Kenya Moves to Protect Consumers From Telecom Service Failures

(Nairobi, Kenya) – Telecommunications operators in Kenya will be required to set up a system to compensate subscribers for dropped calls and other service outages, as the State moves to improve the quality of service across the country.

The compensation system will be either automatic or claim based. It will include a method for calculating what is owed to subscribers, taking into account the duration and extent of the service interruption.

At present, the law does not force telecom companies to compensate subscribers for service outages caused by faults on their networks. This gap in regulation has left consumers exposed to losses without any financial remedy.

The proposed compensation mechanism is part of the Kenya Information and Communications (Consumer Protection) Regulations, which are being introduced to strengthen consumer rights in the telecommunications sector.