Communications Authority of Kenya offices in Nairobi./FILE
Fraud, poor internet services, cybercrime and mobile money scams have emerged as the biggest challenges facing Kenyan consumers, according to the latest Consumer Complaints Report released by the Communications Authority of Kenya (CA).
The report reveals that the regulator handled 670 consumer complaints between April and June 2026, resolving 548 cases representing an 82 per cent success rate while 122 complaints remain under investigation.
The findings paint a picture of a rapidly evolving digital economy where consumers increasingly rely on telecommunications, mobile money and online platforms but continue to face growing risks ranging from cyber fraud and identity theft to unreliable network services and data privacy breaches.
Telecommunications generated the highest number of complaints at 239, followed by Digital Financial Services and Mobile Money (110), Cybercrime and Criminal Use of ICT Infrastructure (75), Broadcasting (42) and Postal and Courier Services (13).
The Authority says complaint trends have become an important source of intelligence, helping regulators identify emerging threats and shape policies to improve consumer protection across Kenya’s communications sector.
Out of the 110 complaints involving digital financial services, 86 were directly linked to fraud and scams, including phishing attacks, fake promotions, fraudulent mobile money transactions, impersonation schemes and social engineering.
The report warns that communications networks are increasingly being exploited by cybercriminals, making collaboration between telecommunications companies, financial institutions, law enforcement agencies and regulators more critical than ever.
The Authority says it is strengthening fraud detection systems, improving intelligence sharing and expanding public awareness campaigns to help consumers identify and avoid increasingly sophisticated scams.
Subscribers reported numerous complaints involving unreliable internet connections, data billing disputes, network interruptions, delayed service activation and service termination.
The regulator notes that as digital connectivity becomes essential for education, business, banking and access to government services, consumers are demanding more reliable communications networks and better value for money.
To address the concerns, the Authority has intensified network monitoring, compliance inspections and engagement with operators to improve service quality and customer experience.
The report also highlights growing concerns over SIM card security as mobile phone numbers become central to banking, digital identity and e-government services.
Complaints relating to fraud, data breaches and unauthorised access suggest criminals are increasingly targeting subscriber identities through SIM replacement fraud and identity theft.
CA says it is reviewing SIM registration and replacement procedures while requiring operators to strengthen customer verification measures to reduce opportunities for fraud.
Consumers are also being urged to protect their personal information and immediately report suspicious SIM-related activity.
Another emerging concern is the growing number of complaints involving communications equipment. The Authority received 19 complaints relating to customer premises equipment, including faulty routers, incompatible modems and devices that failed to meet required technical standards.
Officials warn that counterfeit and non-type-approved devices not only compromise network performance but also expose consumers to cybersecurity risks.
Meanwhile, complaints involving data breaches and unauthorised sharing of personal information point to increasing public concern over digital privacy as more services move online.
Broadcasting services also came under scrutiny, with consumers raising concerns over programme standards, signal interference, service interruptions and billing.
Across the sector, complaints about customer care, delayed complaint resolution and billing transparency indicate that consumers are demanding faster responses and greater accountability from service providers.
The Authority says it will continue enforcing compliance obligations while monitoring operators' performance to ensure consumers receive fair treatment and timely redress.
As Kenya’s digital economy continues to expand, the Communications Authority says protecting consumers remains central to its regulatory mandate.
The regulator plans to intensify market surveillance, improve quality-of-service monitoring, strengthen safeguards against cybercrime and fraud, enforce standards for communications equipment and enhance consumer awareness programmes.
Consumers whose complaints remain unresolved by their service providers are encouraged to escalate their cases to the Authority for regulatory intervention.
With digital services now at the heart of everyday life, from banking and education to business and government, the report signals that protecting consumers will remain one of the country's most pressing regulatory priorities.
