CA consumer complaints: 88.1% resolved in Q1 of 2026/27

The Q1 resolution numbers

According to CA’s statement, 57 of the 479 complaints remain under active follow-up. Data services were 29.2% of the caseload, digital financial services and mobile money 11.9%, voice 10.6%, cybercrime and criminal ICT use 10.2%, and fraud and scams 9.8%.

What Kenyans complained about

Billing and charging for data alone drove 44 of 140 data-related complaints — premature bundle depletion, disputed deductions, early disconnection and failure to restore service after payment. CA says it resolved 37 of those (84.1%) with refunds, credit adjustments, restoration or reconnection. Quality of service issues covered network availability, interruptions and poor connectivity. Broadcasting complaints included interference and content standards. Emerging risks included SIM swapping, mobile-money fraud, phishing and fake promotions. Twenty-three complaints targeted customer-premises equipment such as faulty modems.

What CA consumer complaints mean next

The Authority is tightening SIM registration oversight, collaborating with operators, banks and police on fraud, enforcing type approval against counterfeit devices, and pushing billing accuracy and fair contracts. That agenda overlaps the metered-billing debate covered in our CA metered billing story.

Frequently asked questions

How many CA complaints were resolved in Q1?

422 of 479 — an 88.1% resolution rate.

What was the biggest complaint category?

Data services at 29.2%, with billing disputes a major subset.

What period does the report cover?

July to September 2026, the first quarter of FY 2026/27.