Wamuyu, I may be wrong but I think it is the way you borrow money from a bank and you have to pay interest or something like that. I think this service is sort of a loan.........................so I guess your issue is whether the Kshs 5 is too much but charging something is within their right ( I may get hollered at for this). Another case in point is even those market women who loan maybe 500 shs from the market 'loan sharks' and have to pay back an extra 50 shs at the end of the day when they return the money. Anyway I am sure there will be more people on the list who can advice, I have a few clues on where to report but do not want to write so authoritatively. And Alex....congratulations are in order! Nyaki ________________________________ From: Wamuyu Gatheru <wamuyulearn@yahoo.co.uk> To: elizaslider@yahoo.com Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Sun, October 4, 2009 3:50:35 PM Subject: [kictanet] Consumer Protection - Safaricom Dear Listers, Am a Consultant in Public Sector Governance who finds this list a most informative one ...a good example of how to dialogue for policy making. I have a question. Where do I complain about Safaricom charging a Kshs 5 fee for their Kshs 50 credit advance service. Is this common in pricing? - For a company to charge a fee on a payment made to them? regards, Wamuyu