Over K3 million refunds facilitated to consumers in 2025

The Competition and Consumer Protection Commission (CCPC) has indicated that it facilitated refunds amounting to K3,090,090.73 for consumers in 2025.

Responding to a press query by the Zambian Business Times – ZBT, CCPC Senior Public Relations Officer, Frolence Zaza revealed that the Commission also secured product replacements, repairs and re-performance of services valued at K1,771,300.00 for consumers. “This translates to a total value of K4,861,390.73 that would likely have been lost had the Commission not intervened,” said Zaza.

Meanwhile, speaking in an interview with ZBT, Copperbelt-based economic and policy analyst, John Ng’andu said the figures demonstrate the economic importance of protecting consumers from unfair business practices.

Ng’andu said the K4.86 million recovered or protected for consumers reflects both existing market failures and the growing effectiveness of the CCPC in resolving consumer disputes. “The K4.86 million figure shows that consumers were still facing problems involving substandard goods and services, while regulatory intervention was helping protect household income,” he said.

Ng’andu added that refunds of more than K3 million could also point to weaknesses in after-sales services, warranties and return policies, particularly in sectors such as retail, motor vehicles, electronics, telecommunications and construction. However, he said CCPC intervention could also benefit compliant businesses by helping eliminate rogue traders and strengthening confidence in the marketplace.

“Protecting that money in people’s pockets has a direct multiplier effect on local spending and consumer protection should therefore be viewed as an economic issue rather than merely a social concern,” said Ng’andu. He urged Government and regulators to strengthen consumer education, impose tougher penalties on repeat offenders and use complaint data to identify highrisk sectors, saying preventing consumer losses is cheaper than recovering them after the damage has already been done.