The regulator will now require operators to submit data on network performance more regularly as well as assess the quality of SMS and Internet services, placing a premium on customer feedback.
The communications sector regulator has gazette new guidelines to measure the quality of mobile phone services in what will force operators to be more accountable to customers.
The Communications Authority of Kenya (CA) will now require operators to submit data on network performance more regularly as well as assess the quality of SMS and Internet services, placing a premium on customer feedback.
Mobile phone operators have until now been vetted on eight voice call indicators, including speech quality, completed calls, call success rate and drop rate.
The CA has in a gazette notice published Friday indicated that the new quality of service (QoS) framework is in force, albeit having been activated in a phased manner beginning December 1, 2017.
“Respective network operators and services providers will submit to CA on a monthly basis the network coverage and the overall network performance data and analysis,” Christopher Kemei, CA’s acting director-general, says in the notice.
“Raw quality of service data shall be transmitted automatically by the operators’ systems to a CA’s server on an hourly basis.”
