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Kenya

NSE launches Complaints Handling Unit

NAIROBI, Aug 18 – The Nairobi Stock Exchange in collaboration with the Capital Markets Authority, Central Depository and Settlement Corporation (CDSC) and Kenya Association of Stock Brokers and Investment Banks (KASIB), has launched a centralised and automated Complaints Handling Unit (CHU) with the aim of resolving investor issues in a quick and efficient way.

CHU is a one stop point of reference for investors to lodge complaints, track the progress and receive the required information.

“I am confident that CHU will be an effective way of resolving investors’ problems and a good way of nurturing good relations between ourselves and the general public. It is a necessary part of our initiatives towards improving investor confidence,” said the Chairman Edward Njoroge during the launch. 

He continued to say that the Complaints Handling Unit symbolises for the stock market a positive step to improving the relationship with the investors, especially the retail investors who have been and continue to be the driving force of liquidity in this market. 

On the benefits of this unit – Mr Njoroge pointed out – that investors will be able to track the progress of resolution of their complaints as the format of collecting and reporting complaints is now standardised, thereby providing a quick feedback as well as minimising duplication of efforts.

Mr Njoroge finally indicated that the stock exchange is cognisant of the fact that investor confidence is the core mandate of all the stakeholders and that there is a need to understand the challenges that the investors are facing and get to know what products they would wish to see in the market.

The Complaints Handling Unit will therefore be the interface with the retail investors towards this purpose.

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