NAIROBI, Kenya – Members of Parliament have criticized the Communications Authority (CA) of Kenya, alleging a lack of consumer safeguards regarding the expiration of data bundles and inadequate responses to internet service disruptions.
In a recent parliamentary session, members of the Communication, Information and Innovation Committee, led by Dagoretti South MP John Kiarie, pressed the CA to adopt stricter consumer protection measures and ensure accountability for internet service providers (ISPs).
MPs raised concerns over the frequent expiration of data bundles before users can fully utilize them, questioning why consumers should pay for services they cannot use entirely.
Kisii County Woman Representative Dorice Donya expressed her frustration, asking, “Why do we pay for bundles that expire before we use them? If bundles worked like other utilities, consumers wouldn’t be losing their money.”
Tetu MP Geoffrey Wandeto went further, describing short-term data packages as “a fraud,” arguing that the validity period of many data bundles is impractical.
“How can someone realistically consume 20GB of data within an hour?” Wandeto asked, criticizing these short-term expirations as exploitative.
Kiarie echoed these frustrations, noting that other countries have moved toward no-expiry policies, calling it a feasible option for Kenya.
“If other jurisdictions are moving towards no-expiry policies, there’s no reason we can’t do the same here,” he said.
Kiarie also pointed to a lack of transparency from ISPs, particularly on issues of quality and service disruptions.
Comparing ISPs with radio stations that openly address service quality, Kiarie asked, “Why can’t ISPs alert consumers about expected downtimes, quality issues, or even compensation policies?”
In response, CA Director-General David Mugonyi acknowledged regulatory gaps in the enforcement of mandatory consumer compensation, noting that while the CA penalizes ISPs for certain violations, the Kenya Information and Communications Act of 1998 lacks clear mandates to ensure consumer redress during service failures.
Mugonyi highlighted the CA’s efforts to educate consumers on their rights through the “Chukua Hatua” campaign and assured MPs of ongoing efforts to improve oversight across Kenya’s more than 500 licensed ISPs.
“We are committed to expanding monitoring systems and enhancing accountability,” he said, pledging to bolster consumer protection frameworks in response to mounting concerns over data expiry and service disruptions.
In a recent parliamentary session, members of the Communication, Information and Innovation Committee, led by Dagoretti South MP John Kiarie, pressed the CA to adopt stricter consumer protection measures and ensure accountability for internet service providers (ISPs).
MPs raised concerns over the frequent expiration of data bundles before users can fully utilize them, questioning why consumers should pay for services they cannot use entirely.
Kisii County Woman Representative Dorice Donya expressed her frustration, asking, “Why do we pay for bundles that expire before we use them? If bundles worked like other utilities, consumers wouldn’t be losing their money.”
Tetu MP Geoffrey Wandeto went further, describing short-term data packages as “a fraud,” arguing that the validity period of many data bundles is impractical.
“How can someone realistically consume 20GB of data within an hour?” Wandeto asked, criticizing these short-term expirations as exploitative.
Kiarie echoed these frustrations, noting that other countries have moved toward no-expiry policies, calling it a feasible option for Kenya.
“If other jurisdictions are moving towards no-expiry policies, there’s no reason we can’t do the same here,” he said.
Kiarie also pointed to a lack of transparency from ISPs, particularly on issues of quality and service disruptions.
Comparing ISPs with radio stations that openly address service quality, Kiarie asked, “Why can’t ISPs alert consumers about expected downtimes, quality issues, or even compensation policies?”
In response, CA Director-General David Mugonyi acknowledged regulatory gaps in the enforcement of mandatory consumer compensation, noting that while the CA penalizes ISPs for certain violations, the Kenya Information and Communications Act of 1998 lacks clear mandates to ensure consumer redress during service failures.
Mugonyi highlighted the CA’s efforts to educate consumers on their rights through the “Chukua Hatua” campaign and assured MPs of ongoing efforts to improve oversight across Kenya’s more than 500 licensed ISPs.
“We are committed to expanding monitoring systems and enhancing accountability,” he said, pledging to bolster consumer protection frameworks in response to mounting concerns over data expiry and service disruptions.
