Quality of Service

Before a Consumer purchases communication’s products or services, there are some aspects that should be taken into consideration besides the price. Some service providers may at some point even limit the number of subscribers that they accept concurrently and not every service provider has an easy process for Consumers to subscribe to their services. Consumers are also faced with the fact that the services that they subscribe to are sometimes not satisfactory for example, instances when the network is inaccessible making it impossible for one to make a phone call or when the call is disconnected during a conversation due to some fault of the network or when one cannot hear the other party on the phone.

Consumers should be aware of the fact that some of the communication networks may lack the capacity to handle all traffic or simultaneous requests for services from the various users. In most cases applications with very different characteristics and requirements compete for scarce network resources. For such networks, where the capacity is a limited resource, the Consumer cannot expect to always get the highest possible level of service but must accept a certain level of degradation. 

This information is intended to enable Consumers have a good understanding of aspect of Quality of Service, quality of service parameter and their rights and responsibilities as consumers. The information will also hence enable consumers in making better decisions regarding ICT products and services.

More details are available from the following downloads:

Report on the Quality of Service 2012-2013
Quality of Service (Qos) Report 2011-2012
Cellular Mobile QoS assessment report 2010-2011
Report on the Cellular Mobile Networks’ Quality of Service Performance Assessment for the 2009 - 2010 Year


pdfFull version pdfSimplified version pdfBrochure pdfFlier


Consumer Behavior Survey Reports

Consumer Behaviour Survey Reports will be posted soon.

Customer Satisfaction and Perception Surveys

In line with the Commissions mandate to regulate the communications sector (telecommunications, postal/courier, frequency management, broadcasting and e-commerce) as well as its role in the protection of consumers of communication services in Kenya, the Commission carries out Customer Satisfaction and Perception Surveys.

The Customer satisfaction survey’s main objectives is to measure the level of satisfaction of the Commission’s customers with the Commission’s responsiveness, effectiveness and timeliness of service provided by the Commission to the operator’s/service providers and consumers at one level and with the service rendered by service providers to end users at the other level.

The perception segment of the survey was primarily geared towards establishing the level of public awareness about CCK, public perception of CCK, what the public knows about CCK, whether the public thinks that the Commission is executing its mandate satisfactorily, and sources of information influencing their perception.

PDF Customer Satisfaction and Perception Survey - 2009 (PDF: 1.3MB)

Consumer Outreach Activities (Events)

9th - 10th June, 2010: E-Waste Workshop

The Communication Commission of Kenya, through its Consumer Affairs Division, organized a two-day workshop on 9th and 10th June, 2010 at the Ole Sereni Hotel in Nairobi. The workshop under the theme “E-waste: Impacts, Challenges and the role of Government, Service providers and the Consumer”, brought together stakeholders of the CT sector to discuss their roles in management of electronic wastes in the communication industry in Kenya.

PDF E-Waste: Impacts, Challenges and the Role of Government, Service Providers and the Consumers Workshop (PDF: 555KB)

Warranties and Service Level Agreement

When making a decision to purchase ICT goods and services, it is in the best interest of consumers to make enquiries at to whether the communication products and services have warranties and where applicable, service level agreements apply. A warranty is an agreement through which a vendor agrees to be responsible for any costs to which the buyer may be subject due to any faults pertaining to the standard or operation of the item purchased.  It is the responsibility of the consumer to determine the terms of a warranty before agreeing to purchase. This information is intended to enable Consumers have a good understanding of the issues surrounding warranties and service level agreements and hence enable consumers in making better decisions regarding ICT products and services.

More details are available from the following downloads:

pdfFull version pdfSimplified version pdfBrochure pdfFlier

Telecommunications Tariffs

In recognition of the fact that a consumer has got to be well informed to make better decisions when purchasing products and services, the Commission has decided to facilitate easy comparison of communications tariffs by availing information on products available in the Communications market and their prices in an easy to compare format. We aim to help customers take advantage of the best prices and services on offer from all licensed communication providers. To assist consumers understand any unfamiliar terms, the Commission has also compiled a glossary of terms, which is by no means complete, but contains the most frequently used terms in our market. The links below provide access to the glossary as well as the various tariff tables.

pdfGlossary of terms pdfCommunication tariffs

How To Make a Complaint Regarding Communication Equipment or Services

Number Portability

Number portability is a feature that enables telecommunication networks to provide users with the ability to migrate from one service provider to another without changing their telephone number.

Use of Number Portability

Providers of telecommunication services recognize that telephone numbers almost become some form of identification when their customers use them over a long period of time. There is great reluctance by customers to give up numbers assigned for their use mainly because of the loss of business they are likely to suffer as a result of the change. For individual and residential users, a change in telephone numbers may cause them to lose contact with friends, family and acquaintances.

To regulators, whose responsibility is to ensure that consumers are protected through the creation of a competition in the market, the reluctance by consumers to change service providers frustrates the introduction of competition. Number portability, as defined above, provides a solution to the above concerns by making it possible for consumers to change service providers as and when they deem fit.

To service providers, number portability provides the motivation for them to continuously improve both the quality and the prices of their services in order to retain and attract more customers. To end users, the much-needed flexibility to move from one network to another based on the quality, price and variety of services offered is availed through number portability.

Availability and modalities

Currently, the Commission and service providers are working on modalities of introducing number portability in the Kenyan telecommunications sub-sector.

Scope of Portability

Whereas number portability is a useful feature, its introduction must be considered carefully, especially with regard to the type of networks users are permitted to migrate to. In implementing number portability, the concerns of the recipients of calls on ported numbers as well as those of the callers who call them must be considered.

For example, Kenya’s numbering plan has been designed to enable callers to distinguish between calls made to different network types, concern stems from the fact that Tariffs for calls from the fixed network to the mobile networks and those from the mobile to fixed network cost significantly higher than calls within the two types of networks. If then users are allowed to migrate from the fixed to the mobile, then their callers would be forced to pay much more than they had planned, especially where the caller is not aware of the called party’s migration to the other type of network. Ways of dealing with this concern must therefore be explored, before a decision on this can be made.

Charges for Number Portability

Several charging options exist, but a decision is yet to be made on whether or not to charge and what option would be suitable in order to ensure that competition is not frustrated through punitive charges.