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<body>When I call the bank to enquire about a wrongful transaction on my credit card, I am kept waiting sometimes upto 20 minutes. Within those 20 minutes of waiting to speak to a customer service personnel, I am subjected to all the adverts about what that company offers including the plots and shambas that they have on offer, and in which I have no interest whatsoever! AND All this on <u>MY AIR TIME!</u> So I get agrieved TWICE! <br><br>I have observed this trend with other companies that are meant to provide services to wananchi, such as ISPs, Insurance companies etc.<br><br>Now, imagine the number of Kenyans who make daily calls to these entities either seeking for information on services they are subscribed to or needing clarification on stuff. As it is, they are already paying the said entities through some other means. <br><br>Question: With the above scenario, are we consumers not being ripped off right under our noses when we make these calls? Should banks (major culprits) and all consumer companies (for lack of a better word) not have toll free numbers? If not, should they not bear this cost? <br><br>I learnt today that it is possible for entities bear the costs because I was made to make some payments using paybill, and I was not charged the transaction fees. On enquiry, I was told that that particular company bears the costs so that no charges are passed onto the consumer. <br><br>I think this is a consumer issue that must be debated in this report.<br>
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Best regards<br>
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Githaiga, Grace<br>
<br><br><br>On Wednesday, 04-04-2018 at 18:05 florence mwangangi via kictanet wrote:<br><blockquote style="border:0;border-left: 2px solid #22437f; padding:0px; margin:0px; padding-left:5px; margin-left: 5px; "><div dir="auto">On ICT sector, consumers need PROTECTION FROM UNSOLICITED INFORMATION/ ADVERTISEMENTS from the MNOs and also other parties. It is not uncommon for consumers to be inundated with such texts in the dead of the night. THE OPT OUT NUMBERS DO NOT WORK AND THE TEXTS KEEP ON COMING.<div dir="auto"><br></div><div dir="auto"> Secondly, the MNOs APPEAR TO SHARE CONSUMER DATA WITH 3RD PARTIES. That explains why traders who have not had any dealings with the CONSUMER keep texting the consumer to advertise their ware.<div dir="auto"><br><div dir="auto">On Energy and Power Consumers need protection from frequent power blackouts - an example is KINANIE AREA OF ATHI RIVER WHERE ELECTRICITY SUPPLY IS DISCONNECTED EVERY SUNDAY AND USUALLY WITHOUT NOTICE!!!</div><div dir="auto"><br></div><div dir="auto">Secondly, the billing is most of the time based on ESTIMATES AND THE BILLS ARE UNUSUALLY HIGH. </div><div dir="auto"><br></div><div dir="auto">Thirdly, TELEPHONE CALLS ON THE NUMBERS PROVIDED BY KPLC GO UNANSWERED EVEN THOSE GIVEN AS EMERGENCY NUMBERS!!! </div></div></div></div><br><div class="gmail_quote"><div dir="ltr">On Wed, 4 Apr 2018, 15:53 Grace Bomu via kictanet, <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank" rel="noreferrer">kictanet@lists.kictanet.or.ke</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Under both 1 and 2, data protection<div>Under 2, films regulation, data bundles</div><div><br></div><div>Best!<br><br>Il mercoledì 4 aprile 2018, Consumers Federation of Kenya (Cofek) via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke" rel="noreferrer noreferrer" target="_blank">kictanet@lists.kictanet.or.ke</a>> ha scritto:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div lang="EN-US" link="blue" vlink="purple"><div><p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif"">Dear Mr Kivuva,<u></u><u></u></span></i></p><p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif"">Many thanks for your kind response. <u></u><u></u></span></i></p><p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif"">This is the Word version of our outline especially Thematic Theme Number 2 on ICT<u></u><u></u></span></i></p><p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif"">Kind Regards<u></u><u></u></span></i></p><p class="MsoNormal"><i><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif"">Jacob <u></u><u></u></span></i></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p><b><u><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">STATE OF CONSUMER PROTECTION IN KENYA APRIL, 2018<u></u><u></u></span></u></b></p><p><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p><b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">About Cofek<u></u><u></u></span></b></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><span