Telcos face scrutiny over unexplained data bundle deductions

Mobile phone users in Kenya are facing mounting concerns over unexplained deductions from their data bundles, with the Communications Authority of Kenya (CA) reporting a significant surge in billing disputes during the first quarter of the 2026/27 financial year. According to the regulator, data billing and charging issues accounted for 31.4 percent of the 140 complaints involving mobile data and SMS services, with 44 complaints specifically related to unexplained data depletion or charges.

The CA resolved 84.1 percent of these billing-related complaints through credit adjustments, credit notes, refunds, and the restoration of disconnected services. The rising number of complaints highlights the importance of billing transparency and the value customers receive from prepaid telecommunications services, especially as mobile data becomes crucial for accessing essential services such as financial platforms, education, and government systems.

The CA is strengthening its oversight of telecommunications operators, focusing on billing accuracy, tariff transparency, and the terms governing mobile services. Proposed legislative changes aim to enhance the regulator's ability to scrutinize billing practices, potentially leading to tighter oversight of how mobile operators charge subscribers.

Brief written by urgent.news from Capital Business's own syndicated text. Machine-written — may contain errors; check the original before relying on it.