NAIROBI, Kenya, June 21 – Consumers escalated 563 complaints to the Communications Authority of Kenya during the third quarter of the 2025/2026 financial year after failing to obtain satisfactory resolutions from service providers, highlighting persistent concerns around telecommunications, mobile money, cybercrime and digital consumer protection.
According to the regulator’s Consumer Complaints Report covering January to March 2026, a total of 504 complaints were resolved while 59 remained under review, resulting in an 89.5 percent resolution rate.
Telecommunications recorded the highest number of complaints at 197 cases, accounting for more than a third of all complaints received during the quarter.
Data services generated the largest share of telecom-related complaints, with billing disputes and charges emerging as the most common concern.
Network accessibility challenges also featured prominently. Of the 197 complaints lodged in the sector, 170 were resolved while 27 remained under investigation at the end of the reporting period.
Digital financial services and mobile money ranked second with 109 complaints, reflecting the increasing use of digital transactions and associated risks.
Fraud and scams accounted for 47 of the complaints in the category, while other grievances related to compensation mechanisms, warranties and service delivery issues.
Cybercrime and the criminal use of ICT infrastructure generated 68 complaints during the quarter, underscoring growing concerns over online safety.
Most of the cybercrime complaints were linked to social media-related incidents, followed by cases involving vulnerability exploitation, online abuse and data breaches.
Broadcasting services attracted 48 complaints, mainly concerning content standards, programming issues, signal quality and frequency interference.
Meanwhile, postal and courier services recorded 11 complaints, most of them linked to delayed deliveries or failure to deliver parcels.
The report also highlighted complaints related to e-commerce, unfair trade practices and customer premises equipment, reflecting the expanding scope of consumer protection concerns as digital adoption accelerates.
While the high resolution rate points to active regulatory intervention, the volume of complaints suggests that service providers continue to face challenges in customer service, fraud prevention and network reliability.
The findings indicate that recurring issues such as billing disputes, fraud, network outages and digital scams remain key pain points for consumers, reinforcing calls for stronger collaboration between regulators, operators and consumers to improve trust in Kenya’s growing digital economy.
