Complain to Kenya Ports Authority (KPA) about port services
Kenya Ports Authority · sources read 3 Oct 2026
Raise it first at the KPA service point that handled you. If it isn't sorted, email customerfeedback@kpa.co.ke with full details; KPA's charter promises a reply within 1 working day and a resolution within 14 working days.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- How long
- Resolved within 14 working days (first response within 1 working day)
- Where
- At the KPA service point concerned, then by email to customerfeedback@kpa.co.ke (KPA Headquarters, Kipevu Road, Mombasa)
What you need
- A written complaint with full details of what happened
Steps
- Raise the complaint at the KPA service point that dealt with you (for example the port, ICD or office concerned).
- Not sorted? Email customerfeedback@kpa.co.ke and give full details of your complaint.
- Still not happy? Escalate to the Managing Director, KPA (kpamd@kpa.co.ke, +254 41 211 2999) or to the Commission on Administrative Justice (complain@ombudsman.go.ke).
Watch out
- If you don't like KPA's answer, you have the right to take it to a higher office.
- Complaining is free.
Who can apply
- Any KPA customer or member of the public who is not happy with a KPA service.
Official sources (2)
- KPA Customer Service Charter (2025 Edition) portal.kpa.co.ke · read 3 Oct 2026
- Kenya Ports Authority Service Charter (table) portal.kpa.co.ke · read 3 Oct 2026