The Competition Authority of Kenya (CAK) recently issued a report shedding light on the operations of online food and grocery delivery platforms, emphasizing worries surrounding consumer complaints handling and data protection.
Released in April, the report brought to the forefront concerns voiced by consumers regarding potential misuse of their data by apps, extending beyond transactional purposes. Despite these platforms outlining the intended use of shared data in their privacy-related terms and conditions, the CAK observed a persistent unease among consumers.
One of the key findings highlighted in the report was the lack of choice given to consumers regarding accepting or declining data-related terms and conditions. Additionally, the report noted that declining these terms and conditions resulted in the discontinuation or barred access to platform services. This approach, as per the CAK, contradicts section 56 of the Data Protection Act.
On the issue of complaints handling, the report revealed that some companies redirect complaints to be handled from their headquarters located outside Kenya. Consequently, this redirection may prolong the resolution of consumer complaints, making the process costlier and more time-consuming.
Of significance, the CAK pointed out that only one delivery platform company has its headquarters located in Kenya, suggesting a systemic issue with the handling of consumer complaints within the industry.
These concerns raised by the CAK come on the heels of previous alarms raised in March regarding individuals defrauding businesses under the guise of being officials from the Authority. These individuals reportedly entered business premises, imposed on-the-spot fines, confiscated merchandise, and even made arrests, posing a significant threat to businesses and consumers alike.
These findings underscore the importance of robust data protection measures and effective mechanisms for handling consumer complaints within the online food and grocery delivery industry. Ensuring compliance with data protection regulations and establishing efficient complaint resolution processes are essential steps in safeguarding consumer rights and fostering trust in these platforms. Additionally, efforts to combat fraudulent activities targeting businesses should be intensified to protect the integrity of the market and ensure a safe environment for both businesses and consumers.
As readers, it’s crucial to stay informed about these issues and advocate for transparency, accountability, and fair practices within the online delivery sector. Your awareness and engagement can contribute to shaping a safer and more reliable digital marketplace for everyone.