The National Transport and Safety Authority (NTSA) has reimbursed KSh 66,050 to a Kenyan who accidentally paid for the wrong category of number plates in August 2025. The refund came after persistent efforts by the Commission on Administrative Justice, commonly known as the Office of the Ombudsman.
The complainant, identified only as Mr D.O.O., intended to purchase reflective parastatal number plates for the Kenya Sugar Research and Training Institute (KESRETI) but mistakenly paid for security number plates instead. Despite multiple refund requests to NTSA, the authority initially ignored his appeals.
After months without resolution, the Ombudsman intervened by formally contacting NTSA. When the authority failed to respond, the Commission escalated the matter by issuing a Notice to Show Cause to NTSA’s CEO in April 2026 and later summoning him in July 2026.
Following the summons, NTSA acknowledged the error and processed the refund, submitting confirmation of payment to the Ombudsman. Mr D.O.O. confirmed receipt of the full amount, closing the case nearly a year after the initial payment.
Significance of the Ombudsman’s Role
This case highlights the critical role the Ombudsman plays in ensuring government agencies address citizen complaints, especially when direct approaches fail.
Context on NTSA’s Finances
NTSA generates between KSh 9 billion and KSh 10 billion annually but retains only a small portion, limiting its capacity to fund road safety initiatives. The authority has called for the retention of KSh 3 billion to better support its operations.
