Kenyan Govt Threatens to Sanction Airtel Over Poor Service Quality

In Kenya, mobile operators Airtel and Telkom could face sanctions from the telecom regulator (Communications Authority of Kenya, CA) over the poor quality of services. Both operators, currently undergoing testing, have been put on notice by the regulator for non-compliance with quality of service performance indicators in 33 of the 47 counties examined in 2020.

“As Airtel and Telkom’s performance did not meet the set target of 80 percent for voice services, they were issued notices of non–compliance that require the firms to improve their quality of services in the country in compliance with the set threshold,” CA said in the report.

According to the regulator, the overall average QoS performance for the entire sector (Airtel, Safaricom, and Telkom Kenya) was 72%. Safaricom achieved an overall performance of 92% and ranked the best of the three. Telkom scored 73% and Airtel 52%.  

As a reminder, the CA previously initiated a program calling on companies to upgrade their equipment and review their evaluation methodology. The authority said conducting regular compliance measurements is a key operational activity that facilitates the achievement of its goal, which is to maintain and promote effective competition as well as research and development in the telecom sector for the provision of quality services in Kenya.

This goal is becoming more important with the increasing need for quality telecom services induced by Covid-19. Good quality of telecom services is required for a successful digital transformation and the effective participation of the people in the digital economy.

(Ecofin A gency)

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