Jumia to Cofek: We are keen on resolving customer complaints

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Kenya’s online e-commerce market leader Jumia Kenya has committed to improve on how it can manage its’ consumer complaints redress systems. This could culminate in Cofek reviewing its’ #CofekBlacklist status rating on the firm.

Jumia’s head of Legal and Compliance Mr Kennedy Ngugi (pictured) made the commitment when he paid a courtesy call on Cofek Secretary General Mr Stephen Mutoro.

“Thank you very much for accepting to meet me and the informative discussion that we had in regard to customer complaints brought to Cofek and how Jumia is addressing them. I reiterate Jumia’s commitment to addressing all customer concerns satisfactorily. We are open to partnering with Cofek in order to mutually benefit one another and have positive ratings”, he said.

Mr Mutoro took him through the complaints received as well as provisions of the law – from Article 46 to the Consumer Protection Act, 2012 which offers protection to consumers.

The Cofek boss urged online companies to work with Cofek to form their association and further develop programs with mainstream media on creating a sustained awareness on e-commerce.

“We will also have an open channel between Cofek and ourselves so that we can be able to address customer concerns that may come directly to you without necessarily have been brought to our attention. We will continually demonstrate goodwill and as discussed yesterday we take customer concerns and criticism very seriously. At Jumia, the customer is first. We look forward to working together with Cofek”, added Mr Ngugi.

Other status rating by Cofek include the #CofekYellowAlert and #CofekRedAlert for companies which fail to meet the Cofek thresholds on managing consumer challenges. 

Online shoppers often complain about late deliveries, non-deliveries, loss or delivery of wrong items. The replacement and or refund equally takes time. Others suffer cases of fraud.

Consumers are encouraged to register and file own complaints at: www.ripoff.co.ke. They can also send ‘Cofek On’ from their phones to 40408 and register for #CofekNews service which costs Sh5 per message.

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