The Communications Authority of Kenya (CA) disclosed that it resolved just 34 of the 51 complaints concerning voice services received between July and September, giving a resolution rate of 66.7 per cent, the lowest among the main complaint types.
Seventeen voice complaints remained open at the end of the quarter, with poor network availability cited in ten of those cases.
In the broader telecommunications category, which includes both voice and data, the regulator recorded 191 complaints, of which 149 were settled and 42 were still under follow-up.
The complaints covered issues such as lack of network availability, inability to access services, dropped or interrupted calls, delays in provisioning, and termination of subscriptions.
CA officials said the complaints underscore the importance of dependable, uninterrupted communication for economic activity, education, financial services and access to government programmes.
The authority indicated it is monitoring network performance across licensed operators, carrying out compliance inspections to pinpoint deficiencies, and working with operators to boost network resilience and speed up service restoration while reviewing the Quality of Service regulatory framework.
The data released does not specify which operators or regions are responsible for the reported problems, leaving the location of the most acute network gaps unclear.
During the same period, the regulator handled 479 consumer-escalated complaints, resolving 422 (88.1 per cent) and keeping 57 under regulatory follow-up.
Data-related complaints formed the largest segment at 140, with a resolution rate of 82.1 per cent, higher than that for voice services.
CA added that improving network quality will remain one of its three consumer-protection priorities, alongside tackling data billing disputes and addressing risks linked to SIM cards.
