"CAK DOES NOT CONDONE CORRUPTION AND HAS A POLICY THAT PROTECTS WHISTLE BLOWERS WHO REPORT UNETHICAL AND CORRUPT PRACTICES"

"LEARN MORE ON CAK's COMPLAINTS HANDLING POLICY, PROCEDURE AND THE SERVICE DELIVERY CHARTER, BY CLICKING HERE"

The Process / Method

Consumers can complain directly to the Authority through post, Email, Telephone call or walking in to the Authority’s offices. The Consumer is required to fill in a consumer complaint form and provide all the relevant information concerning the complaint.
On receipt of a consumer complaint, the Consumer protection department will;

  1. Acknowledge receipt of the complaint and advise the consumer on any information gaps.
  2. Upon receipt of all the information from the complainant, the Authority shall analyze the complaint and contact the accused party for information if necessary. 
  3. The Authority may then apply administrative remedies to solve the complaints which include; Refund, replacement or repair of goods, withdrawal of misleading representations, recall of unsafe goods and notices to the public on existence of such goods.
  4. Complaints that do not fall under the Authority’s jurisdiction are referred to the relevant Government Agencies.
  5. Complaints that are not solved under (iii) above are forwarded to the Office of the Director of Public Prosecutions (ODPP) after completion of full investigations. Upon conviction a person who contravenes the Part VI provisions of the Act, is liable to an imprisonment for a term not exceeding 5 years or to a fine not exceeding Kshs. 10 million or both.