Consumer help
File a complaint
Take a consumer matter to the Federation's Secretariat. Tell us what happened, who it involves and what you are looking for.
Before you file
Three things that make a complaint work
A complaint with dates, documents and a clear outcome in mind is far easier to act on.
- 01
Complain to the supplier first
Put it in writing and keep the reference. A documented refusal makes everything after it stronger.
- 02
Gather your evidence
Receipts, contracts, statements, photographs and message screenshots. A complaint with documents is assessed far faster than one without.
- 03
Work out what you want
A refund, a repair, a charge reversed, or the practice stopped for everyone. Being specific about the outcome shapes how we take it forward.
Complaint form
Tell us what happened
Four short steps. You can call or email the Secretariat instead if that is easier.
What happens next
From your file to a remedy
COFEK’s mandate covers consumer protection, education, research, consultancy and litigation. Where a matter warrants it, the Federation raises it with the supplier, with the regulator, or in court.
01 Received
Your complaint reaches the Secretariat with the details and any evidence you attach.
02 Assessed
The Secretariat reviews the matter against the Consumer Protection Act, 2012 and Article 46.
03 Taken up
Where appropriate the matter is put to the supplier, or raised with the relevant regulator.
04 Litigation
Public-interest litigation is part of the Federation's mandate where a matter warrants it.
Being straight with you
What COFEK cannot do
The Federation is not a regulator and holds no statutory enforcement powers. Saying so plainly is more useful than letting you find out after you have waited.
- Act as a regulator — COFEK holds no statutory enforcement powers
- Substitute for your own legal representation
- Guarantee any particular outcome from a supplier or a regulator
Not sure your matter fits? File it anyway — the assessment is free, and if it is not one for us we will tell you who it is for. You can also check your rights first.