The Communication Authority of Kenya CA has put Airtel and Telkom on the spot for failing to comply with the Quality of Service (QoS) standards offered to their consumers.
In the QoS report of the year ending June 2023, CA noted that only Safaricom performed well by surpassing the 80% threshold.
Safaricom had 90% in Key Performance Indicators while T Airtel and Telkom scored 79 and 65% respectively.
“The Communications Authority of Kenya (CA) has issued warning notices to Airtel and Telkom Kenya for non-compliance with the quality of service (QoS) provided to consumers on their mobile telephony networks.
“Airtel Kenya Networks and Telkom Kenya failed to meet not only their coverage targets but also a number of the most critical QoS KPIs, particularly the ‘Unsuccessful Call Ratio’ and ‘Data Internet’ KPIs, which is an indicator for coverage and Internet availability/accessibility respectively,” CA said.
Following the underperformance, CA has since charged the two network providers and warned that future underperformance would raise sanction level.
“The Authority has, therefore, proceeded to levy a penalty for underperformance in offering quality of service in the mobile network subsector by Telkom Kenya and Airtel Networks,” said the regulator.
“The penalty was accompanied by a notice of non-compliance, which requires the networks to improve on their current performance during the next assessment and failure for which an escalated sanction level will be applied.”
