NTSA Refunds Ksh66,050 After Erroneous Number Plate Payment Complaint

The National Transport and Safety Authority (NTSA) has refunded Ksh66,050 following the intervention of the Commission on Administrative Justice, also known as the Office of the Ombudsman.

According to a notice dated August 13, the refund followed a complaint by a person identified as  D.O.O., who had alleged that NTSA delayed refunding money that had been erroneously paid to the Authority.

“NTSA finally processed and refunded Kshs. 66.050 following the intervention of the Commission,” read part of the notice.

NTSA Faces Complaint Over Incorrect Number Plate Payment 

The Commission stated that the Ksh 66,050 was paid to NTSA on August 19, 2025, for the wrong type of number plates.

According to the Ombudsman, the money had been intended to pay for reflective parastatal number plates for the Kenya Sugar Research and Training Institute (KESRETI).

However, the payment was instead made for security number plates, prompting the complainant to seek a refund from NTSA.

“According to him, the money had been erroneously paid for security number plates instead of the reflective parastatal number plates intended for the Kenya Sugar Research and Training Institute (KESRETI),” the Ombudsman stated.

Also Read: How to Replace Faded or Defective Number Plates in Kenya Through NTSA

As a result, the Commission said it took up the matter with NTSA through an inquiry after receiving the complaint, but the Authority initially failed to respond to the Commission’s inquiries, despite reminders.

The continued lack of response prompted the Commission to escalate the matter by issuing a Notice to Show Cause to the NTSA Chief Executive Officer on April 17, 2026.

The Commission subsequently issued summons dated July 7, 2026, seeking an explanation and resolution of the matter.

Ombudsman Secures Resolution of  Refund Complaint 

Ombudsman further noted that the continued lack of response prompted the Commission to escalate the matter by issuing a Notice to Show Cause to the NTSA Chief Executive Officer on April 17, 2026.

Also Read: How to Download and Print Your NTSA Driving Licence Details Online

It also subsequently issued a summons dated July 7, 2026, seeking an explanation and resolution of the matter.

“The continued unresponsiveness by the Authority prompted the Commission to issue a Notice to Show Cause (NTSC) dated 17th April 2026 to the Chief Executive Officer of NTSA, and subsequently issue a summons dated 7th July 2026, seeking an explanation and resolution of the matter,” the Ombudsman stated.

Following the Commission’s intervention, NTSA investigated the complaint and acknowledged that an error had occurred in the payment,  processed the refund, and provided the Commission with proof of payment.

Thereafter, D.O.O. later confirmed that he had received the money, bringing the complaint to a successful resolution.

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Photo collage of NTSA headquarters and a vehicle with a faded number plate
PHOTO/NTSA