Quick Answer
Start by complaining to the seller. If that fails, escalate to the Competition Authority of Kenya for unfair practices, KEBS for product safety, or the specialist regulator for your sector — telecoms, banking, insurance, energy or transport.
Key facts
- Complain to the seller first, in writing.
- The CAK handles unfair practices and misleading conduct.
- KEBS handles product quality and safety.
- Each sector has its own regulator for specialised complaints.
Start with the seller
First, complain directly to the business — in writing, stating the problem, the remedy you want (refund, replacement, repair, compensation) and a reasonable deadline. Many disputes end here, and it strengthens your case if you escalate.
The main consumer regulators
If the seller won’t resolve it, escalate to:
- Competition Authority of Kenya (CAK) — false or misleading representations, unfair or unconscionable conduct, defective or unsafe goods;
- Kenya Bureau of Standards (KEBS) — substandard, counterfeit or dangerous products.
Sector regulators
Some complaints belong to a specialist body:
- Communications Authority (CA) — phone, internet, broadcasting;
- Central Bank of Kenya (CBK) — banks and digital lenders;
- Insurance Regulatory Authority (IRA) — insurance;
- EPRA — electricity and fuel;
- NTSA — motor vehicles and public transport.
Why this matters to you
Complaints fail when they go to the wrong place. Knowing the right regulator — CAK, KEBS or a sector body — gets your issue to someone with the power to act.
Frequently asked questions
Who should I complain to first?
The seller, in writing, with a clear remedy and deadline.
Where do I report unfair business practices?
The Competition Authority of Kenya (CAK).
Who handles a banking or digital-lender complaint?
The Central Bank of Kenya (CBK).
Sources & references
- Competition Authority of Kenya — cak.go.ke
- Kenya Bureau of Standards — kebs.org