NTSA Refunds Ksh66,050 After Ombudsman Intervention*

According to a notice dated August 13, 2026, the refund followed a complaint by a person identified as D.O.O., who reported that NTSA had delayed refunding money that was mistakenly paid to the Authority.

The Ksh66,050 was paid to NTSA on August 19, 2025, for number plates intended for the Kenya Sugar Research and Training Institute (KESRETI). However, the payment was mistakenly made for security number plates instead of the reflective parastatal plates required.

The complainant subsequently sought a refund from NTSA but said the Authority failed to resolve the matter.

The Ombudsman took up the complaint and began engaging NTSA through an inquiry. However, the Authority initially failed to respond despite several reminders.

The lack of response prompted the Commission to escalate the matter by issuing a Notice to Show Cause to the NTSA Chief Executive Officer on April 17, 2026.

The Commission later issued summons dated July 7, 2026, seeking an explanation from NTSA and a resolution to the complaint.

Following the intervention, NTSA investigated the matter and acknowledged that an error had occurred in the payment. The Authority then processed the refund and provided the Commission with proof of payment.

D.O.O. later confirmed that the money had been received, bringing the complaint to a successful resolution.

The case underscores the role of the Office of the Ombudsman in addressing complaints arising from delays, administrative failures and service delivery issues within public institutions.