12 January 2018

Kenya: Safaricom, Airtel, Telekom Fined Sh300m for Poor Services

The Communications Authority of Kenya (CA) has fined the three leading mobile operators Safaricom, Airtel and Telkom Kenya Sh311 million for failing to meet the quality of standards (QoS) for the 2015/2016 financial year.

According to the QoS report by the CA, neither Safaricom, Airtel nor Telkom Kenya achieved the 80 per cent minimum threshold set for compliance with a number of QoS parameters for the fourth year running.

The authority further fined the three operators a sum equivalent to 0.15% of their individual latest financial returns for the period prior to 30th June 2017.

In a statement, the communication watchdog said that neither operators met the set 80% minimum threshold set for compliance.

In the latest report, Safaricom scored 62.5 per cent, while Airtel and Telkom Kenya Ltd were rated at 75 per cent each.


However, with an industry average of 70 per cent, the 2015/2016 score is an improvement, compared to the 62.5 per cent average for the preceding year the statement read in part.

While detailing a comparative performance report of the operators for the past three years, the authority also announced a new framework that has been developed in a bid to improve assessment of compliance by the operators.

Further, the authority said that it had initiated measures to enhance capacity that will ensure that emerging technologies and consumer preferences are catered for.

The report also details comparative performance over the past three years thus giving indicators on the relative performance of the operators over time in line with the Kenya Information and Communication Act, 1998, the attendant Regulations and licence conditions in relation to QoS.

The new framework will see the Authority assess both data and voice services and increase its sampling rates countrywide.

The Authority has also initiated measures to enhance its capacity to ensure that it is able to effectively respond to emerging technologies and changing consumer service preferences.


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