Customer Rights & How To Reach Us
Customer Support, Complaints & How We Handle Them
At MoPhones, we are committed to treating every customer fairly, honestly, and with respect. This page tells you how to reach us, how we handle your complaints, and what to do if your concern involves our business conduct or the behaviour of our staff.
1. Customer Complaints
How to reach us
If you have a complaint about a product, delivery, financing, customer service, or any other part of your MoPhones experience, please contact us through any of the following channels:
📞 Customer Care SMS- 25044
📧 Email- support@mophones.co
💬 WhatsApp & Live Chat-0718 949 989
📱 MoPhones App- Available in-app under Support
🏢 In-Person- Pioneer House, Kimathi Street, Rm 3, Floor 5, Nairobi
📲 Social Media- Instagram · Facebook · TikTok
All channels are monitored during business hours (9:00am - 5:30pm everyday). You can use whichever channel is most convenient — your complaint will be logged and tracked regardless of where you submit it.
What happens after you complain
When you submit a complaint, here is what you can expect:
Within 24 hours, you will receive an acknowledgement confirming your complaint has been received, along with a reference number and an expected timeline for resolution.
We categorise complaints into three levels based on impact and urgency:
- Level 1 — Minor: Simple service issues resolved through standard procedures. Target resolution: 1 business day.
- Level 2 — Major: Issues involving multiple departments or complex product or service failures. Target resolution: 1 business day.
- Level 3 — Critical: High-impact complaints with potential legal, financial, or reputational consequences. Escalated to Senior Management immediately. Target resolution: 1 business day.
Once your complaint is assessed, it is investigated in collaboration with the relevant team, a root cause is identified, and corrective action is taken where needed. You will receive a written response summarising the findings, the action taken, and any steps being taken to prevent recurrence.
If you are not satisfied with our response, you may escalate to relevant consumer protection agencies or seek independent consumer advice.
2. ESG Complaints — Business Conduct & Grievances
If your concern is about how MoPhones conducts its business — including unfair or misleading financing practices, how our agents represent our products, data privacy, or the ethical conduct of our operations — this is handled through our dedicated ESG grievance process.
How to raise an ESG grievance
📧 Email: esg@mophones.co — monitored by MoPhones' designated ESG leads, separate from general customer support.
📋 Anonymous Form: You can submit a concern without providing your name or any identifying information at forms.gle/FAekeGqsCghVrMzU9. Anonymous reports are treated with the same seriousness as named ones.
What happens when you raise an ESG concern
- Acknowledgement — You will receive a confirmation within 24 hours that your report has been received. Anonymous submissions will not receive a direct acknowledgement but will be acted on.
- Review — Your concern is assessed by a designated lead who is independent of the team or individual involved.
- Investigation — A formal investigation is conducted where warranted. You will not be asked to interact directly with the person or team your complaint concerns.
- Response — You will receive a clear written response within 5 working days explaining what action has been or will be taken.
- Follow-up — For ongoing matters, we will keep you updated on the outcome.
Your complaint is treated confidentially throughout. Only those who need to know in order to investigate will have access to it. You will not face any negative consequences for raising a genuine concern.
MoPhones' ESG policy is guided by BII Good Practice Standards.
3. Gender-Based Violence & Harassment (GBVH)
Every MoPhones customer has the right to interact with our team free from harassment, intimidation, or any form of gender-based violence — whether that interaction takes place over a phone call, WhatsApp, at your door during a delivery, or during a field visit at your home or workplace.
What you should never experience from a MoPhones representative
- Sexual comments, advances, or inappropriate personal remarks — whether verbal, written, or physical
- Threatening, aggressive, or intimidating behaviour of any kind
- Pressure to accept financing terms you have not agreed to, or coercion of any kind
- Contact outside of agreed hours or through personal channels
- Any use of your personal information beyond the scope of your transaction with us
This standard applies to all MoPhones employees, telesales agents, delivery riders, field credit agents, and any representative acting on our behalf.
How to report
📧 Email: esg@mophones.co — for named reports, handled confidentially by MoPhones' GBVH Designated Leads.
📋 Anonymous Form: forms.gle/FAekeGqsCghVrMzU9 — you do not need to provide your name or any identifying information.
What happens when you report
Your report goes directly to MoPhones' GBVH Designated Leads, who operate independently of day-to-day sales and operations. Every report is investigated. The staff member or agent involved will not be made aware of your identity. Where misconduct is confirmed, action will be taken — up to and including immediate termination.
If you are in an urgent situation or need external support, please contact Kenya's GBV Hotline: 1195 — free and available 24/7.
General support: SMS 25044 · support@mophones.co · WhatsApp 0718 949 989 ESG & GBVH concerns: esg@mophones.co