How to Contact Us:

Our Contact address:

Kaduna State Primary Health Care Development Agency,

Adjacent to Kaduna State University,

No. 64, Tafawa Balewa Way,

Kaduna.

E-mail

info.phc@kdsg.gov.ng

We welcome your feedback


InquiryComplaintsSuggestions

Feedback and Complaints Procedure:

Clients can complain or make suggestions for improvement, regarding the services we provide. Complaints can be made by SMS, Phone, in writing or verbally in person.

The following procedure is in place to handle customers’ feedback, suggestions and complaints.

  1. We would listen to what you, our clients tell us and maintain appropriate confidentiality on all complaints received. For each complain / suggestion, we would “put in our best to make it right, every time”.
  2. We would not discriminate against any resident, when treating complaints or suggestions made, and we would ensure equity when handling clients who are dissatisfied with our services.
  3. We encourage clients to route complaints through the established channels. (List of contacts provided at the end of this charter).
  4. All members of staff working at the Agency Headquarter and PHC Centre levels, covered by this charter are empowered to make decisions within their schedule of duties and promptly refer complaints or grievances beyond their responsibilities to the respective authority for resolution.
  5. Accordingly, all complaints and grievances within the authority of the immediate member of staff shall be resolved immediately after the complaint is lodged.
  6. Other complaints requiring referrals to higher authority shall be resolved within 72 hours.
  7. All complaints and grievances involving refund and or requiring disciplinary action on an officer shall be resolved within two weeks.
  8. Suggestion boxes are provided at strategic service windows in the Agency and the Health Facilities. Clients are strongly encouraged to drop their suggestions, complaints or grievances in the suggestion box for service improvement.
  9. Suggestions and or complaints could also be made verbally to, or in writing and given to members of the Facility Health Committee closest or accessible to clients.
  10. Clients are also free to send their suggestions, complaints and grievances directly to The Executive Secretary through the following number 09074888330
  11. We would seek your feedback through periodic client survey and / or stakeholders’ forum. We also encourage you to endeavor to send recommendations on ways we can better our services, to the addresses listed at the end of this charter.
  12. All complaints/feedback/recommendations from clients will be captured into our feedback register by the Service Charter Desk Officer.