A report by the Communications Authority of Kenya (CA) sheds light on a concerning trend in the resolution of consumer complaints, with data-related issues taking centre stage.

In the quarter ending September 2023, three-quarters of complaints regarding the quality of service provided by mobile network operators (MNOs) remained unresolved, posing a significant challenge to the regulatory body.

During this period, the CA received a total of 156 complaints, with a staggering 20 specifically related to the poor quality of voice and data services provided by MNOs.

Shockingly, only five of these complaints were successfully resolved, painting a worrisome picture of the responsiveness of service providers to data-related concerns.

"In the quarter under review, 156 complaints were received and processed. These were complaints escalated to the Authority for failure of resolution by the service providers," stated the CA in its latest consumer complaints and enquiries report, highlighting the severity of the data-related challenges faced by consumers.

Read More

  1. Kenya battles rising cyber threats with new security measures
  2. Sh3.2 billion in M-Pesa accounts now in UFAA's hands as unclaimed funds mount
  3. Safaricom Foundation unveils Sh120 million Agri-Eco Hub Project in Busia

The Authority, tasked with protecting consumers from subpar services and ensuring MNOs adhere to quality standards, faces a significant hurdle in maintaining effective oversight.

The slow resolution rates, particularly in the realm of data services, underscore the urgency for MNOs to address these concerns promptly and comprehensively.

Among the data-related complaints, theft of data and breach of privacy took the lead, comprising 46 cases forwarded to the regulator during the quarter.

The vulnerability of sensitive information in Kenya's digitally driven economy remains a pressing issue, with cybercriminals exploiting stolen or weak credentials to gain access to bank accounts and mobile wallets.

However, the CA's report does bring some relief as it reveals that the Authority successfully resolved all 46 cases related to data theft and privacy breaches. This marks a commendable joint response to a critical aspect of consumer concerns in the digital landscape.

Addressing the wider spectrum of complaints, including issues like fraudulent calls or SMS, inaccurate billing, unfair trade practices, and service delays, the CA managed to resolve a total of 119 out of the 156 complaints received, achieving an overall resolution rate of 76.2 per cent.

As Kenya grapples with the challenges posed by data-related issues, the report serves as a call to action for mobile network operators to prioritize and expedite the resolution of consumer complaints, particularly in the realm of data services, to ensure a seamless and secure digital experience for all users.