NAIROBI, Kenya, Nov 5 – Telecommunications operators are struggling to resolve complaints over unreliable voice networks, with new regulatory data showing that voice-related grievances were the hardest to address in the first quarter of the 2026/27 financial year.
The Communications Authority of Kenya (CA) resolved only 34 of the 51 complaints relating to voice services received between July and September, representing a resolution rate of 66.7 percent, the lowest among the major complaint categories.
The remaining 17 complaints were unresolved at the end of the reporting period, with poor network availability accounting for 10 cases.
Across the wider telecommunications category, which includes both voice and data services, the Authority received 191 complaints. It resolved 149, leaving 42 under follow-up.
Complaints included poor network availability and inaccessibility, dropped or interrupted services, delays in service provision and termination of subscriptions.
The CA said the complaints highlighted the need for reliable and uninterrupted communication services, which support economic activity, education, financial services and access to government services.
The regulator said it was monitoring network performance among licensed operators and conducting compliance inspections to identify service deficiencies requiring corrective action.
It is also engaging operators to strengthen network resilience and improve service restoration, while reviewing the Quality of Service regulatory framework to reflect changing technology and consumer expectations.
However, the complaints data does not identify the operators or geographical areas responsible for the reported problems, leaving questions about where network deficiencies are most pronounced.
The Authority received 479 complaints escalated by consumers during the quarter, resolving 422, equivalent to 88.1 percent, while 57 remained under regulatory follow-up.
Data services accounted for the largest share of complaints at 140, although their resolution rate of 82.1 percent was higher than that recorded for voice services.
The CA said improving network quality would remain one of its three consumer protection priorities, alongside addressing data billing disputes and risks linked to SIM cards.
