The Consumer Federation of Kenya (COFEK) has filed a written complaint with Moja Expressway over the alleged expiry of Toll Points used to pay for the Nairobi Expressway.In a letter obtained by Kenyans.co.ke, COFEK said it had received complaints from motorists who were notified that their prepaid Toll Points had allegedly expired.According to the lobby group, the motorists’ accounts still showed sufficient balances despite the alleged expiry.“We, the Consumers Federation of Kenya (COFEK), write regarding complaints from consumers who received Electronic Toll Collection (ETC) notifications that their prepaid Toll Points had allegedly expired, although their accounts still reflected sufficient balances,” COFEK stated.The group argues that Prepaid Toll Points are value paid for in advance and cannot therefore have an expiry date."Prepaid Toll Points are value paid for in advance. They can't lapse. They ought to accrue interest. Under Article 46 of the Constitution, consumers are entitled to information necessary to gain full benefit from services and to the protection of their economic interests," it added.In its letter dated October 5, 2026, COFEK issues several demands, asking Moja Expressway to respond within seven days or face legal action.The lobby asked the company to confirm whether prepaid toll fees have an expiry date, when the expiry date was introduced, and whether it applies to points bought before the rule.It is also demanding an explanation of how customers were informed about the rule and what happens to the unused balance.The lobby further wants Moja Expressway to determine whether the recent notifications were due to a policy change or a system error."In the premises, we request that, within seven (7) days of receipt hereof, you confirm whether prepaid Toll Points are subject to expiry and, if so, the governing terms, the date they took effect, and whether they apply to Toll Points purchased before their introduction or amendment," COFEK said.Prepaid toll points are loaded onto the Electronic Toll Collection System (ETC) and automatically read by an On-Board Unit (OBU) device installed on the vehicle.These points allow motorists to drive through the toll gates without stopping at the toll stations on the Nairobi Expressway.
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