TechInAfrica – According to Gadgets Africa, Safaricom, Telkom, and Airtel Kenya have decided to pay the customers who experience discontinued services due to network breakdown.
The decision to compensate users comes after the Communications Authority of Kenya (CA) revealed new draft regulation “to compel telcos to either pay or offer credit equivalent to the time users are without voice, data and SMS services”.
This road map is considered as the effort of the Kenyan government to protect millions of users across the country from the poor services related to network breakdown that include lack of internet connections. These guidelines are expected to encourage telco to improve its service quality.
CA draft regulations
The draft rules published by the CA mention that “a licensee shall develop and implement an outage credit policy in situations where service is unavailable due to system failure and not as a result of scheduled and publicized maintenance, or natural disaster.” “(The policy) will compensate subscribers or issue credit equivalent to usage over a similar period that outage lasted (and) compensate customers for each day that service has been unavailable.”