NAIROBI, Kenya, Aug 5 – Call and SMS terminations, poor voice quality, billing disputes and delays in service provision were among the leading complaints lodged by telecommunications consumers with the Communications Authority of Kenya (CA) in the fourth quarter of the 2025/26 financial year.
According to the CA Consumer Complaints Report, the regulator received 44 voice-related complaints, with call termination accounting for 16 cases, followed by Quality of Service (13), fraudulent calls and messages (7) and unsolicited communication (5).
For SMS services, the largest number of complaints related to billing and charges (75), followed by delays and failure in service provision (35) and Quality of Service (22), among other issues.
Of the 239 voice and SMS complaints received during the quarter, the authority had resolved 167 cases, while 72 remained under investigation.
In the broadcasting sector, the leading complaints involved content and programming standards (18), frequency interference (8) and billing (5).
The regulator also received complaints related to postal and courier services, cybercrime, confidentiality, customer care, e-commerce and unfair trading practices.
“These trends point to emerging consumer expectations for resilient, high-quality and uninterrupted communications services as digital connectivity increasingly underpins economic activity, education, financial services and access to Government services,” the report stated.
