What to Know About ‘Mbaza’, the Digital Platform Expected to Solve Citizens’ Complaints in Rwanda

The Ministry of Local Government (MINALOC) has announced the launch of a new digital platform called Mbaza, designed to help Rwandans submit complaints, track their progress, and receive feedback from responsible institutions without physically visiting offices.

The platform, accessible via mbaza.gov.rw, will officially begin a pilot phase on January 20, 2026, targeting residents of Kigali City. It is expected to be rolled out nationwide by February 2026.

Mbaza Will Complement Existing Complaint Channels

MINALOC clarified that Mbaza will not replace existing citizen engagement mechanisms, such as community assemblies and administrative offices. Instead, it introduces technology to speed up service delivery, reduce delays, and limit unnecessary movement by citizens seeking solutions.

According to MINALOC, the platform aims to address long-standing challenges where citizens submit complaints but struggle to know which stage their issue has reached.

Reducing Long Queues and Administrative Delays

Ariane Mugisha, Director of Information Technology at MINALOC, told IGIHE that Mbaza is expected to significantly reduce long queues that often form when leaders visit communities.

“Previously, citizens raised issues during community assemblies. If they were not resolved, they were escalated to higher levels. The challenge was that citizens had no easy way to follow up without traveling from one office to another,” she explained.

She noted that some citizens would move from cell to sector, district, and even ministry offices, while others waited for the rare opportunity to raise issues during presidential visits.

“That is why you often see citizens lining up and emotionally narrating their problems when leaders visit. Mbaza aims to fix this gap,” Mugisha added.

How the Mbaza Platform Will Work

Mbaza is an online platform where citizens will first create a personal account by providing required identification details. Once registered, users can submit their complaints directly through their accounts.

Each complaint must include:

• The location of the citizen
• The institution concerned
• A clear description of the issue

Once submitted, the complaint is automatically forwarded to the responsible authority for action.

Five Working Days to Receive Feedback

MINALOC has set a maximum response period of five working days. Citizens will be able to track progress through their Mbaza accounts.

Users will receive notifications through:

• Their Mbaza account dashboard
• SMS alerts on their mobile phones, if selected

If a complaint exceeds the five-day limit without action, the system will automatically notify MINALOC, prompting follow-up and accountability.

“It is unacceptable for a citizen to submit a complaint on Monday and hear nothing by Friday. The system will alert us if deadlines are missed so we can intervene,” Mugisha said.

Support for Citizens Without Digital Access

To ensure inclusivity, Mbaza will also be accessible through Irembo service centers. Irembo agents will assist citizens who lack digital skills or access to smartphones and computers.

Citizens can submit complaints at Irembo offices and later return to check updates with assistance. They will also receive a tracking code to monitor progress independently.

Local leaders will also help upload unresolved complaints from community assemblies into the Mbaza system.

Future Expansion: Anonymous Reporting and Public Announcements

MINALOC plans to expand Mbaza in two additional phases.

The first will introduce anonymous reporting, allowing citizens to submit information without revealing their identity. This feature will support reporting emergencies or public concerns such as accidents, unsafe situations, or governance issues.

Citizens will be able to submit:

• Photos
• Videos
• Audio recordings
• Written messages

The second phase will create a centralized government announcements section, bringing together public notices from all government institutions in one place. This will eliminate the need for citizens to follow multiple platforms or websites.

A Step Toward Digital Governance

MINALOC believes Mbaza will strengthen transparency, accountability, and citizen engagement, while easing access to public services through technology-driven solutions.