Poor quality services costs Mobile service provider Safaricom millions.
Safaricom paid Ksh293 million in fines last year for failing to pass quality of service tests by the Communications Authority of Kenya (CA).
This is according to the latest sustainability report from the telco,the report also revealed that the firm’s contribution to the economy which is more than six percent of the country’s gross domestic product.
“Some could be conflict of interest where someone has failed to disclose they have a business adjacent to Safaricom, we don’t tolerate it. If it is a case where they have interfered with assets of the company or customers assets, yes they are prosecuted and Safaricom provides evidence,” said Steve Chege- Corporate Affairs Director, Safaricom.
In 2017, Safaricom dropped its market share from 72.6 per cent to 65.4 percent (a 9.9 per cent drop), according to a Communication Authority of Kenya report as compared in 2016 however the telco paid 157 million fines in 2016.
M-Pesa’s social impact was also noted in the report as having increased by 20 per cent.
During the same period, forty three employees were dismissed for fraud, this representing a seven percent decline in staff members found culpable.
The giant mobile service provider also lost 1.6% of its subscribers. These are more than 470,000 people.
The company reacted by raising their Data, sms and call charges to reflect the Finance Bill 2018.