Unresolved Public Complaints Erode Trust in Kenya’s Institutions, Leaders Warn
Kenyan leaders and governance experts are calling for public institutions to resolve citizens’ complaints, honour commitments and demonstrate tangible results, warning that public trust cannot be restored through promises and transparency alone.
Speaking during the opening day of the Trust Summit: Nairobi Dialogue on Global Trust, which runs from October 21 to 23, officials said institutions must make citizens active participants in decision-making and ensure that accountability processes lead to corrective action.
“This is not a summit of convenience. It’s a summit of necessity,” said Dr Abraham Korir Sing’Oei, Kenya’s Principal Secretary for Foreign Affairs, highlighting the urgency of rebuilding confidence amid inequality, geopolitical tensions and declining public trust.
Held under the theme “Weaving Trust: Binding Strands for a Stronger Global Order,” the summit has brought together government representatives, civil society organisations, businesses, academics, young people and multilateral institutions to explore practical ways of restoring confidence in governance and international cooperation.
Accountability must deliver results
Auditor-General Nancy Gathungu said trust depends on credible information and action throughout the accountability process, with audit findings and oversight reports needing to translate into improvements rather than remain compliance exercises.
Dr Priscilla, Director of the Communications Authority of Kenya, said institutions must work together to address public concerns instead of treating accountability as the responsibility of a single organisation.
“Trust does not stop with complaints. It stops when the complaint has been resolved,” she said, warning that unresolved and recurring complaints risk deepening public mistrust.
Dorothy Jemator Kimengech, Vice-Chairperson of the Commission on Administrative Justice, said citizens also need clear information about the responsibilities, structures and projects of public institutions to understand their work and assess their performance.
Kenya Bureau of Standards Chief Executive Esther Ngari noted that public confidence is closely linked to the reliability of services and standards, observing that institutional failures often attract more public attention than successful performance.
“When standards work, no one recognizes, but when they fail, that is when questions arise,” she said.
Felix Koskei, Chief of Staff and Head of the Public Service, said public institutions must lead by example in complying with the rules they enforce.
“A regulator that demands compliance from others must be an example of compliance,” he said.
Public participation must influence decisions
The discussions also highlighted the need to make public participation meaningful, with leaders arguing that citizens should retain their ability to influence government decisions beyond voting during elections.
At the Democracy Baraza, Government Spokesperson Charles Owino said democratic power ultimately belongs to citizens and should be exercised in the public interest.
“Democracy is always for the public good. Democratic power lies with you, the citizens,” he said.
Duncan Ojwang’, chairperson of the Independent Policing Oversight Authority, called for inclusive participation that gives all citizens an opportunity to contribute, rather than allowing the loudest voices to dominate consultations.
“Let us not turn public participation to the noisiest, let it be universal,” he said.
Transparency International Kenya Executive Director Sheila Masinde said public participation should be treated as a democratic right rather than an inconvenience to public officials.
“When I vote for you, I trust that you will deliver in the mandate you are seeking,” she said.
Clarise Ogangah, chairperson of the Kenya National Commission on Human Rights, added that citizens do not surrender their democratic power after electing leaders but continue to exercise it through public participation.
Mzalendo Trust Executive Director Caroline Gaita warned that consultations risk becoming symbolic when institutions fail to explain how public contributions influence decisions.
“Participation without a feedback loop is not engagement; it’s attendance,” she said.
The discussions underscored the importance of showing citizens how their contributions shape policies, budgets and public services, while providing feedback on decisions made after consultations.
Uganda’s Vision Group Chief Executive Don Wanyama also highlighted the media’s role in supporting public participation and scrutiny by providing information that enables citizens to engage with governance processes.
Trust is essential for business and investment
Beyond government, the summit examined how confidence in regulators, businesses and financial institutions affects investment, entrepreneurship and economic growth.
Clare Akamanzi, chief executive of NBA Africa, said organisations must provide evidence that they are delivering on their commitments rather than relying on announcements.
“Announcements are not enough. Do the public believe you will deliver on the promises made to them,” she said.
Venture capitalist and startup builder Sean Karanja linked trust to integrity in business relationships, saying he wanted to support entrepreneurs whose practices matched their promises.
“I want to deploy truthful capital to truthful entrepreneurs,” he said.
The discussions highlighted how reliable institutions and credible rules can help businesses make investment decisions, build partnerships and operate with greater confidence.
Africa seeks a stronger voice in global decisions
The summit is also examining how international institutions can become more representative of the countries and communities they serve.
Africa, which comprises 54 countries and more than 1.4 billion people, does not have a permanent seat on the United Nations Security Council. The continent continues to push for a stronger role in decisions affecting development finance, debt, climate action and global security.
Sing’Oei has argued that the legitimacy of multilateral institutions depends on whether they adequately represent the people and countries they serve.
Participants are exploring how regional cooperation through the East African Community and the African Continental Free Trade Area can strengthen Africa’s collective influence, expand economic opportunities and support African-led solutions.
Summit seeks commitments that can be monitored
The meeting aims to move beyond discussions towards measurable commitments that can be tracked after the summit concludes on October 23.
A proposed Nairobi Call to Action on Global Trust is expected to advance an evidence-based approach to rebuilding confidence, including encouraging institutions to review and correct inaccurate assumptions in their data, risk assessments, governance systems and public narratives.
The discussions also address the participation of young people, women, persons with disabilities, displaced populations and communities that have historically been excluded from decision-making.
Awel Uwihanganye, chief executive of The Trust Summit, called on African institutions and citizens to recognise the continent’s capabilities and strengthen confidence in its courts, universities, regulators and financial institutions.
He also urged young Africans to take an active role in shaping the continent’s future.
“Let us trust one another until we are given a reason not to,” he said.
Senate Speaker Amason Jeffah Kingi said trust is ultimately measured by whether institutions meet the legitimate expectations of the people they serve.
“Trust is a belief that my legitimate expectations will be met within a reasonable time,” he said.
As the summit continues, participants are seeking ways to monitor institutional commitments, report progress and sustain accountability beyond the Nairobi meeting.
The ultimate test, however, will be whether the discussions translate into better public services, more inclusive decision-making, stronger economic opportunities and visible improvements in the relationship between institutions and the people they serve.
