Kenyan consumers are lodging more complaints about fraud and data billing than traditional network problems, according to the latest quarterly report from the Communications Authority of Kenya. In the April–June 2026 period the regulator received 670 escalated complaints, of which telecommunications accounted for the largest share at 239.
Fraud and scam cases jumped 83 percent to 86, up from 47 in the previous quarter. The Authority linked the rise to scam calls and texts, phishing, impersonation, fake promotions and fraudulent mobile-money transactions. Many of these incidents now sit at the intersection of telecom services and digital financial platforms, including risks from compromised subscriber identities, unauthorised SIM swaps and identity theft.
Billing and charging of data services generated 75 complaints, reflecting ongoing frustration over perceived value and unexplained deductions. Digital financial services and mobile money together produced 110 complaints, while cybercrime and criminal use of ICT infrastructure accounted for 75. Traditional quality-of-service issues remain present 22 complaints on data quality, 13 on voice quality and 14 on data interruptions but no longer dominate the complaint landscape as they once did.
Of the 670 cases, 548 (82 percent) were resolved during the quarter; 122 remained under regulatory follow-up. The Authority noted that the pattern of complaints is shifting from classic voice and coverage problems toward more complex digital risks as mobile money and online services become everyday tools.
The report underscores a broader evolution in Kenya’s telecom market. Network performance has improved enough that many users now focus their grievances on transparency of charges and the security of the financial services layered on top of those networks. For operators, the data highlights the need for tighter controls around SIM management, clearer billing practices and stronger safeguards against social-engineering attacks that exploit the trust consumers place in mobile platforms.
Whether the rise in fraud and billing complaints prompts sharper regulatory intervention or faster industry responses will become clearer in subsequent quarters. For now, the numbers show that Kenyan consumers are less worried about dropped calls and more concerned about who is using their numbers and how much data they are actually paying for.
