About THE SCHEME
Kenya School of Government Staff Retirement Benefits Scheme (Formerly Known as Kenya Institute of Administration Staff Retirement Benefits Scheme) was established by a Trust Deed dated 15th July 2003 between the Founder and the Trustees at the time. The Trust Deed has since been amended as follows:
a. By a supplemental trust deed dated December 2008 made between the Founder and the Trustees at the time the Original Trust Deed was amended.
b. By a revised Trust Deed and Rules dated 1st December 2010 made between the Founder and the Trustees at the time the Original Trust Deed was amended.
c. By a deed of amendment dated 9th December 2015 made between the Sponsor and the Trustees at the time the Original Trust Deed was amended.
d. By a deed of amendment dated 18th May 2021 made between the Sponsor and the Trustees at the time the Original Trust Deed was amended.
The Scheme is constituted in Kenya as a Defined Contribution Scheme and the main purpose of the Scheme is the provision of pension and other retirement benefits for Members upon their retirement from the Sponsor’s service and relief for the Dependents of deceased Members.
SCHEME STATISTICS
complaint management tiers
TIER 1: COMPLAINT RESOLUTION AT FIRST POINT OF CONTACT
- The Secretariat shall resolve all complaints at this stage within two working days from the date of acknowledgement.
- If a complainant remains dissatisfied following attempts to informally resolve, their complaint will be moved to the Tier 2 of the process.
TIER 2: COMPLAINT RESOLUTION BY TRUST SECRETARY
- It is the responsibility of the Trust Secretary to manage Tier 2 complaints via Complaints, Compliments and Suggestion Procedures.
- This will be resolved withing five working days from the receipt of the complainant’s dissatisfaction.
- If a complainant remains dissatisfied following attempts to resolve the complaint, their complaint will be moved to the Tier 3 of the process.
TIER 3: COMPLAINT RESOLUTION BY BOARD OF TRUSTEES (BoT)
- It is the responsibility of the Board of Trustees (BoT) to oversee complaints that have not been resolved at Tier 1 and Tier 2.
- This will be resolved within 4 months from the receipt of the complainant’s dissatisfaction.
- If a complainant remains dissatisfied following attempts to resolve the complaint, their complaint will be moved to the Tier 4 of the process.
TIER 4: COMPLAINT RESOLUTION BY EXTERNAL OVERSIGHT AGENCY
- If a complainant remains dissatisfied with Tier 3 resolution, they may lodge their dissatisfaction with external oversight agencies such as Retirement Benefits Authority (RBA) or relevant agencies.
- Board of Trustees will be informed of any outcome by RBA or a relevant agency.