Kenya is gearing up for significant changes in its telecommunications landscape as the Communications Authority of Kenya (CA) plans to impose fines on telecom companies that fail to deliver satisfactory network services. After years of issuing warnings and compliance notices, the regulatory body is shifting towards enforcement measures due to persistent complaints about dropped calls, slow internet speeds, and unreliable connectivity nationwide.
According to draft proposals released in May 2026, telecom operators may soon face monetary penalties and operational restrictions if they do not meet stricter service standards. A key aspect of these proposed reforms is raising the minimum network quality compliance score from 80% to 90%. This ambitious change aims to push providers to significantly enhance their voice and data services, ensuring that only operators with near-optimal performance are deemed compliant.
One of the most notable adjustments in the proposal is the shift in how compliance will be assessed. Instead of applying a national average, the CA will evaluate telecom performance at the county level. This approach means that companies can no longer balance poor service in rural or underserved areas with strong performance in urban centres like Nairobi or Mombasa. Penalties will be imposed in specific counties where service quality does not meet the established standards.
Recent quality-of-service reports indicate that major telecom players in Kenya are struggling. For the fiscal year ending June 2025, Telkom Kenya’s performance plummeted to 52.76%, down from 67.6% the previous year, while Airtel Kenya fell to 81.14%. Safaricom remained the top performer but still fell short of the new target with a score of 89.72%. Under the proposed guidelines, all three major operators would currently fail to meet compliance demands.
For consumers, especially those in rural areas, these reforms could represent a pivotal shift in the telecom industry. As mobile connectivity becomes increasingly vital for everyday activities, including mobile banking and remote work, ensuring equitable service quality has never been more important. The CA’s county-focused enforcement is intended to encourage telecom companies to invest in infrastructure across more regions, rather than concentrating resources in profitable urban zones.
Despite the challenges posed by expanding infrastructure and operational costs, regulators are adopting a firmer stance. The new regulations could significantly transform how telecom performance is monitored in Kenya, placing a greater onus on companies to provide reliable service nationwide.