style="font-family:"Bookman Old Style","serif"">The Consumers Federation of Kenya (Cofek) is Kenya’s independent, self-funded, multi-sectorial, non-political and apex non-profit Federation committed to consumer protection, education, research, consultancy, litigation, anti-counterfeits campaign and business rating on consumerism and customer-care issues. <br><br>The Federation was registered on March 26, 2010. Cofek works towards a fair, just and safe marketplace for all Kenyan and regional consumers in all sectors of the economy. Cofek is a founder Chair of the Government-run Kenya Consumer Protection Advisory Committee (Kecopac). Our mandate is drawn from Article 46 of the Constitution of Kenya 2010, the Consumer Protection Act, 2012 and the Competition Act, Cap 504 among other statutes. The legal framework provides high thresholds for consumer protection in all spheres and for both private and public sectors.<br><br><b>Mandate</b><br>Our mandate is to defend, promote, develop and pursue consumer rights as guided by Article 46 of the Constitution of Kenya 2010, the Consumer Protection Act, 2012 and the Competition Act, Cap 504 and make it possible for the consumers to get value for money<u></u><u></u></span></p><p><b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">State of Consumer Protection Reports<u></u><u></u></span></b></p><p><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">The Consumer Protection Act, 2012 at Section 90(i) mandates the Government of Kenya through KECOPAC to “undertaking or commissioning any study or research which may be necessary to promote consumer protection and thereby publish the State of National and County Consumer Protection Annual Report”.<u></u><u></u></span></p><p><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">In the absence of such reports from Government, and on which basis Cofek would play a central role, we are in the process of releasing a report of the state of consumer protection on specific aspects – in phases</span><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><u></u><u></u></span></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><b><span style="font-family:"Bookman Old Style","serif""><u></u> <u></u></span></b></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><b><span style="font-family:"Bookman Old Style","serif"">Thematic Focus for State of Consumer Protection Reports – 1<u></u><u></u></span></b></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><span style="font-family:"Bookman Old Style","serif"">We intend to release the State of Consumer Protection Report on the following areas;<u></u><u></u></span></p><p style="margin-bottom:6.75pt;line-height:normal;background:white"><u></u><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><span>1.<span style="font:7.0pt "Times New Roman""> </span></span></span><u></u><b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">Banking and Financial Services Sector</span></b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">: Interest rates capping law; Sector Governance and overall discipline within the sector; Cost of Credit; M-Shwari Interest case; Role of technology and implication on cost of services; Marketing and Deceptive Advertising; Transparency and Accountability; Bank disclosures and hidden costs; Mobile Money Transfer Regulation Emerging Risks, Opportunities if any, among other issues<u></u><u></u></span></p><p style="margin-bottom:6.75pt;line-height:normal;background:white"><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p style="margin-bottom:6.75pt;line-height:normal;background:white"><u></u><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><span>2.<span style="font:7.0pt "Times New Roman""> </span></span></span><u></u><b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">Information, Communication & Technology</span></b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">: Review sector governance and in particular developments at Communications Authority and other parastatals; Mobile Inter-operability; Crypto currency and CBK discomfort; Safaricom Dominance; Sector Competition and Analysys Mason Report; Consistent MNOs failure on Quality of Service Assessments; Cost, Reliability; Quality and potential regulation of Internet; Media Freedom; Mshwari – CBA & Safaricom excessive interest rate (now known as “one off” or “facilitation” fee; Opportunities for Telkom Kenya to increase sector competitiveness: MNOs and Deceptive Advertising; Exclusive Mobile Inter-operability Conversations fronted by CBK & ICT Ministry and MNOs; Pay-TV and Premium Content Sharing, among other issues<u></u><u></u></span></p><p><span style="font-size:12.0pt;line-height:115%;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p style="margin-bottom:6.75pt;line-height:normal;background:white"><u></u><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><span>3.