Latest News

CCPC URGES BANKS TO RESOLVE CONSUMER COMPLAINTS BEFORE ESCALATION TO THE COMMISSION

2025-09-23

The Competition and Consumer Protection Commission- Zambia (CCPC) has called on financial institutions to quickly address consumer complaints before they escalate to the Commission. Speaking during a courtesy visit by Access Bank on 23rd September 2025, CCPC Executive Director Mrs. Eunice Phiri Hamavhwa said financial institutions have an obligation to minimise complaints by resolving them effectively. She emphasised that consumers be granted access to branch managers whenever they are dissatisfied with services to allow grievances addressed at the earliest stage possible. Mrs. Hamavhwa noted that timely complaint resolution not only protects consumer rights but also strengthens trust between financial institutions and their clients. In response, Access Bank Zambia Limited Head of Customer Experience, Mr. Nicholas Muneku, said the bank has introduced a Fresh Desk platform which enables customers to lodge complaints and track progress until resolution. He explained that clients are kept informed at every stage of the process, a measure that has significantly reduced the number of unresolved complaints. Mr. Muneku further added that Access Bank conducts regular staff training to enhance service delivery and ensure employees are well equipped to handle customer concerns professionally. Access Bank also thanked the Commission for the support during the merger of the African Banking Corporation (ABC) and Atlas Mara.

CCPC

CCPC CAUTIONS CONSUMERS ON ONLINE SHOPPING

2025-09-17

LUSAKA ZAMBIA - The Competition and Consumer Protection Commission (“CCPC”) wishes to advise members of the public to exercise caution when transacting with online businesses. The Commission has noted with concern that some unscrupulous individuals are taking advantage of digital platforms to engage in unfair trade practices or scams such as not supplying products paid for; false claims concerning products on offer; display of disclaimers and unfair contract terms etc.
To help safeguard consumers, the Commission urges the public to be vigilant and look out for RED FLAGS when shopping online, which may include:

1. Comments or feedback sections turned off;
2. Negative reviews about the seller or their offering;
3. Lack of a physical address or contact information for the seller;
4. Use of unverified or suspicious pages;
5. Requests for personal information unrelated to the transactions;
6. Hidden or ballooning costs and prices;
7. Insufficient information about the good or service on offer;
8. Disclaimers that absolve the seller of all responsibility; and
9. No option for self pick-up or location verification.

The Commission strongly warns individuals engaged in unfair trade practices or scams to cease and desist from such conduct, as the law will take its full course on those found wanting.
The Commission remains committed to ensuring a safe and fair-trading environment for consumers in Zambia and urges the public to report any suspicious online business activities.
Remember, if an offer is too good to be true, then it is!!

Florence M. Zaza

CCPC RAISES AWARENESS AMONG PUPILS OF KENNETH KAUNDA SECONDARY SCHOOL

2025-08-12

 

The Competition and Consumer Protection Commission (CCPC) on 27th July and 12th August 2025 conducted an interactive school club session at Kenneth Kaunda Secondary School in the Lubwa area of Chinsali District.

The activities aimed to raise awareness among pupils about the Commission’s mandate and equip them with the necessary knowledge to actively participate in CCPC initiatives such as radio programs and consumer rights advocacy activities.

During the engagements, CCPC team highlighted the importance of consumer protection, fair trading practices, and the role young people can play in safeguarding their communities from unfair business conduct.

The school club program is part of CCPC’s ongoing efforts to empower young people with knowledge on fair competition and consumer rights.

CCPC

CCPC ENGAGES DON BOSCO SECONDARY SCHOOL LEARNERS ON CONSUMER RIGHTS IN LUAPULA PROVINCE.

2025-08-06

On Tuesday, 5th August 2025, the Competition and Consumer Protection Commission (the Commission) held an interactive session with learners from Don Bosco Secondary School in Mansa District of Luapula Province during the School Club Day.

The session focused on educating learners about the mandate of the Commission, as well as their rights and obligations as enshrined in the Competition and Consumer Protection Act No. 24 of 2010, as amended by Act No. 21 of 2023.

The visit was part of the Commission’s ongoing efforts to increase consumer awareness, particularly among learners, and to explain upcoming activities planned for the third term. During the engagement, the Commission encouraged learners to share the knowledge they had acquired with their peers, parents, and guardians within their communities.

Learners expressed excitement about the Commission’s visit and committed to spreading the information they had learned. They also expressed hope for more engagements in the future.

CCPC