CA puts Two Kenyan Telcos Under Watch Over Call Quality

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The Communications Authority of Kenya has placed two mobile operators on notice over violating quality of services on their networks.

Telkom Kenya and Airtel were found to have failed to meet the minimum 80% threshold on call quality across the 33 counties in the year ended June 2020.

Airtel had 52% while Telkom Kenya scored 73% in the survey. In comparison, Safaricom scored 92% in the same survey.


“As Airtel’s and Telkom’s performance did not meet the set target of 80 percent for voice services they were issued notices of non–compliance that require the firms to improve their quality of services in the country in compliance with the set threshold,” CA said in the report.

The survey revealed interesting statistics. Airtel subscribers in Kajiado, Kiambu and Narok experienced the highest outages and disruptions when making calls where they scored 20% in the three counties. They also scored 20% in counties like Kwale, Laikipia, Nyandarua, Murang’a, Kirinyaga and Nandi.

Interesting enough, in Kisumu, the three telcos scored 100% which is quite fortunate for the subscribers living in the county.


The telcos in question risk a fine of upto 0.2% of their revenues which if you estimate from the industry’s revenue, it could mean fines that could exceed Kshs 70 million.

The CA is not new to fining telcos over poor quality services. In 2018, they fined all three operators Kshs 311 million for failing to meet the quality of service standards for the 2015/2016 financial year.