Compliance with Complaint Management Standards in Local Government Authorities in Tanzania: Examining Enforcement Means and Institutional Practices in Bahi and Mpwapwa District Councils

Abstract

This study examined the enforcement of complaint management standards in Tanzanian local government authorities, focusing on senior leadership roles in the Bahi and Mpwapwa District Councils. It assessed strategies for appointing and empowering complaints management officers, presenting reports in Council Management Team (CMT) meetings, integrating complaints handling into development plans, and enforcing accountability for noncompliance. Using an explanatory case study design and a mixed-methods approach, quantitative and qualitative data were analysed. Findings indicate that complaints officers were formally appointed and trained, but reports were rarely discussed at departmental or CMT levels. Complaint management was also weakly integrated into development planning and largely excluded from budgeting processes. The study recommends institutionalising complaint management within the Administration and Human Resources Division, making the responsible officer a permanent CMT member, and establishing an internal oversight body comprising the District Executive Director, councillors, and the council chairperson to strengthen accountability and ensure effective enforcement.