ZURA attends to complaints against a supplier of regulated goods or services in relation to any matter connected with the supply, possible supply or proposed supply of goods or services. There is a dedicated unit, under Head of Legal Unit which receives and follow up complaints from consumers of regulated goods and services. The Unit which was established under Act No. 7/2013 of the Laws of Zanzibar is known as Customer Affairs Operation.
The major underlying policy on consumer complaints handling procedure centres on: o Consumer Protection - The need for service providers to provide reliable, quality and affordable goods or services; o Preference to amicable complaints settlement procedure as opposed to litigation; o Having a speedier, just and less bureaucratic complaints handling procedure.