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October 28, 2016….. new online complaints portal for the general public, Sacco members and saccos to be able to manage complaints is in place.


The portal, being introduced as part of ongoing improvements to SASRA services to Sacco members and the general public and will allow SASRA to view complaint details, share information with aggrieved Saccos, confirm resolutions; and access decisions on complaints.


The public and Sacco members will be able to manage their complaint through the portal, enabling them to keep track of what stage the complaint is at. The portal is one of the business transformation initiatives being rolled out by SASRA to help it ensure satisfaction levels of its stakeholders are well managed. In addition, it should help the Authority improve its data reporting and analysis while reducing the number of cases that may be due to miscommunication or non-adherence to business processes by Saccos.


Acting Chief Executive Officer, John Mwaka, said: “We are constantly looking at ways in which we can make our service as efficient as possible. The portal is one of the key innovations we’re making to achieve this goal.”


The portal is expected to benefit the general public, Sacco members and Saccos, ultimately making life easier for everyone involved in the complaint process. Further accessing the portal is easy and is available under our complaints section of the website via http://www.sasra.go.ke/ComplaintsHandling.


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Notes for Editors


The Sacco Societies Regulatory Authority (SASRA) is a statutory state corporation established under the Sacco Societies Act (Cap 490B) of the Laws of Kenya and came into full operation on 18th June 2010. The Authority is charged with the role of regulating, licensing and supervising deposit taking Sacco Societies (popularly known as Front Office Service Activity or FOSA) in Kenya.


The establishment of SASRA, which falls within the Government of Kenya’s reform process in the financial sector, has the objectives of protecting the interests of Sacco members, ensuring that there is confidence in the public towards the Sacco sector and spurring Kenya’s economic growth through mobilization of domestic savings.

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