MPs have criticised the Communications Authority (CA) of Kenya over an alleged failure to put in place adequate measures to address the expiry of data bundles and disruption of internet service.
Members of the Communication, Information and Innovation Committee chaired by Dagoretti South MP John Kiarie raised concerns about lack of compensation for unused data bundles.
They also cited insufficient consumer protection frameworks, and a clear mechanism for addressing complaints, demanding that the CA enforce stricter oversight and accountability.
Kisii County Woman Rep Dorice Donya questioned why data bundles expire before consumers can fully utilise them.
“Why do we pay for bundles that expire before we use them?” she asked.
“If bundles worked like other utilities, consumers wouldn’t be losing their money,” she added.
Tetu MP Geoffrey Wandeto called short-term data packages “a fraud”.
He argued that the validity of data bundles is often too short for consumers to use the full amount they purchased.
“How can someone realistically consume 20GB of data within an hour?” he questioned, labelling these short-term expirations as exploitative.
Kiarie echoed the sentiments, calling for more robust consumer protection, noting that several other countries have implemented no-expiry policies on data bundles.
“If other jurisdictions are moving towards no-expiry policies, there’s no reason we can’t do the same here,” Kiarie stated.
He also pointed out that radio stations publicly air quality-of-service issues and questioned why Internet Service Providers do not implement similar practices for internet service.
“If radio stations can address quality issues on air, ISPs should be equally transparent with their internet services. Why can’t they alert consumers about expected downtimes, quality issues, or even compensation policies?” asked Kiarie.
Responding to the committee’s concerns, CA Director-General David Mugonyi acknowledged that gaps exist in the current regulatory framework, specifically in enforcing mandatory consumer compensation.
He explained that while the CA has penalised ISPs for past violations, the Kenya Information and Communications Act (KICA) of 1998 lacks clear provisions to mandate compensation for consumers during service disruptions.
Mugonyi also elaborated on the CA’s ongoing efforts, including their “Chukua Hatua” campaign, aimed at educating consumers on avenues for lodging complaints.
He assured the committee that CA is committed to expanding monitoring systems and refining oversight on the more than 500 licensed ISPs to enhance accountability and service quality.