Call drops and billing disputes were the most frequent complaints lodged by telecommunications consumers with the Communications Authority of Kenya (CA) during the fourth quarter of the 2025/26 financial year.

• The CA received 239 voice and SMS complaints, resolving 167 cases.
• Key complaint areas included call termination (16 cases), quality of service (13 cases), and SMS billing/charges (75 cases).
• The report highlights growing consumer expectations for high-quality, uninterrupted communication services as they become more crucial for daily life and economic activity.