Guideline for Lodging Complaints and Appeals at the Pharmacy and Poisons Board

The Pharmacy and Poisons Board (PPB) is the national regulatory authority established under the Pharmacy and Poisons Act, Cap 244 Laws of Kenya (“the Act”). The Act mandates the PPB to regulate medical products, health technologies and the profession of Pharmacy. In its day to day execution of her mandate complaints are inevitable.

In the performance of its functions, complaints arising from regulatory decisions or processes and appeals are inevitable. This guideline outlines the information required when lodging a complaint on a medicine and medical devices, and it also facilitates the investigation process.

This document has been established to provide the public and stakeholders with guidance on complaint management process regarding the quality of services provided as well as the quality, safety, efficacy/effectiveness, handling/storage, manufacture etc of the Board’s-regulated products. It also provides guidance to applicants who are aggrieved by any regulatory decision of the PPB with regards to the services provided.

If any person is aggrieved by a regulatory decision of the Board, it is the person’s right to appeal against the decision in line with the provisions of and this guideline.

The general public is encouraged to give feedback on the various regulatory functions relating to the services provided by the Board and product defects identified on the market.