<span style="font:7.0pt "Times New Roman""> </span></span></span><u></u><b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif"">Energy Sector:</span></b><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""> Review sector governance and in particular developments on soaring electricity prices and admission by KPLC of “billing system errors”; Level of Taxes on cost on electricity – Fuel Cost Charge; ForEx Adjustment as well as Inflation among others; Fuel Adulteration; Deployment of thermal vs hydro & geothermal power combined; Loans and Grants for Mega Projects, among others<u></u><u></u></span></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><b><u><span style="font-family:"Bookman Old Style","serif""><u></u><span style="text-decoration:none"> </span><u></u></span></u></b></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><b><u><span style="font-family:"Bookman Old Style","serif"">STAKEHOLDER INPUT: AN INVITATION<u></u><u></u></span></u></b></p><p class="MsoNormal" style="margin-bottom:6.75pt;background:white"><span style="font-family:"Bookman Old Style","serif"">As a requirement of public and stakeholder consultation, we invite individual consumers and experts to weigh on the above-stated and related issues. We will appreciate your brief take on the shift, if any, of the access, quality, reliability and costs associated with consumer services and goods in the 3 mentioned sectors. Cofek undertakes to observe strict confidentiality. Such information will not be a divulged to a third and will be solely used for the purpose of developing the Cofek State of Consumer Protection Report within the said sectors. Informants who choose to keep their identity are free to send us anonymous contributions to: </span><a href="mailto:hotline@cofek.co.ke" rel="noreferrer noreferrer" target="_blank"><span style="font-family:"Bookman Old Style","serif"">hotline@cofek.co.ke</span></a><span style="font-family:"Bookman Old Style","serif""> on or before Monday, April 9, 2018<u></u><u></u></span></p><p><span style="font-size:12.0pt;line-height:115%;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p style="margin-bottom:6.75pt;line-height:normal;background:white"><span style="font-size:12.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Bookman Old Style","serif""><u></u> <u></u></span></p><p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> <a href="mailto:lordmwesh@gmail.com" rel="noreferrer noreferrer" target="_blank">lordmwesh@gmail.com</a> [mailto:<a href="mailto:lordmwesh@gmail.com" rel="noreferrer noreferrer" target="_blank">lordmwesh@gmail.com</a>] <b>On Behalf Of </b>Mwendwa Kivuva<br><b>Sent:</b> Wednesday, April 4, 2018 1:10 AM<br><b>To:</b> KICTAnet ICT Policy Discussions<br><b>Cc:</b> Consumers Federation of Kenya (Cofek)<br><b>Subject:</b> Re: [kictanet] State of Consumer Protection Report in Kenya - Request for Responses<u></u><u></u></span></p><p class="MsoNormal"><u></u> <u></u></p><div><p class="MsoNormal">Either on Thematic area 1, or 2, you should have added a component on betting, lotteries, and other con games that use tech to lure the public.<u></u><u></u></p><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">Also, you would get more responses if you had posted the content of the document on the list, instead of attaching the PDF. Generally, less people will bother to open an attachment.<u></u><u></u></p></div><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">Regards<u></u><u></u></p></div><div><p class="MsoNormal"><br clear="all"><u></u><u></u></p><div><div><p class="MsoNormal">______________________<br>Mwendwa Kivuva, Nairobi, Kenya<u></u><u></u></p></div></div><div><p class="MsoNormal"><u></u> <u></u></p></div><div><p class="MsoNormal">On 3 April 2018 at 23:25, Consumers Federation of Kenya (Cofek) via kictanet <<a href="mailto:kictanet@lists.kictanet.or.ke" rel="noreferrer noreferrer" target="_blank">kictanet@lists.kictanet.or.ke</a>> wrote:<u></u><u></u></p><div><div><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Dear All, </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">We trust that this mail finds you well and in high spirits</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">We have attached our proposed State of Consumer Protection in Kenya Report outline.</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">We request your kind views on the 3 identified sectors. Thank you in advance.