The document summarizes consumer issues in Kenya's telecommunications sector based on data from 2014-2016. It outlines the complaints process and types of common consumer complaints such as billing issues, quality of service problems, and fraud. Data on complaint volumes and resolutions is provided for 2014-2015, showing that most complaints involved unauthorized charges, service delays, and billing. Challenges include unresponsive providers and consumers bypassing providers. The way forward involves engaging providers to improve complaint procedures and developing customer service guidelines.

1. Consumer Issues in the
Telecommunications Sector
Presentation during ICT Week 2016
Theme: ICT Entrepreneurship and Social Impact
19th May 2016
By
Derick Khamali
Ag. Manager/ Licensing Compliance

2. Content
• Complaints Procedure
• Licence Conditions
• Types of Consumer Complaints
• Summary of Consumer Complaints (FY 2014/2015 and
FY 2015/2016)
• Consumer Complaints FY 2014/2015
• Consumer Complaints Q1 and Q2 FY 2015/2016
• Resolution of Complaints
• Customer Satisfaction
• Challenges and Way Forward

3. Complaints Procedure
1
• Consumer Reports Complaint to Service Provider
2
• Consumer complains to the Authority (Via Email: chukuahatua@ca.go.ke, Call:
020-4455555, 0714-444555, 0737-445555, Complaints form www.ca.go.ke)
3
• Authority investigates and communicates decision to the parties
4
•Depending on severity of complaint, may be escalated to become a dispute

4. Licence Terms and Conditions
• Provision Of Customer Care Services
• Requirement To Publish The Charges, Terms And Conditions
Of Offering Licensed Services
• Quality Of Service (Qos) Requirements
• Provision Of Public Emergency Services
• Public Emergencies
• Billing Accuracy
• Privacy And Confidentiality
• Requirement To Provide Information
• Subscriber Management In The Event Of Discontinuation Of
Services

5. Types of Consumer Complaints
• Quality of Service:
– e.g. dropped calls, no network
• Billing:
– e.g. overcharging
• Criminal use of facilities:
– e.g. threatening messages and calls
• Misleading Adverts
• Fraud:
– e.g. fictitious betting and promotions
• Privacy
– E.g. Access to subscriber information
• Broadcasting
– E.g. denial of service, Inability to access FTA

6. • Inaccurate Information
– e.g. tarrifs
• Service Interruption
– e.g. unwarranted disconnection of service
• Delay/Failure of service provision
– e.g. initial setup/connection to service
• Unsolicited Communications
– e.g. Unsolicited emails, SMS
Types of Consumer Complaints…/2

7. Summary of Consumer Complaints
Category
FY
2014/2015
FY 2015/2016
Q1 Q2
Defective Terminal Equipment 12 6 5
Quality of Service (Voice & Data) 13 7 6
Fraudulent Calls/SMS 5 3 6
Billing 30 14 13
Confidentiality/Privacy Breaches 8 2 1
Service Provisioning Delays/Failures/Termination 36 13 7
Misleading Advertisements 4 4
Unauthorized Charges/Subscriptions 74 10 9
Electromagnetic Radiation 1 1
Nuisance 10 1 3
Criminal use of services/facilities 21 10 4
Delivery Delays 3
Service Interruptions 26 9 6
Digital Transition 14 2
Others 5
Total 262 80 62

8. Consumer Complaints FY 2014/2015
Unauthorized Charges/
Subscriptions
28%
Service Provisioning
Delays/Failures/Termin
ation
14%
Billing
11%
Service
Interruptions
10%
Criminal use of
services/facilities
8%
Digital Transition
5%
Quality of Service
(Voice & Data)
5%
Defective Terminal
Equipment
5%
Nuisance
4%
Confidentiality/Privacy
Breaches
3%
Fraudulent Calls/SMS
2%
Others
2%
Misleading
Advertisements
2%
Delivery Delays
1%
Electromagnetic
Radiation
0%

9. Resolution of Consumer
Complaints
Total Number
of
Complaints
Total Number
of
Complaints
Complaints
Resolved
In Progress
FY 2014/2015 262 139 123
FY 2015/2016
(Q1, Q2)
153 47 106

10. Customer Satisfaction Survey –
FY 2014/2015
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
TV Service Providers
Radio Service Providers
Mobile Service
Providers Internet Service
Providers Courier Service
Providers Postal Service Provider
79.0%
78.7%
74.4%
74.3%
71.7%
68.0%

11. Challenges
• Non responsive licensees to consumer complaints
• Consumers seeking redress directly with Authority
instead of with their service providers
• Lack of harmonized complaints procedures by
licensees
• Fraudulent malpractices by vendors of mobile
phone handsets

12. Way Forward
• Individually engage licensees with a view to
improve on consumer complaints procedures
• Propose change to Kenya Information and
Communications (Consumer Protection)
regulations, 2010 to include timelines for
resolution of complaints
• Propose development of guidelines on customer
care standards

13. Thank You
To make a Public and Consumer Complaint:
chukuahatua@ca.go.ke
020-4455555, 0714-444555, 0737-445555,
www.ca.go.ke