A recently released study on digital platforms in Kenya revealed that only 16 percent of the consumers of food delivery and grocery platforms in Nairobi and Mombasa had complained about unsatisfactory service. Of the complaints raised in the study conducted by the Competition Authority of Kenya (CAK), 60 percent were neither attended to by the platforms nor followed up by the complainant.
Consumers have the right to express their dissatisfaction with a good or a service they purchased and a right to get appropriate redress. Article 46 of the Constitution of Kenya outlines the four unassailable consumer rights; quality of products and services, benefits derived from the consumption of the products and services, product safety, and compensation for loss or injury occasioned by defective goods and services.
