The Ministry of Local Government (MINALOC) has launched Mbaza, a new online platform that allows citizens to submit questions and complaints directly to government institutions and receive timely responses without visiting offices in person.
The platform, accessible at mbaza.gov.rw, was officially unveiled on Tuesday, January 27, 2026, in a pilot phase for residents of Kigali City. MINALOC says the pilot will run for one month before expanding to other districts.
The launch event in Masaka Sector was led by Minister of Technology and Innovation Paula Ingabire, who explained that the platform is designed to save citizens time and money while reducing unnecessary travel to government offices.
“The main goal of Mbaza is to ensure that citizens no longer have to wait to attend council meetings for their issues to be addressed. With just a phone, you can now submit your concern directly through the Mbaza platform,” Minister Ingabire said.
Citizens create accounts on the platform, submit their questions or complaints, and include details such as their location and the relevant government office. Submitted issues are then forwarded to the responsible offices for follow-up.
MINALOC said Mbaza is also linked to Irembo.gov.rw to help citizens who lack digital skills or access to modern devices. Officers can assist users in submitting their concerns and tracking progress.
Government offices are required to respond within five working days, with notifications sent via the Mbaza account or SMS.
Issues unresolved within council meetings are uploaded to the platform, and citizens are provided with a unique tracking code. MINALOC monitors any concerns exceeding the five-day window to ensure proper follow-up.
Mbaza is part of Rwanda’s broader push to digitize government services, improve accountability, and make public service delivery faster, more transparent, and citizen-centered.
