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Consultation Paper on New QOS Assessment Framework

Posted on: 29th March 2018

The Communications Authority of Kenya (CA), hereinafter referred to as “the Authority”, is the regulatory authority for the ICT sector in Kenya. The ICT sector comprises of telecommunications, broadcasting, e-commerce and postal services. The Authority is also responsible for managing the country’s numbering and frequency spectrum resources.

Article 46 of The Constitution of Kenya, 2010, provides that consumers have the right to goods and services of reasonable quality, among other rights and applies to goods and services offered either by public entities or private persons.

The Section 23 of the Kenya Information and Communications Act, 1998, mandates the Authority to ensure, so far as is reasonably practical, the provision of telecommunication services as are reasonably necessary to satisfy public demand and to protect the interest of consumers with respect to the quality of such services, among other aspects of the services.

In view of the above stated Constitutional and legal requirements and considering the changes that have occurred in the ICT sector particularly in regard to increased public reliance on a wide range of ICT services, over the past ten years, the Authority has found it necessary to review the approach and methodology for the assessment of quality of telecommunication services and the attendant regulatory framework. The said review has mainly been due to the introduction, high level of public adoption and reliance on new services necessitating the broadening of the regulatory oversight on quality of service to cover the new services in the context of consumer protection.

Members of public, stakeholders and any interested parties are invited to review the proposed new Quality of Service Regulatory framework contained in the public consultation paper available below.

Respondents are encouraged to make electronic submissions via email using the email address: .This consultation will close on 18th September 2016. Respondents are required to provide justification for any suggested changes to the framework.

The Director General
Communications Authority of Kenya
P. O. Box 14448
Nairobi 00800
Tel: +254 20 4242000
Mobile: +254 703 042000
Email: i&

Head Office CA Western Regional Office CA Coast Regional Office
CA Centre 1st Floor, KVDA Plaza 3d Floor, NSSF Building
P.O.Box 14448 P.O Box 2346 P.O Box 80141
Nairobi 00800 Eldoret 30100 Mombasa 80100
Mobile: 0703042000 Mobile: 0703 042 105 Mobile: 0703 042 152
Email: Email: Email:

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