Privacy policy

The Consumers Federation of Kenya (COFEK) is the data controller for personal data collected through this website. The Federation was registered on 26 March 2010 and its Secretariat is at Rehema Place, Block F-45, Ngong Road / Ring Road, Kilimani Junction, Nairobi.

Questions about this policy, or about data we hold, go to hotline@cofek.co.ke.

• Complaints: your name, email address, phone number and county; the company complained about, the sector, the date, the amount in dispute and any reference number; your description of what happened and the outcome you are seeking; and any documents you choose to attach.
• Enquiries: your name, email address, phone number, the subject you select and your message.
• Bulletin: your email address only.
• Opinion poll: the option you select. No name, email or identifier is stored with it.

We do not use advertising trackers, and we do not sell or rent personal data to anyone, in any circumstances.

Complaint and enquiry data is used to assess your matter, to take it up with the supplier or a regulator where you have asked us to, and to contact you about it. The lawful basis is your consent, given when you submit the form, together with the Federation's legitimate interest in pursuing consumer protection under Article 46 of the Constitution.

Bulletin data is used solely to send the bulletin, on the basis of your consent.

Complaint patterns may inform research, submissions and reporting. Where they do, they are aggregated and anonymised — your name and contact details are never published.

Where you ask the Federation to take a matter up, the substance of your complaint — and, where necessary, your identity — is shared with the supplier concerned and, if escalated, with the relevant regulator. You will be told before a matter is escalated.

If a matter proceeds to litigation, court filings are public documents. You will be told before anything is filed.

Our website is hosted by Vercel and content and submissions are stored with Sanity. Both process data on the Federation's instructions.

Complaint files are kept for as long as the matter is live and for a period afterwards so that the Federation can evidence what it did and identify repeat conduct by the same supplier.

Bulletin subscriptions are kept until you unsubscribe. Poll responses carry no identifier and are kept indefinitely in aggregate.

Under the Data Protection Act, 2019 you may ask for a copy of the personal data we hold about you, ask us to correct it if it is wrong, ask us to delete it, object to how we are using it, or withdraw consent at any time.

Write to hotline@cofek.co.ke and we will respond. If you are not satisfied, you may complain to the Office of the Data Protection Commissioner.

Submissions are transmitted over an encrypted connection and stored in an access-controlled system. Only Secretariat staff who need to work on a matter can see it.

No system is perfectly secure. Please do not send financial credentials, passwords or card numbers through this website — the Federation will never ask for them.

This policy was last reviewed on 20 August 2026. Material changes will be noted here.