Bus Operators Warned Against Forcing Passengers Onto Buses; Touts Face Fines, Jail Time For Harassing Travellers

The Consumer Protection Commission (CPC) has warned bus operators and their proxies against forcing commuters to board buses they do not want, saying the practice violates consumer rights and will now attract fines and possible imprisonment.

In a public notice issued on Monday, 3 August 2026, the Commission said it had noted with deep concern an increase in reported incidents where commuters are pulled, pushed, intimidated or misled into boarding buses at termini and en route, particularly as schools close and travel volumes increase.

The CPC said such conduct is unacceptable and is in clear violation of Section 35(2) of the Consumer Protection Act [Chapter 14:44], which prohibits suppliers of goods or services from using physical force, coercion, undue influence, pressure, duress, harassment or unfair tactics against a consumer.

The notice comes as bus ranks across the country become congested ahead of the school holidays, a period that is typically characterised by chaos at major termini, with touts and conductors scrambling for passengers and harassing travellers.

The Commission said any violation of the Act is punishable at law, with perpetrators liable to pay a fine or face imprisonment.

To curb the practice, the CPC said it will partner with other law enforcement agencies to restore sanity within the transport sector and protect the commuting public and also work with transport associations to educate operators on their legal obligations to commuters and to inform consumers of their rights and responsibilities.

The Commission has urged commuters who experience or witness such incidents to report them immediately.

Reports can be made through the CPC hotline numbers on +263 719 176 856 / 861 / 865 or through toll-free lines on Econet 08080323 and NetOne 08012301. Reports can also be sent via email to enquiries@cpc.org.zw.

When making a report, commuters have been asked to capture, where possible, the bus registration number, the name of the bus operator or company, and the location, date and time of the incident.

The Commission said public reports are critical in helping it act and ensure consumer rights are protected.

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