| SNo | Frequently Asked/Received complaints | Possible Causes | Solutions |
| 1 | Letter not available | Ø Errors in the KNEC code
Ø Failure to select the correct County or sub County where the learner sat KCPE
Ø Failure to apply the correct link based on the category of school where the learner was placed.
Ø Poor internet connectivity or low bandwidth
Ø System congestion | Ø Contact support Centre |
| via E-mail: | |||
| placement@education.g | |||
| o.ke | |||
| Ø Confirm the correct | |||
| County or Subcounty | |||
| from the KCPE results of | |||
| learner | |||
| Ø Ensure that the correct | |||
| link is selected as per | |||
| category of school. | |||
| Ø Ensure enough bandwidth | |||
| or internet connectivity | |||
| Ø Try accessing system | |||
| during off peak hours |
| 2 | Learner placed in a school that he/she never chose | Learners are placed based on Merit, choice and availability of vacancy | |
| Ø There was no vacancy in the school of choice | Ø Encourage learner to report to the school where they were placed or submit request in preferred school | ||
| Ø Some learners fail to select any school |
Ø Confirm the choices first – this can be done at the primary school | ||
| Ø Some learners allege that they didn’t chose the school while they actually did. | |||
| 3 | Request to change school | Ø Distance of school from home, especially for disabled parents Ø Medical conditions Ø Individual preference | Place request in school of preferred choice |
| 4 | Wrong Gender placement | Ø Error emanating at the point of KCPE registration at the school. | Ø Refer to the CDE Ø Primary School to initiate correction of the anomaly by writing to KNEC |
| 5 | Placement in a sub county school away from learner’s own home county. | Ø Change of location by the parent Ø Wrong choice by learner | Refer to the SCDE |
| 6 | Special Need Education (SNE) learner placed in SNE school that doesn’t match the disability or placed in non-integrated school | Ø Wrong choice by learner Ø Wrong coding of disability | Refer to Director, Special Needs Education |
| 7 | Placement of a learner from a regular school to SNE school. | Wrong choice by learner | Refer to CDE |
| 8 | Twins placed in different schools against their expectations. | They system treats them as individuals | Parent to place request in preferred school. |
| 9 | Learners with lower marks placed in preferred school as opposed to the ones with higher marks while both were in the same school | Ø Merit Ø Choice Ø Quotas Ø Affirmative action | Encourage learner to report to the school where they were placed or submit request in preferred school |
| 10 | Request for sponsorship. | Lack of awareness on the various Government, non-government bodies, private institutions that offer scholarships | Refer to various institutions that offer sponsorship e.g. Elimu Scholarship, Jomo Kenyatta Foundation, Wings to Fly, NGCDF, KCB,Cooperative bank, County Governments etc |
| 11 | Downloading joining instructions is tantamount to acceptance of joining that school and effectively locks out one from changing schools. | Lack of information | This is a misconception. |
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