Kenyan Telcos to Refund Airtime incase of Network Outage

The Communications Authority of Kenya has announced new guidelines for telecommunication companies to give credit rebates to their customers in the occurrence of network outages. Following the directive, Airtel, Safaricom, and Telkom are to compensate the users affected by their network outages.

A licensee shall develop and implement an outage credit policy in situations where service is unavailable due to system interruptions and not as a result of scheduled and publicized maintenance, emergency, natural disaster or force majeure, accidental damage of infrastructure by third parties, terrorism, and vandalism,” the guidelines states in part.

The outage credit policy shall detail circumstances when credit, rebate or refund applies, process, procedure and timelines when rebate, credit or refund shall be issued to customer/subscriber.

Guidelines by CA