</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Yours faithfully,</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Jacob Oyugi</span><u></u><u></u></p><p class="MsoNormal"><b><u><span style="font-family:"Bookman Old Style","serif"">PROGRAM OFFICER</span></u></b><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Consumers Federation of Kenya (Cofek)</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Rehema Place, Block F Suite 45</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">P.O Box 28053-00200, City Square</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Tel. +2540202615496, 3861718</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Mobile: 0715555550, 0733180008</span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Email : <a href="mailto:hotline@cofek.co.ke" rel="noreferrer noreferrer" target="_blank">hotline@cofek.co.ke</a> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">Web : <a target="_blank" class="blue" href="http://www.cofek.co.ke/" rel="noreferrer noreferrer">www.cofek.co.ke</a></span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif"">COFEK <i>– Restoring Consumer Confidence and Pride</i></span><u></u><u></u></p><p class="MsoNormal"><b><span style="font-family:"Bookman Old Style","serif"">SUBSCRIBE <i>to #CofekBreakingNews </i>Send “Cofek On” to 40408</span></b><u></u><u></u></p><p class="MsoNormal"><i><span style="font-family:"Bookman Old Style","serif""><img border="0" width="377" height="308" alt="Description: 3rdTraining"></span></i><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p><p class="MsoNormal"><span style="font-family:"Bookman Old Style","serif""> </span><u></u><u></u></p></div></div><p class="MsoNormal" style="margin-bottom:12.0pt"><br>_______________________________________________<br>kictanet mailing list<br><a href="mailto:kictanet@lists.kictanet.or.ke" rel="noreferrer noreferrer" target="_blank">kictanet@lists.kictanet.or.ke</a><br><a target="_blank" class="blue" href="https://lists.kictanet.or.ke/mailman/listinfo/kictanet" rel="noreferrer noreferrer">https://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br>Twitter: <a target="_blank" class="blue" href="http://twitter.com/kictanet" rel="noreferrer noreferrer">http://twitter.com/kictanet</a><br>Facebook: <a target="_blank" class="blue" href="https://www.facebook.com/KICTANet/" rel="noreferrer noreferrer">https://www.facebook.com/KICTANet/</a><br>Domain Registration sponsored by <a target="_blank" class="blue" href="http://www.eacdirectory.co.ke" rel="noreferrer noreferrer">www.eacdirectory.co.ke</a><br><br>Unsubscribe or change your options at <a target="_blank" class="blue" href="https://lists.kictanet.or.ke/mailman/options/kictanet/kivuva%40transworldafrica.com" rel="noreferrer noreferrer">https://lists.kictanet.or.ke/mailman/options/kictanet/kivuva%40transworldafrica.com</a><br><br>The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.<br><br>KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.<u></u><u></u></p></div><p class="MsoNormal"><u></u> <u></u></p></div></div></div></div></blockquote></div><br><br>-- <br><div dir="ltr"><div><div dir="ltr"><div dir="ltr"><div dir="ltr"><div>Grace Mutung'u <br>Skype: gracebomu<br>@Bomu<br><span style="font-size:12.8px">PGP ID : 0x33A3450F</span><br></div><div><br></div></div></div></div></div></div><br>
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The Kenya ICT Action Network (KICTANet) is a multi-stakeholder platform for people and institutions interested and involved in ICT policy and regulation. The network aims to act as a catalyst for reform in the ICT sector in support of the national aim of ICT enabled growth and development.<br>
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KICTANetiquette : Adhere to the same standards of acceptable behaviors online that you follow in real life: respect people's times and bandwidth, share knowledge, don't flame or abuse or personalize, respect privacy, do not spam, do not market your wares or qualifications.<br>
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</blockquote><br><div id="EmailSignature">Co-Convenor<br>
Kenya ICT Action Network (KICTANet)<br>
Twitter:@ggithaiga<br>
Tel: 254722701495<br>
Skype: gracegithaiga<br>
Alternate email: <a class="normal-link" href="mailto:ggithaiga@hotmail.com">ggithaiga@hotmail.com</a><br>
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"Change only happens when ordinary people get involved, get engaged and come together to demand it. I am asking you to believe. Not in my ability to bring about change – but in yours"---Barrack Obama.</div><br></body></html>