Officials from the Communications Authority of Kenya (CA) faced scrutiny from lawmakers over the quick expiration of data bundles, which forces Kenyans to pay for unused data. The National Assembly’s ICT Committee questioned the CA on steps taken to protect consumers from expiring data bundles and frequent internet service interruptions.
Committee Chair John Kiarie, the Dagoretti MP, emphasized the need for consumer protection policies. “If radio stations can address quality of service issues, why aren’t ISPs doing the same for internet services?” Kiarie asked. He pointed out that other countries have already implemented policies for data bundles without expiry dates, suggesting Kenya should adopt similar standards to ensure fair treatment for consumers.
Kisii Woman Representative Dorice Donya echoed Kiarie’s concerns, critiquing the structure of short-term data packages offered by internet service providers (ISPs) and calling them exploitative. “Why do we pay for bundles that expire before we use them? If bundles worked like other utilities, consumers wouldn’t be losing their money,” Donya said. She emphasized the impracticality of current data plans, adding, “It’s unrealistic for anyone to consume 20GB of data within an hour of purchase.”
In response to the inquiries, CA Director-General David Mugonyi defended the Authority’s past actions, stating that the CA has penalized some providers for poor services. However, Mugonyi admitted that current laws lack sufficient provisions for mandatory consumer compensation, a gap that has limited the Authority’s ability to enforce strict consumer protections.
Acknowledging the need for consumer education, Mugonyi revealed that the CA is preparing to launch a public awareness campaign to help Kenyans better understand their rights and the process for lodging complaints against ISPs. “We want consumers to know that they have a right to quality service and can raise complaints when service is inadequate,” he said.
