How to File a Complaint at Mombasa Port and Get Your Issue Resolved

Mombasa Port is the largest port of East and Central Africa, with millions of tonnes of cargo being handled every year by the port, which serves not only Kenya but also other landlocked countries like Uganda, Rwanda, South Sudan, Burundi and the Democratic Republic of Congo.

Considering the huge volume of cargo that is imported, exported and transited through the port every day, complaints and disputes sometimes occur due to cargo delays, customs clearance, shipping papers, customer relations, damaged cargo, or administration issues.

Importers, exporters, clearing agents, transporters and members of the public need to know how to file complaints to ensure they get a speedy redress to their grievances.

The Kenya Ports Authority (KPA), the managing body of the Mombasa port, has put in place different methods through which customers may lodge their complaints.

It is recommended for those who have a complaint to have their papers ready before lodging a complaint.

The complaint should be well written and accompanied by relevant documentation such as Bill of Lading, invoices, cargo release papers, delivery order, letters, receipts and all reference numbers for the cargo.

Official Complaints Procedure in Kenya Ports Authority

The official body entrusted with handling complaints from Mombasa Port is the Kenya Ports Authority.

Clients can make complaints through the official communication means of the body.

For those seeking to make electronic complaints, clients can report using the email address: PublicComplaints@kpa.co.ke or using the official online complaint channel of KPA.

One may also reach the client feedback desk on +254-41-2112999 or customerfeedback@kpa.co.ke.

Those preferring physical complaint procedures can make official complaints to the KPA headquarters at Kipevu, Mombasa.

Complainants are advised to attach personal names, contacts, reference numbers of cargo and all other documentation for ease of tracking of the case.

Also Read: How to Pay Mombasa Port Charges and Clear Cargo in Kenya

When should the Kenya Maritime Authority Be Contacted?

All complaints cannot be reported to the Kenya Ports Authority.

If the complaint is related to issues like shipping companies, maritime safety, maritime operations, maritime law, licensing, then it is recommended that one should report their grievances to the Kenya Maritime Authority (KMA).

The complainants can either send their complaint through the e-mail address complaints@kma.go.ke or can also visit their offices in Bahari Towers, Mbaraki Road, Mombasa.

Escalation of Unresolved Complaints

In case a complainant feels that the Kenya Ports Authority has not sufficiently dealt with his/her complaint or delayed the action for no valid reason, the complaint can be taken to the Commission on Administrative Justice (Ombudsman’s office).

The Commission looks into complaints of maladministration, administrative injustice, delays, abuse of position and failure by public agencies to render services fairly.

The Commission is situated on the second floor of Mombasa Trade Centre (former Ambalal House) on Nkrumah Road.

Also Read: How to Register as a KPA Port User: Requirements, Documents and Process Explained

Documents to Support a Complaint

The complainants should submit copies of all supporting documents while making a complaint.

This list includes such items as:

• Bill of lading.
• Documents concerning the delivery of cargo.
• Shipping invoices.
• Documents for the clearance of cargo through customs.
• Delivery orders.
• Confirmation of receipts and payments.
• Communication with shipping lines and port authorities.
• Cargo identification numbers.
• Pictures in case there is any damage to the cargo.
• Sequence of events explaining the situation.

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A fleet of ships docking at the Mombasa port. PHOTO/ File