Call drops, billing disputes top telecom consumer complaints to CA
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)...
✨ Key Highlights
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.
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CAK Staff Shortage Slows Cartel Cases to Three Years - August 2026
The Competition Authority of Kenya attributes the slow resolution of cartel cases to a significant staff shortage, with the agency taking an average of three years to conclude investigations. Call drops and billing disputes were the most frequent complaints lodged by telecommunications consumers with the Communications Authority of Kenya during the fourth quarter of the 2025/26 financial year. Meanwhile, Chief Justice Martha Koome has strongly condemned judicial officials and elders involved in corruption within the justice system.
