizen Service Charter sets out the standards of service you can expect when interacting with the Institute. The charter is available in both English and Kiswahili, ensuring all Kenyans can access and understand our commitments and obligations. It covers service turnaround times, quality standards, and channels for feedback and inquiry.
Download the Service Charter
KMFRI Service Delivery Charter (English)
English version of the KMFRI Citizen Service CharterMkataba wa Huduma kwa Raia (Kiswahili)
Kiswahili version of the KMFRI Citizen Service CharterComplaints & Feedback
How to Register a Complaint
If you are dissatisfied with our service standards, please register your complaint at the KMFRI Complaints Desk (open Mon–Fri, 8 am – 5 pm) located at any KMFRI station, or use our digital platforms and easy-to-fill customer service feedback forms. You may also drop your complaint in the designated complaints box at the reception area.
Email: complaints@kmfri.go.ke