Complain about a business to the Competition Authority (misleading prices, adverts or unfair terms)
Competition Authority of Kenya · sources read 1 Oct 2026
File a free consumer complaint with the Competition Authority on its online portal, or fill the Consumer Complaint Form and email it to info@cak.go.ke. It covers misleading prices or adverts, unfair conduct and hidden charges, and unsafe or defective goods.
- Fee
- FreeConsumer complaint
- How long
- First look within 8 days; full investigation within 30 days of getting all the information
- Where
- Online on the CAK public portal, by email (info@cak.go.ke or complain@cak.go.ke), or at CAK offices, CBK Pension Towers, 15th Floor, Harambee Avenue, Nairobi
What you need
- Name, physical address and phone number of the business you are complaining about
- Supporting documents such as a contract, warranty, invoices or receipts
Steps
- Open the CAK public portal (competition.cak.go.ke:444) and register an account.
- Log in, open the Menu, click "File a Complaint" and choose "Consumer Complaint".
- Fill in the business's details, describe what happened, attach your receipts or contract and submit. You get an automatic confirmation.
- No internet? Fill the Consumer Complaint Form and email it to info@cak.go.ke, post it or hand it in.
- Log in to the portal to check the progress of your complaint.
Watch out
- CAK can order a refund, replacement or repair, withdrawal of a misleading claim, or a recall of unsafe goods.
- If your complaint is not CAK's area, it is passed to the right government agency.
- The form asks whether you have already complained to the business and what they said, so keep their reply.
Who can apply
- Any consumer. You can complain by post, email, phone or by walking into CAK offices.
- CAK handles false or misleading claims, unfair (unconscionable) conduct, and unsafe, defective or unsuitable goods.
- This includes false or misleading claims about the price of goods or services.
- It also covers charges and fees you were not told about before you were charged.
Official sources (8)
- File A Consumer Complaint cak.go.ke · read 1 Oct 2026
- Consumer Protection cak.go.ke · read 1 Oct 2026
- Portal Consumer Complaint Filing Instructions cak.go.ke · read 1 Oct 2026
- Consumer Complaint Form (CAK/CPD/F-001) cak.go.ke · read 1 Oct 2026
- Citizens' Service Delivery Charter cak.go.ke · read 1 Oct 2026
- Competition Act, No. 12 of 2010 (Rev. 2022) cak.go.ke · read 1 Oct 2026
- Competition Authority of Kenya home page cak.go.ke · read 1 Oct 2026
- CAK Public Portal competition.cak.go.ke · read 1 Oct 2026