Complaints
We Take Complaints Seriously...
At Akili Network, we take Akili TV complaints seriously. We are committed to providing the best possible service to our viewers and listeners. In addition, we ensure our programming complies with the Kenya Information and Communications Act, 2009, the Broadcasting Regulations, and Section 11 of the Programme Code published by the Communications Authority of Kenya.
Therefore, we welcome feedback from our viewers and value your input about our programming.
Easy and quick >>
use our Online Complaints Form to submit complaints that meet the CAK approved complaints handling procedure
How to Lodge a Complaint
You can submit a complaint through any of the following methods:
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In person (We will assist persons with disabilities)
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Online via our complaints form
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Phone or SMS
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In writing
To process your complaint, please include the following:
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Your full name and contact details (anonymous complaints are usually not considered)
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The date and time of the broadcast
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The name of the program, news item, or advertisement in question
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A clear description of what concerned you in the broadcast
Moreover, accept written complaints in both English and Kiswahili.
Contact Details
Please address your complaint to:
The CEO
Akili Partners Limited
P.O. Box 2852 - 00606
Nairobi, Kenya
Tel: 0791 574091
SMS: 20264
Email: complaints@akilikids.com
How We Handle Complaints
We make every effort to resolve all genuine complaints. However, we may not respond to those that are:
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Trivial or hypothetical
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Made in bad faith
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Abusive, offensive, or vexatious
Here’s what you can expect once we receive your complaint:
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We’ll send an acknowledgment within 7 working days.
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Next we'll review and assess the program or content you reported.
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If needed, we’ll consult the relevant parties (such as advertisers or program creators).
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Finally, we’ll send a written response, including the outcome and reasons for our decision, within 45 days.
As a result, we aim to address all your concerns clearly and fairly.
We are committed to handling Akili TV complaints promptly and professionally, ensuring that every concern is addressed thoroughly.
Escalating a Complaint
If you're not satisfied with our response, you can escalate your complaint to the Communications Authority of Kenya (CAK). However, the CAK advises first completing the Akili Network complaints process before reaching out to them.
Send your complaint to:
The Director General
Communications Authority of Kenya
Waiyaki Way
P.O. Box 14448-00800
Nairobi, Kenya
Email: broadcast.complaint@ca.go.ke
Fax: +254-20-4451866
Tel: +254-20-4242000
Keep Copies of All Communication
Akili Network keeps a record of all complaints and related responses. Furthermore, if requested, we will share this information with the Communications Authority of Kenya. We encourage you to keep copies of all your correspondence as well.
Privacy Commitment
We are dedicated to protecting your privacy. Please refer to our Privacy Policy for more information.