Kenya telecom complaints shift from poor network to fraud and data billing

In the latest quarterly report from Kenya's Communications Authority, consumer complaints have shifted from network issues to fraud, data billing, and data security concerns. The regulator received 670 complaints between April and June 2026, a rise from 563 in the previous quarter and 362 from October to December 2025. While 548 complaints were resolved, 122 remain under regulatory follow-up.

Telecom services accounted for 35.7% of complaints, followed by digital financial services (110), cybercrime (75), broadcasting (42), and postal and courier services (13).

Data services generated the most complaints, with 195 cases, dwarfing the 44 related to voice services. Data billing and charges complaints accounted for 75 cases, more than any other category. The Authority highlighted growing concerns about consumers receiving value for money, with billing disputes increasingly linked to service quality perceptions.

Digital financial services and mobile money complaints rose to 110, including 86 fraud and scam cases. Cybercrime complaints, previously separated, are now seen as interconnected risks, with 75 cases involving phishing, impersonation, fraudulent mobile-money transactions, and online marketplace scams.

The Authority emphasized that mobile numbers now serve as digital identities, making telecom failures more consequential than dropped calls or poor connections. Weaknesses in telecom systems can expose consumers to unexpected charges, fraud, and identity theft. Data breaches, confidentiality violations, and unauthorized sharing of personal information also emerged as regulatory challenges, with 19, 10, and 10 complaints respectively.

The report underscores the need for stronger security measures alongside improved network quality as telecom operators become custodians of consumers' digital identities.