Consumers can complain directly to the Authority through the post, Email, Telephone call or walking into 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;
- Acknowledge receipt of the complaint and advise the consumer on any information gaps.
- Upon receipt of all the information from the complainant, the Authority shall analyze the complaint and contact the accused party for information if necessary.
- 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 the existence of such goods.
- Complaints that do not fall under the Authority’s jurisdiction are referred to the relevant Government Agencies.
- 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 imprisonment for a term not exceeding 5 years or to a fine not exceeding Kshs. 10 million or both.