Insights At a Glance:
- Total complaints down from 235 in January-March 2025 (Q3) to 169 in April-June 2025 (Q4).
- Billing complaints increased, signaling growing frustrations. But fraud and quality-of-service complaints dropped.
- Resolution rates improved, with 147 out of 169 cases sorted.
The latest numbers are in, and there’s a little less shouting from consumers this past quarter. But it’s not all sunshine and good vibes.
The Communications Authority of Kenya (CA) has just released its Q4 consumer complaints report, covering the period April 1 to June 30, 2025, and here’s the headline: complaints dropped from 235 in Q3 to 169 in Q4. That’s a 28% dip in escalated complaints from frustrated users. But before we break out the confetti, let’s dig a little deeper.
Fewer Complaints, But Not Fewer Problems?
At first glance, things seem better. Fewer people knocking on the CA’s door is great. But it’s worth noting that this doesn’t necessarily mean fewer problems overall; it could mean more people are giving up, or perhaps service providers are getting better at resolving issues before escalation. (We’re being cautiously optimistic here.)
Let’s break down the trends:
Key Categories: Who Got More Complaints and Who Got a Breather?
| Category | Q3 Complaints | Q4 Complaints | Trend |
|---|---|---|---|
| Quality of Service (Voice/Data) | 33 | 16 | 🔻 Improved |
| Billing | 17 | 23 | 🔺 Worsened |
| Fraud | 40 | 24 | 🔻 Improved |
| Confidentiality Breaches | 16 | 14 | 🔻 Slightly Better |
| Service Provision Delays | 16 | 15 | ➖ Minimal Change |
| Broadcasting Issues | 17 | 10 | 🔻 Reduced |
| Unsolicited SMS | 0* | 8 | 🔺 New Entry |
| Customer Service Complaints | 0* | 1 | 🔺 New Entry |
Notably, some categories like “Unsolicited SMS” and “Poor Customer Service” weren’t flagged in Q3.
Billing Drama on the Rise
Billing issues, which were fewer in Q3, ballooned in Q4. From 17 to 23 complaints, it seems Kenyans are getting fed up with unexplained charges or opaque pricing. If you’ve ever felt your airtime vanished into the ether, you’re not alone.
Fraud: Still a Big Concern, But Trending Down
While fraud remains one of the top complaint categories, the numbers fell from 40 to 24. Could this mean telcos and digital platforms are tightening their security? Maybe. Or maybe fraudsters are just regrouping. Either way, it’s a welcome shift for now.
Privacy Matters
The steady stream of confidentiality and privacy breaches continued, though slightly improved (16 → 14). The CA clearly has its eye on this, and so should users, especially with the rise of digital platforms handling sensitive data.
What Else Changed?
- SIM registration, misleading ads, and frequency interference remained fringe issues, but still popped up.
- “Others” accounted for a whopping 30 cases in Q4 vs 16 in Q3, suggesting there are still many issues that don’t fit into neat boxes.
Resolution Rates
On a positive note, 87% of complaints in Q4 were resolved, slightly up from 85% in Q3. So while people are still raising issues, more of those issues are being addressed. Silver lining? Definitely.
While fewer complaints are being filed, billing concerns and new frustrations like spam texts are bubbling up. It’s clear the ecosystem is shifting, and both consumers and providers have to keep evolving. The CA is watching and so are we.
