Zambia Rights Guide
How to File a Consumer Complaint in Zambia
The Competition and Consumer Protection Act 2010 gives every Zambian consumer the right to refunds and fair dealing. File free at the Competition and Consumer Protection Commission.
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Direct Answer
The Competition and Consumer Protection Act 2010 and the Consumer Protection Act protect every Zambian consumer against defective goods, misleading advertising, and unfair trading practices. File complaints free with the Competition and Consumer Protection Commission (CCPC) in Lusaka or at regional offices.
What the Law Says
Your Legal Foundation
Competition and Consumer Protection Act 2010
Section 43
“A supplier shall not engage in conduct that is unfair, unconscionable, or misleading in any transaction with a consumer.”
Competition and Consumer Protection Act 2010
Section 46
“A consumer is entitled to goods that are fit for the purpose for which they are ordinarily used, of merchantable quality, and match their description.”
Consumer Protection Act Cap 394
General
“Suppliers must not sell goods that are unsafe, counterfeit, or fail to meet minimum quality standards.”
What to Say
Exact Words to Use
“"The goods I purchased from you on [date] are defective/not as described. Under the Competition and Consumer Protection Act 2010, I am entitled to a refund, repair, or replacement. Please remedy this within 7 days or I will file a complaint with the Competition and Consumer Protection Commission."”
Tone: Written — to the business
Common Questions
Frequently Asked Questions
Does the consumer protection law cover online purchases in Zambia?
Yes. The Competition and Consumer Protection Act applies to all commercial transactions in Zambia, including online sales. If you are sold defective goods online, you have the same rights to refund, repair, or replacement.
A trader sold me counterfeit goods — what can I do?
Report to the CCPC and also to the Zambia Bureau of Standards (ZABS) which enforces product standards. Counterfeit goods are a criminal matter and can also be reported to the police.
I was overcharged compared to the advertised price — can I claim the difference?
Yes. Charging above the advertised price is a misleading trade practice under the Act. Report to the CCPC with evidence of the advertised price and the actual charge.
I have a dispute with my mobile money provider — who do I complain to?
File with the Bank of Zambia (consumer desk) for mobile money issues and with the Zambia Information and Communications Technology Authority (ZICTA) for telecom service quality issues at zicta.zm.
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