Consumer Protection

The Consumer Protection function entails: assessment of the needs and wants of customers in the Aviation Industry and providing a forum for redress against unfair competition; in addition, ensuring compliance with the laid down code of practice; ensuring that the quality of services provided meet consumer expectations; enforcement of policies, rules, regulations and procedures relating to the rights of consumers

The Aviation Consumer Protection Section of the Kenya Civil Aviation Authority was launched in 2004 to ensure that all Aviation Consumers obtain the best services and value from the service providers within the aviation industry.


To serve the Kenyan Aviation industry by being responsible for informing, educating and protecting consumers and thus ensure quality services.

To ensure that services provided in the aviation industry are of the highest standards, comparable to that in other parts of the world and in the process consumers are also informed of their rights and responsibilities.

  • To create efficient and effective Consumer Protection machinery that will promote quality in service, mutual confidence amongst stakeholders and patronage of the aviation industry in Kenya
  • To promote awareness of and respect for consumer rights in the Kenyan Aviation industry by creating a strong machinery that would monitor and regulate the activities of aviation service providers to ensure that the rights of consumers are protected and that they obtain value in the services they pay for
  • To carry out education programs on a regular basis to ensure that consumers are well informed on their rights and responsibilities
  • To foster a harmonious relationship among service providers and users to the benefit of all stakeholders
  • To promote quality by encouraging service providers to update relevant equipment and technology in line with international standards and trends.
Complaints Management

Complaints management is managed by the Consumer Protection section of KCAA. It

  • Conducts internal reviews of complaints management mechanism in both process and content;
  • Identifies systemic issues arising from complaints and provide appropriate recommendations to management for action
  • Publicizes the complaint system to encourage stakeholders to voice their dissatisfaction to a service within KCAA’s mandate.
  • Establishes mechanisms for management of complaints.
Responsibilities of the Complainants

Provide a clear and honest account of their concerns and their expectations for the outcome of their complaint, including providing all relevant information and documents to assist in the investigation and/or resolution of the matter;

Engage openly in the complaint management process,

Respond to KCAA requests for information in a timely manner;

Comply with the complaint management process

For any consumer issue and complaints:

Access to Information

The Consumer Protection section also has mandate to implement the Access to information Act within the Authority

Access to Information ACT 2016

Objects of the Act:

  • Give effect to the right to access to information by citizens as provided under Article 35 of the Constitution;
  • Provide a framework for public entities and private bodies to proactively disclose information they hold and facilitate access to information on request;
  • Promote principles relating to accountability, transparency, public participation and access to information.
  • Confer on the Commission on Administrative Justice with oversight, enforcement functions and powers.
  • The Access to Information Act, 2016 provides citizens access to information held by the state and private bodies in two ways:-
    • Public entities and certain private bodies are obligated to proactively disclose information about their functions and duties;
    • Entitles members of the public to request for information from public entities and private bodies.
Why Access to Information
  • Public authorities spend money collected from taxpayers, and make decisions that can significantly affect many people’s lives.
  • Access to information helps the public make public authorities accountable for their actions and allows public debate to be better informed and more productive
  • Unnecessary secrecy in government leads to arrogance in governance and defective decision-making.
  • Ensuring disclosure of and access to information can empower people and institutions to prevent and fight corruption

Access to information has become a right under the Bill of rights. This is expressly provided for under Article 35 of the Kenya Constitution. Further, for the greater clarity and due annotation, Parliament enacted the access to information Act, 2016 pursuant to the said Article 35.

All requests for information should be addressed to:
The Director General
Kenya Civil Aviation Authority
P O Box 30163 00100