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Public Consultation on Draft Consumer Protection Guidelines September 2020

Posted on: 8th September 2020

Public Consultation on Draft Consumer Protection Guidelines

The Communications Authority of Kenya (CA) is the regulatory Authority for the ICT industry in Kenya with responsibilities in telecommunications, e-commerce, broadcasting and postal/courier services. CA is also responsible for managing the country’s numbering and frequency spectrum resources, administering the Universal Service Fund (USF) as well as safeguarding the interests of Consumers/Users of ICT services.

In pursuance of the Kenya Information and Communications (Consumer Protection) Regulations, 2010, the Authority has drafted Customer Care Guidelines as part of Consumer Protection Guidelines.

The guidelines can be accessed below.

Comments/inputs should be clearly marked “Comments on Consumer Protection Guidelines”, addressed to the below address and sent to the following E-mail address: to reach us on or before 15th October 2020 and presented in the following format:

Section Proposals Justification for proposal

The Director General

Communications Authority of Kenya (CA)

P.O. Box 14448 – 00800


The comments/inputs shall be reviewed and incorporated in the final guidelines which will be posted on our website after the necessary approvals are obtained.

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