Telecom services top Kenya’s consumer complaints as billing, network woes persist
A latest report by the Communications Authority of Kenya (CA)has revealed that telecommunications services generated the highest number of consumer complaints in Kenya in the three months to June, with customers raising concerns over billing, data charges, service interruptions and poor network quality.
According to the report, telecommunications services accounted for 239 of the 670 complaints escalated to the regulator between April and June 2026 after consumers failed to obtain satisfactory resolutions from service providers.
Digital financial services and mobile money followed with 110 complaints, highlighting growing concerns as more Kenyans rely on mobile platforms for financial transactions and other essential services.
Cases involving cybercrime and the criminal use of ICT infrastructure stood at 75, while broadcasting services recorded 42 complaints. Postal and courier services accounted for 13 complaints during the quarter.
Overall, the Authority resolved 548 complaints, representing 82 per cent of the total cases received, while 122 remained under active follow-up by the regulator.
Within the telecommunications sector, billing and data charges were the leading source of complaints, accounting for 75 cases.
Consumers also reported delays in service provision, service interruptions, network inaccessibility and concerns over the quality of voice and data services.
The figures point to persistent consumer frustrations over the reliability and quality of telecommunications services even as Kenya’s digital economy expands and more people increasingly depend on mobile connectivity.
The regulator said complaints also covered fraud and scams, data privacy breaches, cybercrime and SIM-card security risks.
“Complaint data continues to serve as an important evidence base for regulatory decision-making, enabling the authority to proactively address service quality challenges and strengthen consumer confidence in Kenya’s communications sector,” the CA said.
The measures are also aimed at tackling emerging threats, including SIM-swap fraud, digital financial scams and online abuse.
