The report, which gathered data from at least one city or municipality in each of Uganda’s four regions, recorded a total of 11,154 consumer complaints. Of these, 7,112 were related to services, 2,085 to goods, and 1,947 to both. Among the service sectors, transportation emerged as the most frequent source of dissatisfaction.
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Some of the Researchers at the report launch
The inaugural Consumer Voices Report on Goods and Services in Uganda has identified the transportation sector as the most problematic for consumers in the country. Compiled by the Global Consumer Center (CONSENT), the report seeks to capture consumer perspectives on goods and services, gather complaints, and provide evidence-based recommendations for sustainable improvements.
The report, which gathered data from at least one city or municipality in each of Uganda’s four regions, recorded a total of 11,154 consumer complaints. Of these, 7,112 were related to services, 2,085 to goods, and 1,947 to both. Among the service sectors, transportation emerged as the most frequent source of dissatisfaction.
The report highlights that the top complaints were related to transportation (31%), communication (30%), electricity (29%), agro-food systems (25%), trade/markets (25%), health/environment (24%), water and sanitation (23%), education (20%), and finance (17%). A significant 2,774 complaints were lodged against the transport sector. Of these, 65% (1,804) cited speeding, 53% (1,482) pointed to poor vehicle maintenance, and 46% (1,287) criticized the use of unsafe shortcuts by drivers.
Additionally, 45% (1,249) of complaints highlighted unclean taxis and motorbikes, while 42% (1,171) reported inconvenient mid-journey transfers between vehicles. Other transportation issues raised in the report include inadequate provisions for disabled passengers, such as the absence of ramps or communication aids, highlighting the sector’s inaccessibility for persons with disabilities.
Consumers also pointed out delays caused by poor road conditions, overloading, and vehicle non-compliance with traffic regulations, which often led drivers to take risky shortcuts to avoid police checks. The report also noted the challenges of inconsistent transport fares, likely due to unregulated costs and fluctuating fuel prices, as well as poor customer service by taxi drivers and conductors. Further complaints included expired driver’s licenses and unroadworthy taxis using back routes to avoid police enforcement, putting passengers at risk.
One consumer shared a tragic account of over-speeding that led to the loss of their parents. Other concerns included excessively dirty vehicles, broken seats, and a lack of basic safety features. The report highlighted that services, unlike physical goods, are harder to assess before purchase, leading to higher levels of dissatisfaction. The personal nature of service delivery increases the likelihood of complaints when consumer expectations are unmet. Moreover, services are often integral to accessing goods, thus affecting the entire value chain.
The report also revealed a concerning lack of consumer awareness, with 87% of survey respondents unaware of local Consumer Affairs Organizations, Departments, and Agencies (CAODAs), while only 13% were aware. This points to a significant gap in the visibility and engagement of CAODAs across Uganda. The report calls for enhanced partnerships and more visible engagement from CAODAs to improve the quality of goods and services for the benefit of consumers and the economy.
Regarding goods, complaints were primarily related to substandard products, price volatility, counterfeits, and expired goods. When asked about their preferred solutions, 35% of consumers sought replacements, 34% wanted apologies, 27% preferred refunds, and 8% were unsure. However, 37% proposed long-term solutions, such as better product and service quality, community-responsive policies, and more effective complaint mechanisms.
The report makes several key recommendations for addressing these consumer concerns. One of the primary recommendations is to enhance quality control by strengthening monitoring and compliance with quality standards for both goods and services to build consumer trust. It also emphasizes the need for greater transparency and accountability, urging business operators to maintain transparent operations, uphold standards, and implement consumer feedback systems to improve corporate responsibility. Additionally, businesses are encouraged to prioritize quality customer service to foster trust and loyalty.
The report also stresses the important role of Parliament in advocating for consumer safety by supporting relevant legislation that protects consumer rights and promotes transparency in the marketplace. Furthermore, it highlights the significant financial burden on consumers due to the high cost of living, urging Parliament and government ministries to find solutions that reduce this burden for Ugandans.
Through collaborative efforts, the report calls for stakeholders to work together to foster a transparent, accountable, and consumer-centered marketplace, which is crucial for Uganda's sustainable socio-economic development.
