By Michelle Ndaga
The Commission on Administrative Justice (CAJ), in collaboration with the Kenya National Highways Authority (KeNHA), has rolled out a five-day training workshop in Naivasha to boost complaints handling and service delivery at weighbridges across the country.
Led by CAJ officials Ms. Roselyn Wanjiru and Mr. Kipkogei Koech, the program running from August 18 to 22, 2025 targets newly recruited weighbridge communication staff.
It is designed to equip participants with practical skills in customer complaints management, professionalism, and stakeholder engagement.
The training also brings together Weighbridge Operations Managers, Cluster Managers, and KeNHA staff, underscoring the Authority’s commitment to enhancing accountability and efficiency in operations.
Officials said the initiative is a key step toward strengthening transparency and improving the public’s experience at weighbridges, which play a critical role in regulating axle loads and protecting road infrastructure.
“Effective complaints handling is central to building public trust and ensuring service delivery meets the highest standards,” said Ms. Wanjiru, noting that the program seeks to instill a culture of responsiveness among frontline staff.
KeNHA highlighted the workshop as part of its broader reforms aimed at streamlining weighbridge operations, curbing corruption, and promoting professionalism in dealing with road users.
The initiative reflects a growing emphasis on institutional capacity building within the transport sector, where weighbridges remain vital points of interaction between the public and regulatory authorities.
The training will conclude on Friday, August 22, with participants expected to apply the skills acquired to foster efficiency and professionalism across all KeNHA weighbridges nationwide.
