New data from the Communications Authority of Kenya (CA) reveals ongoing consumer struggles with fraud, customer care, and data protection, despite telecom services dominating overall complaint volumes. While awareness of fraud reporting is growing, issues with customer service persist.

• Fraud and cybercrime complaints are frequent, with consumers often reporting incidents after harm has occurred, though reporting leads to action.
• Customer care and unfair trading practices account for a significant number of complaints, with many remaining unresolved due to unresponsive support, misleading information, and delays.
• Complaints regarding privacy and advertising violations are rare but nearly all resolved, indicating these issues trigger faster and firmer responses from the CA.