Kenya revises fines for poor service quality

21 Apr 2015

The Communications Authority of Kenya (CA) has revised the penalties that telecoms operators will have to pay if they fail to meet quality of service (QoS) standards, Business Daily reports, citing the watchdog’s director-general Francis Wangusi. From the beginning of July, telecoms companies will be fined 0.1% of their annual revenue for missing service quality targets, instead of the current flat rate of KES500,000 (USD5,250). ‘The issue of poor quality of services by telecommunication operators to subscribers has not been adequately addressed. We agreed on the new penalty of 0.1% of the annual turnover to be paid by firms that will not meet the set QoS thresholds,’ Mr Wangusi has warned. However, he added that licensees that miss service quality targets will be given an opportunity to remedy the contravention; the penalty will then be enforced if the company fails to resolve the issue.

In the past, Kenyan operators have disputed the CA’s assessment of QoS, prompting the regulator to agree to hire an independent firm to conduct the service quality tests. The CA says that 14 firms have expressed an interest in participating in the tender, with the successful candidate expected to begin work in July.