The National Transport and Safety Authority (NTSA) has reimbursed a motorist Ksh66,050 after a prolonged dispute over a mistaken payment for vehicle number plates.
The motorist had intended to pay for reflective parastatal number plates for the Kenya Sugar Research and Training Institute (KESRETI) but inadvertently paid for security number plates instead. This error occurred on August 19, 2025.
When NTSA delayed processing the refund, the motorist sought assistance from the Commission on Administrative Justice, also known as the Office of the Ombudsman. The Commission initiated an inquiry and repeatedly contacted NTSA for clarification.
After NTSA failed to respond, the Commission escalated the matter by issuing a Notice to Show Cause on April 17, 2026, addressed to NTSA’s CEO and Director General, Nashon Kondiwa. Continued inaction led to a summons being issued on July 7.
Following these interventions, NTSA formally investigated the complaint, confirmed the payment error, and processed the refund. The motorist has since confirmed receipt of the full amount.
Commission on Administrative Justice statement:
- “Following the Commission’s intervention, NTSA investigated the complaint and acknowledged the error in the payment.”
- “The Authority subsequently processed the refund and furnished the Commission with proof of payment.”
- “Mr. D.O.O. confirmed receipt of the Ksh66,050 refund, successfully resolving the complaint.”
The case highlights the role of the Ombudsman in holding government agencies accountable and ensuring timely resolution of citizen grievances.
