Consumer Protection Assignment Group 6. (1).docx - CONSUMER...

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CONSUMER PROTECTION LAW GROUP ASSIGNMENT DISCUSSION QUESTION: In Kenya, handling consumer complaints requires diverse techniques and measures that are unique and strategic. Discuss DATE OF SUBMISSION: 24/2/2020. GROUP 6 1. Gladwinnie Ngatia – 091788. 2. Jonathan Kisia-094241. 3. Fiona Nabatanzi-091515. 4. Joan Maina-094289. 5. Vicky Aridi-094008. 6. Derick Wekesa-094534. 7. Sylvia Kamanga-094536. 8. Cindy Makena-095210. 1
Contents 1.0 Introduction ............................................................................................................................. 3 2.0 Consumer Complaints ............................................................................................................. 4 2.1 Consumer Complaints in Kenya ............................................................................................. 4 2.1.1 Importance of handling consumer complaints ........................................................... 4 2.2 Techniques and measures to handle consumer complaints in Kenya .................................. 5 2.2.1 Legislation .................................................................................................................... 5 2.2.2 Judiciary ....................................................................................................................... 6 2.2.3 Mediation ...................................................................................................................... 6 2.2.4 Customer Service Training .......................................................................................... 7 2.2.5 Competition Authority of Kenya (Public Regulatory and Enforcement Action) .... 8 2.2.6 Counselling and Conciliation ...................................................................................... 9 2.2.7 Business Customer and Complaint Functions .......................................................... 9 2.2.8 Public and Private Consumer Protection Bodies ..................................................... 10 2.2.9 Complaints Boxes and Service Charters .................................................................. 12 3.0 Recommendations .................................................................................................................. 12 4.0 Conclusion .............................................................................................................................. 12 2
1.0 Introduction (94008) Section 2 of the Consumer Protection Act defines a consumer. It provides that a consumer refers to any person to whom particular goods or services are marketed to and a person who enters into a transaction with a supplier in the ordinary course of the suppliers business. 1 It further provides that a consumer is a user of particular goods or a recipient or beneficiary of particular services irrespective of whether they are party to the transaction. 2 Moreover, it provides that a consumer is a franchisee in terms of a franchise agreement as applicable under the Act. 3 The legal framework has thus provided for an extensive elaboration on who a consumer is. In Kenya, consumers are entitled to certain rights as provided for in Article 46 of the Constitution of Kenya. Consumers have the right to goods and service of a reasonable quality, right to information necessary to enjoy full benefit from goods and services, right to protection of their health, safety and economic interests and right to compensation for loss or injury arising from defects in goods and services. 4 Bearing in mind these rights, Wesley Hohfeld provides that for every right there is a corresponding duty. 5 Thus, given that consumers have these rights then suppliers have a corresponding duty to ensure that they uphold consumer rights. Therefore, when suppliers fail to adhere to these rights, consumers are entitled to raise consumer complaints. Currently, the legal framework through the Consumer Protection Guidelines provides for the procedure to be followed by consumers in the event that they submit a complaint to the Competition Authority of Kenya. 6 Despite this avenue for addressing consumer complaints, there is still a need to look into the various unique and strategic measures available to handle consumer complaints in Kenya. This paper therefore looks into this pertinent question on the diverse techniques and measures that are employed to handle consumer complaints in Kenya.

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