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OUR MATERIAL MATTERS
| GOVERNANCE, RISK & REGULATION |
NETWORK QUALITY | ENVIRONMENTAL RESPONSIBILITY | INNOVATION |
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every other mobile network operator in Kenya, support this ambition, but are concerned about the method
currently being proposed by the Authority. Our apprehensions include quality of service compromises, single
points of failure and consumer privacy concerns. We are unable to comment further because the matter is
still in court and
sub judice
at the time of going to print with this report.
Improved consumer protection
During the year, we successfully migrated our Safaricom Consumer Protection email portal to a CRM-based
platform in order to facilitate improved responses to issues raised by the CA through its
Chukua Hatua
consumer education outreach programme.
Proactively engaging with the regulator
We also continue to engage with the Communications Authority on the following ongoing issues:
• Information and Communications Sector Regulations
The comprehensive review of the regulations governing the sector has been completed and we await
the outcome of this review. We continue to support attempts to grow the market and to provide
consumers with the very best offerings in terms of variety, price and quality that are aligned with
international best practices.
• SIM Registration Regulations
In response to the new amendments, we have introduced an app that captures and stores customer
information electronically and rolled out awareness training among M-PESA agents through a campaign
called
Know Your Customer
(KYC), which focuses on ensuring SIM cards are properly registered when first
activated.
• Infrastructure Sharing Regulations
We continue to engage with the CA and the government on these proposals.
• National ICT Policy
The consultation process on the draft ICT policy has concluded and we are awaiting the regulators
response to our formal submission.