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Consumer Protection

The Competition and Consumer Protection Act (CCPA)

At Quickfive, our priority is our customers. We are committed to supporting and safeguarding you, the consumer. Thus, we acknowledge and uphold the principles of the Competition and Consumer Protection Act.

 

Our core values and ethics are aligned with the Competition and Consumer Protection Act; therefore, we will always prioritise the consumer and aim to uphold the principles of the act in all our dealings with customers. As a consumer, you should know and understand what the Competition and Consumer Protection Act aims to achieve, what your rights are as a consumer, and how and where to raise your concerns.

 

What is the Competition and Consumer Protection Act

The Competition and Consumer Protection Act aims to protect consumers from unfair trade practices in the Republic of Zambia. It does this through the Competition and Consumer Protection Commission (CCPC), which has been mandated to investigate, prosecute, and resolve issues related to consumer rights violations.

 

Objectives of the Act

The act aims to;

  • Safeguard consumer interest by preventing businesses from engaging in unfair, misleading, and deceptive practices. This includes ensuring product safety, truthful advertising, and providing avenues for redress when consumers have been harmed.

  • Establish a legal enforcement framework to regulate business conduct and resolve disputes between consumers and businesses. This includes the establishment of the CCPC and the Competition and Consumer Protection Tribunal.

  • Outline specific consumer rights, such as the right to fair and honest dealing, the right to safety, and the right to redress. It also provides mechanisms for consumers to report violations and seek remedies.

  • Encourage sustainable consumption patterns and responsible consumer behaviour and business practices that minimise negative environmental and social impacts.

 

What are your Consumer’s Rights?

  • Your right to equality in the consumer market and protection against discriminatory marketing practices

  • Your right to privacy

  • Your right to choose

  • Your right to disclosure of information

  • Your right to fair and responsible marketing

  • Your right to fair and honest dealing

  • Your right to fair, just, and reasonable terms and conditions

  • Your right to fair value, good quality and safety

  • Your right to accountability by suppliers

 

Addressing Your Matters

From the onset, we are listening to the voice of the consumer. Your comments, whether positive or negative, complaints, concerns or queries, allow us to grow and improve, identify your needs and expectations, and enable us to surpass those expectations daily. Therefore, your feedback is highly valuable to us and greatly appreciated.

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Should you wish to contact us, we have several channels that you can use. We promise to address your matters as efficiently as possible, in a professional manner.

 

Channels to address your complaints, queries or concerns

1. Call, email, WhatsApp, Website or In-store

  • Call the Quickfive customer care centre on 0963 417 083

  • Chat on WhatsApp via 0963 417083

  • Email the Quickfive customer care centre on customercare@quickfive.co.zm

  • Contact us via our website www.quickfive.co.zm

  • Make contact in-store at your nearest store

 

2. Social Media.

  • Leave a comment or send a message via;

    • Facebook

    • Instagram

    • X (Twitter)

    • TikTok:

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Greater detail for each route is provided below:

Call or WhatsApp

  • Call or WhatsApp our dedicated customer care centre. A customer care representative will take down all the details necessary to escalate your matter to the necessary Quickfive management staff member, who will address your matter and get back to you.

 

Email

  • Contact Quickfive customer care centre via e-mail on customercare@quickfive.co.zm

  • The customer care representative will read your email and log your matter on our internal system.

  • Your details will be escalated to the necessary management staff member, who will address your concerns and get back to you.

 

Contact us via our website.

  • Log on to www.quickfive.co.zm and click on the 'Contact Us' tab.

  • A customer care representative will respond to your chat, call, or email as soon as possible. The maximum turnaround time to get a response is 12 to 24 hours.

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In-store

  • Our stores have dedicated customer service staff available to assist you with any queries, complaints, or other assistance you may require. Look out for our store associate in white. If the store associate in white is unavailable, ask to call the head office, which can assist you or delegate an in-store staff member to handle your matter.

 

Facebook, X, Instagram and TikTok

  • Visit our Quickfive Facebook, X, Instagram, or TikTok accounts, like or follow, and leave a comment or send a message. A dedicated representative will respond to you, attempt to assist immediately, or may need to escalate your query to the necessary management staff member. Occasionally, we may ask for a contact number to gather more information, helping us to address your concerns better.

 

Required Details

To professionally address your concerns or complaints. The customer care representative will require the following details.

  • Name and surname

  • Contact numbers (*cell phone number or WhatsApp number if possible)

  • Nature of complaint and full details

  • Store name or location

 

Should your concern be about a specific product, the following information will also be required;

  • Product description

  • Bar code / LAN number for in-store fresh departments

  • Best before date

  • Sell by date

  • Batch number

  • Cost of product

  • How many items were purchased

  • Supplier code (where possible)

  • Packaging details (what it looks like and label description)

  • Has the matter been reported to the store?

  • Has the store refunded you?

 

Details will be confirmed.

  • The representative will explain the procedure to you, the customer. Your matter will be escalated and assigned to the necessary management staff member.

  • A case reference number will be provided

  • In line with your preferred contact method, the management staff member responsible for your matter will call, email or WhatsApp you, acknowledging your matter and guiding you on the next steps until your matter is resolved.

 

The Competition and Consumer Commission

If you are still having challenges resolving a matter with Quickfive, you may contact CCPC to seek assistance by;

 

  • Visiting their Lusaka office at plot 3827, Parliament Road, Olympia Park, Lusaka.

  • Send an email to zcomp@ccpc.org.zm or submit a complaint directly to complaints@ccpc.org.zm

  • Call the toll CCPC free number 5678

  • Send a WhatsApp message to 0975 873988, or via the CCPC mobile application, which can be downloaded from either the Google Play Store or App Store.

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Please note that CCPC requires you, as the complainant, to contact Quickfive regarding your matter before reporting to CCPC. Additionally, to assist with the analysis of your case, CCPC requires proof of transaction as outlined in ‘required details’.

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