The Consumer Federation of Kenya (COFEK) has filed a formal complaint with Moja Expressway, seeking clarification on allegations that prepaid toll points on the Nairobi Expressway have expired despite having sufficient balances. Motorists reportedly received electronic notifications indicating that their prepaid toll points had expired. COFEK's complaint was lodged on October 5, 2026, and the group is seeking answers on the issue. The complaint invokes Article 46 of the Constitution, which guarantees consumers the right to information necessary to obtain full benefit from services.
COFEK contends that prepaid toll points are paid for in advance and therefore should not be subject to an expiry date. The group argues that this is in line with the Constitution, which protects consumers' economic interests. In a letter dated October 5, COFEK gave Moja Expressway seven days to confirm whether prepaid toll points have an expiry date, the date any such rule was introduced, and whether it applies to points purchased before the rule's implementation.
The complaint also requests details on how customers were informed about any expiry rule, the treatment of unused balances, and whether the recent notifications stem from a policy change or a system error. COFEK's complaint explains that prepaid toll points are loaded onto the Electronic Toll Collection (ETC) system and read by an on-board unit (OBU) installed in vehicles, enabling motorists to pass through Nairobi Expressway toll gates without stopping.
As of the publication date, Moja Expressway had not issued a public response to COFEK's allegations or the specific demands outlined in the letter. The company's silence has raised concerns among motorists who use the Nairobi Expressway. COFEK's move is aimed at protecting consumers' rights and ensuring that they are not unfairly disadvantaged by any policies or system errors.
The Nairobi Expressway is a critical transportation infrastructure in Kenya, and any issues with its operations can have a significant impact on commuters. COFEK's complaint highlights the need for transparency and clear communication from service providers, especially when it comes to issues that affect consumers' economic interests.
The expiry of prepaid toll points, if confirmed, would affect many motorists who rely on the Nairobi Expressway for their daily commute. COFEK's demand for clarification is aimed at ensuring that consumers are not unfairly treated and that their rights are protected. The group's actions are also likely to prompt a review of the terms and conditions of prepaid toll points.
The outcome of COFEK's complaint and Moja Expressway's response will be closely watched by consumers and stakeholders. The issue highlights the importance of clear communication and transparency in service provision, particularly in the transportation sector.
Key points
- COFEK lodged a complaint with Moja Expressway over alleged expiry of prepaid toll points.
- The complaint invokes Article 46 of the Constitution, which guarantees consumers the right to information.
- Moja Expressway had not issued a public response to COFEK's allegations as of the publication date.
