Service Charter

This charter sets down what knls is and what it does, and its commitment to provide the Kenyan communities with the highest quality and accessible services that the available resources will allow. Kenya National Library Service (knls) Board is a corporate body of the Kenya government that was established by an Act of Parliament Cap 225 of the Laws of Kenya (1965) to provide library and information services to the Kenyan public.

We in knls recognize that information is a basic commodity in everyone’s life, and we want to make sure that the services we provide are responsive to your needs and will translate to both individual and community empowerment. We want to provide these services to your satisfaction and take pride in the contribution that we will have made to your individual and national development, general well-being, and the economic growth of Kenya. This charter serves as a commitment that knls intends to live up to its mandate.

Download Service Charter Customer Complaints Channels


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Customer Complaints Resolution

knls recognizes the important role of feedback from the library clients and members of the public to improve the quality of the services we provide. Complaints are an important part of that feedback, and they help knls to identify and implement preventative strategies to minimize recurrent or systemic problems.

A complaint is any expression of dissatisfaction about any aspect of service, actions, or lack of action by the Kenya National Library Service as an organization or a staff member. Complaints may come from any member of the public who has a legitimate interest in knls. A complaint can be received verbally, by phone, by email, or in writing.

If a customer is unhappy with the services, they are encouraged to report using the following ways:

  • Consult the customer care personnel in the library branches
  • Talk to any of the staff either in person or by telephone
  • Drop comments in the suggestion boxes
  • Enter complaints in the complaint register available in all branches/departments
  • Send an Email to  where all concerns will be handled by the relevant person

Complainants are advised of their options to escalate their complaint to a more senior staff person if they are dissatisfied with treatment or outcome.

Where possible complaints will be resolved at the first point of contact. All staff at service points are empowered to resolve complaints.

If for any reason the complaint is not resolved at the first point of contact, then the complainant should seek an audience with the head of the branch or department.

If one is still dissatisfied with how the complaint has been handled, then one is free to escalate the complaint appropriately as follows:

Tier 1 – First contact resolution: All staff at service points are empowered to resolve complaints wherever possible.

Tier 2 – Investigation – : When one is dissatisfied with the manner in which the complaint has been handed at the service point then one can request to escalate the complaint to head of the concerned department or branch library.

Tier 3 – When the customer is not satisfied with the outcome from head of department or branch library then he/she is free to forward the complaint to knls head office complaints desk through email:

Tier 4 –   If the customer is not satisfied with the response from the complaints desk then the complaint can be escalated to the CEO/Director, knls through Tel no.: 0757 878 119 or email:

Tier 5 – External review: If the customer is still not satisfied then he/she will forward their complaint to the Commission on Administrative Justice (CAJ) on Commission on Administrative Justice/ Ombudsman

Telephone: +254-20-2270000, 2303000 or Toll-Free Line: 0800 221 349

Email: (for complaints)