State of Consumer Protection Report in Kenya – Request for Responses

Warm greetings, pray you are well!

Thank you for sharing the work in progressat Cofek.


Some insights into your chosen thematic sectors to what is hopefully anindependent credible impact study on consumers lives and society;

·        National and local language,(il) literacy andspecial needs services in all services

·        Cost vs consumer capability vide economic situation

·        Data management

·        Transparency in design – how things work, quality standards

·        Terms and Conditions

·        Accountability – Recommendations on the new accountability(consumer, providers)

·        Measure of fair treatment of customers

·        Social consequences of the services (+ & -)

·        Power balance, power shift – consumer, providers

·        “Over-innovation” – consumer overwhelm, consumer ignorance

·        Grievance management

·        Returns and replacement policy (or equivalentfor services)

·        Service staff skills and training

·        Loyalty programmes custody security (e.g closeof business, insolvency etc )

·        Effect of periodic products and promotions

·        Judicial positions, recourse, deterrants – options, examples

·        Regulatory partnerships and recommendations

·        Recommendations to voluntary public education

·        Recommendations to regulatory induced publiceducation

·        True value vis-à-vis cost

·        Comparative with other regions

·        Incentives to innovate, stifling innovation

·        Strategies to lowering the cost aimed atlowering prices
·        True consumer choice – product choice, providerchoice, choice to mix
·        Explain the measurement  – bundles,units
·        Stopping one-way system; How consumers can measure their usage forcomparison of provide bills- gadgets
·        Industry players imposed barriers to new entrants – based oncurrent design if tweeked are to the consumers advantage

·        Specifically for energy which is a major driverto the economy and stifling small businesses – why solar energy has not “lighting up” and become harness-able hopefully bringing the cost down which would have a spiral effect across sectors into consumer pockets in addition to other forms of energy.

Happy Easter!
Be blessed.