The Communications Authority of Kenya (CA) has fined three mobile operators a total of KES311 million (USD3.0 million) for failing to meet quality of service (QoS) standards for the 2015/2016 financial year. According to the regulator’s report, Safaricom, Airtel and Telkom Kenya missed the 80% minimum threshold set for compliance with several QoS parameters for the fourth consecutive year. Market leader Safaricom scored 62.5%, while Airtel and Telkom Kenya each achieved 75%. The score averages 70%, which is an improvement from the 62.5% achieved in the preceding year. The CA say it has issued warning notices to the trio for non-compliance and also fined them a sum equivalent to 0.15% of their individual financial returns for the period prior to 30 June 2017.
The regulator added that a new QoS framework has been developed in collaboration with stakeholders, as part of efforts to continually improve the assessment of compliance by the operators. The new framework will see the CA assess both data and voice services and increase its sampling rates countrywide. The CA has also initiated measures to ‘enhance its capacity to ensure that it is able to effectively respond to emerging technologies and changing consumer service preferences’.