Complaint Mechanism
COMPEA MART takes all complaints seriously. If you have experienced an issue that has not been resolved through our standard dispute process, you may file a formal complaint using the procedure outlined below.
When to File a Complaint
A formal complaint is appropriate when:
- You have already attempted to resolve the issue through our dispute resolution process
- The retailer has failed to honour an agreed resolution
- You believe COMPEA MART has not handled your case fairly
- You have encountered fraudulent activity on the platform
- You wish to report a violation of our terms of service by a retailer
What Happens Next
Acknowledgement
Within 48 hours
You will receive confirmation that your complaint has been received.
Investigation
5-10 business days
Our team investigates the matter and contacts all relevant parties.
Resolution
Within 14 days
We communicate our findings and proposed resolution to you.
Escalation
If unresolved
You may escalate to the Competition Authority of Kenya (CAK).
External Escalation
If you are not satisfied with our resolution, you have the right to escalate your complaint to:
- Competition Authority of Kenya (CAK) - www.cak.go.ke
- Kenya Consumer Protection Advisory Committee
- Office of the Data Protection Commissioner (for data privacy complaints)