The Lower Eastern Times Opening The Third Eye
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Consumer complaints escalated to the Communications Authority of Kenya (CA) reached 563 in the third quarter of the 2025/2026 financial year, as customers sought regulatory intervention after failing to get satisfactory resolutions from service providers.
The figures, contained in the CA’s Consumer Complaints Report for the period January to March 2026, show that 504 cases were resolved while 59 remained under review, translating to an 89.5 percent resolution rate.
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Telecommunications recorded the highest number of complaints at 197, accounting for more than a third of all reported cases. The majority of these issues were linked to data services, billing disputes, and unexplained charges, alongside network accessibility challenges.
Out of the telecom-related complaints, 170 were resolved while 27 were still under investigation by the end of the reporting period.
Digital financial services and mobile money ranked second with 109 complaints, reflecting the growing reliance on cashless transactions and the risks that come with it. Fraud and scams made up 47 of these cases, while others involved disputes over compensation, warranties, and service delivery.
Cybercrime and misuse of ICT infrastructure accounted for 68 complaints during the quarter, highlighting rising concerns over online safety. Most cases were linked to social media incidents, data breaches, online abuse, and exploitation of user vulnerabilities.
Broadcasting services registered 48 complaints, mainly involving content standards, signal quality, programming issues, and frequency interference.
Postal and courier services recorded 11 complaints, largely related to delayed or undelivered parcels.
The report also noted complaints emerging from e-commerce, unfair trade practices, and customer equipment issues, reflecting the widening scope of digital consumer protection concerns.
While the strong resolution rate points to active regulatory follow-up, the overall volume of complaints indicates persistent challenges in service delivery, fraud prevention, and network reliability.
The findings suggest that billing disputes, scams, outages, and cyber fraud remain key pain points for consumers, underscoring the need for stronger collaboration between regulators, service providers, and users to build trust in Kenya’s expanding digital economy.
