Some Kenyans applying for the Police Clearance Certificate, commonly known as the Certificate of Good Conduct, will have to wait longer despite a new system that has reduced processing times to about 24 hours for eligible applications.
Huduma Kenya has clarified that the one-day turnaround does not apply to every applicant currently waiting for the document.
The clarification came after an applicant complained of waiting for a month to receive their certificate and questioned why it had not been issued despite the publicised 24-hour processing timeline.
Responding to the complaint, Huduma Kenya explained that the 24-hour turnaround applies to “instant Good Conduct” applications being submitted under the new system.
Applicants who submitted their applications before the new system was rolled out, however, may still have to wait for their applications to complete processing.
“The instant good conducts are those being applied now. Those that been applied before give it time for processing,” Huduma Kenya said.
The agency advised applicants with pending certificates to keep checking their eCitizen accounts and download the document once it becomes available.
It also advised applicants to contact the DCI directly through the contacts listed on eCitizen if they experience prolonged delays.
Why Some Applicants Are Still Waiting
The clarification means that applicants who submitted their Good Conduct applications before the introduction of the instant processing system should not necessarily expect their certificates within 24 hours.
Their applications remain subject to the previous processing workflow until they are completed.
This distinction is important because the introduction of faster processing may have created an expectation that every pending application would immediately benefit from the new turnaround time.
That is not the case, according to Huduma Kenya.
The one-day timeline currently applies to new applications processed through the instant system.
DCI Introduced New Biometric System
The faster processing follows the launch of a new biometric identification system by the Directorate of Criminal Investigations (DCI).
On July 23, 2026, DCI Director General Amin Mohammed announced the new Multi-Biometric Identification System (MBIS), which integrates fingerprint, palmprint and facial recognition into a single secure database.
The system is intended to strengthen criminal investigations while improving the delivery of services to the public.
According to Amin, the technology is expected to significantly reduce the processing time for Police Clearance Certificates from about 14 days to around one day under optimal operating conditions.
The system is also designed to process biometric information with greater speed, accuracy and reliability.
What Applicants With Pending Certificates Should Do
For Kenyans who applied before the new instant system was introduced, the immediate advice from Huduma Kenya is to remain patient and monitor their eCitizen accounts.
Once the certificate is ready, applicants can download it directly from the platform.
Those experiencing unusually long delays can also seek assistance from the DCI using the contact details provided on eCitizen.
The Certificate of Good Conduct is issued after a criminal records check and is commonly required for employment, immigration, licensing and other official purposes.
The new system may have dramatically shortened processing for fresh applications, but Huduma Kenya's clarification makes clear that the 24-hour promise does not automatically apply to older applications already in the processing queue.