The Communications Authority of Kenya (CA) received the most consumer complaints about faulty voice and data services in the quarter that ended in September 2022, continuing a dismal performance by telecom companies like Safaricom, Airtel, and Telkom.
The regulatory body has set a service quality compliance requirement for mobile cellular service providers of 80 percent.
To avoid a fee of up to 0.2% of their sales, which may amount to millions of shillings, telcos must meet the CA score standards. Failing to do so could result in fines for poor call quality, other service interruptions, and other violations.
The evaluation is based on an operator’s performance on eight important metrics that were collected throughout various regions of Kenya.
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Call set-up time—the time it takes from the end of a phone call to the beginning of a speech or data transmission—and call completion—the proportion of calls that are satisfactorily completed on a network relative to the total number of call attempts made by callers—are two of the eight parameters.
The other factors include a call set-up success rate, which measures the proportion of calls that are made that connect to the dialled number, speech quality, which measures how clear the voice is, and drop call rates, which measures the proportion of calls that are abruptly terminated by the network due to technical difficulties.
Compliance is also determined by the call handover success rate, which is the rate at which a mobile phone moves from one cell to the next and is automatically handed off from the first cell’s base station to the second with no perceptible delay.
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Airtel Kenya had the worst mobile cellular services in the year ending in June 2021, despite having the biggest improvement among competitors, according to a quality report published by the regulator in June of this year. In contrast to 52 percent in 2020, Airtel’s service quality score increased to 65.45 percent in 2018.
Telkom Kenya was the second-worst service provider in the year ending in June 2021, according to the CA study. The only operator to experience a decrease in service quality in 2021 was Telkom Kenya, which saw its service quality dip to 67.5 percent from 73 percent in 2020.
Safaricom, the biggest operator in Kenya, maintained its position as the top mobile service provider. The telco reported a service quality score of 92.7% in the year ending in June 2021, which is 92.7% higher than in 2020 and makes it the only service provider in compliance.
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