CA resolves only 67pc of complaints over poor voice services
NAIROBI, Kenya, Nov 5 – Telecommunications operators are struggling to resolve complaints over unreliable voice networks, with new regulatory data showing that voice-related grievances were the hardest to address in…
The Communications Authority of Kenya (CA) reported on Nov 5 that only 67 percent of complaints over poor voice network services were resolved in the first quarter of the 2026/27 financial year. Voice-related grievances posed the most challenging complaints to address, with the CA managing to resolve just 34 out of 51 such complaints, resulting in a resolution rate of 66.7 percent.
The remaining 17 complaints remained unresolved at the end of the reporting period, with poor network availability cited as the reason for failure in 10 cases.
Across the broader telecommunications category, encompassing both voice and data services, the Authority dealt with 191 complaints, of which it managed to resolve 149, leaving 42 cases under follow-up. Among the reported concerns were poor network availability, accessibility issues, dropped or interrupted services, delays in service provision, and subscription terminations.
The CA emphasized that these complaints underscore the necessity for dependable and uninterrupted communication services, which are essential for economic activity, education, financial services, and access to government services.
The regulator stated it was closely monitoring network performance among licensed operators and conducting compliance inspections to pinpoint service deficiencies that necessitate corrective action. The CA is also collaborating with operators to bolster network resilience and enhance service restoration, as well as reviewing the Quality of Service regulatory framework to accommodate evolving technology and consumer expectations.
However, the complaints data did not specify the operators or geographical areas responsible for the reported problems, leading to uncertainties about where network deficiencies are most prevalent. The CA received 479 complaints escalated by consumers during the quarter, with 422 of them resolved, representing an 88.1 percent resolution rate.
The remaining 57 cases were left under regulatory follow-up. Data services were the top complaint category, accounting for 140 complaints, although their resolution rate of 82.1 percent was higher than that of voice services. The CA affirmed that improving network quality would remain one of its three consumer protection priorities, alongside tackling data billing disputes and risks associated with SIM cards.
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