CCK is too lenient on mobile service providers

Many a times, mobile phone calls especially across networks do not go through.

If such calls do go through then more often than not, a customer may have to repeat a question or an answer or a statement to be heard on the other side.

Worse still, many a times such calls get disconnected halfway.

The most unnerving is when a customer losses his or her hard earned money to some unscrupulous service provider even before using the services.

Cases of credit being deducted before even being used or a customer having credit but unable to access a service are all too familiar.

Social media complaints attest to this fact.

It is here that the spotlight is directed to the regulator – the seemingly toothless Communication Commission of Kenya (CCK). It is shocking that even after realisation that none of the mobile phone operators offer services to the satisfaction of the eight international benchmarks, little appears to have been done to address the situation.

Instead, Safaricom, Orange and Yu were slapped with a paltry Sh500,000 fine for substandard service provision.

For companies that rake in billions of shillings, Sh500, 000 is a walk in the park for such a grave service issue.

Not even a month has passed since the Competition Tribunal of South Africa fined Telkom US$55 million (about Sh500 million) for abusing its dominance of the telecom market between 1999 and 2004.

For CCK to almost let mobile phone operators to walk scot-free on something as grave as breach of contract on service delivery is beyond said.

It is time CCK addressed these communication challenges.

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