CA Records Strong Performance in Resolving Consumer Complaints
The Communications Authority of Kenya (CA) resolved 422 of the 479 consumer complaints it received during the first quarter of the 2026/2027 financial year, an 88.1 per cent resolution rate. The remaining 57 complaints are under active regulatory follow-up.
The complaints, received between July and September 2026, were escalated by consumers who had not obtained a satisfactory resolution from their service providers. The complaint trends provide important insights into emerging consumer protection concerns and inform the Authority’s regulatory interventions to promote safe, reliable, accessible and affordable communications services.
Data services accounted for the largest share of complaints at 29.2 per cent, followed by digital financial services and mobile money at 11.9 per cent, voice services at 10.6 per cent, cybercrime and criminal use of ICT infrastructure at 10.2 per cent, and fraud and scams at 9.8 per cent.
Billing and charging for data services emerged as a major concern, accounting for 44 of the 140 data-related complaints. Consumers reported premature depletion of data bundles, disputed usage deductions, disconnection before the expiry of purchased bundles and failure to restore services after payment. The Authority resolved 37 (84.1 per cent) of these complaints through interventions that included refunds, credit adjustments, service restoration and reconnection.
Quality of Service (QoS) and Quality of Experience (QoE) also featured prominently, with consumers raising concerns about network availability, service interruptions, delays in service provision and poor voice and data connectivity. Broadcasting-related complaints included frequency interference, service disruptions and concerns over content and programming standards.
The Authority continues to monitor network performance, conduct compliance inspections and engage licensed operators to address service deficiencies, improve network resilience and strengthen service delivery.
Emerging digital risks also remained a significant consumer protection concern. Complaints involved SIM swapping, fraudulent access to mobile money services, identity theft, phishing, impersonation, fake promotions and online scams. The Authority is strengthening collaboration with telecommunications operators, financial institutions, law enforcement agencies and cybersecurity stakeholders to improve fraud detection, information sharing and coordinated responses. It is also enhancing oversight of SIM registration, replacement and authentication processes to minimise opportunities for fraud.
Other concerns included 23 complaints relating to customer premises equipment (CPE), particularly faulty modems, poorly performing routers and incompatible devices. The Authority continues to enforce type approval requirements, conduct market surveillance and work with relevant agencies to curb the distribution of counterfeit and non-compliant communications equipment.
The Authority also received complaints relating to data breaches and the unauthorised sharing of personal information, highlighting the need for stronger safeguards in handling consumer information and securing digital communications.
To address these concerns, the Authority is strengthening compliance monitoring, consumer awareness initiatives and oversight of licensees’ obligations, with particular emphasis on billing accuracy, transparent tariffs, fair contractual terms and effective complaint handling. It has also proposed legislative amendments to strengthen its oversight in this area.
The Authority reiterates its commitment to protecting consumers, promoting accountability among service providers and fostering a secure, reliable and inclusive digital environment.
Consumers are encouraged to first seek redress from their service providers and to escalate unresolved complaints to the Authority for intervention. They are also urged to demand quality services, safeguard their personal information and promptly report suspected fraud and other consumer protection violations.