Safaricom Limited has been fined Sh270 million by Communications Authority of Kenya (CAK) over poor service delivery.
The fine is a 72% increase from the Sh157 million the telecommunications giant was fined in 2016 over a similar period.
“It should be noted that we, along with the other Kenyan mobile network operators, have expressed concerns regarding the quality of service measures used by the authority, we continue to engage them with expectations that our concerns will be met,” the report states in part.
The regulator’s evaluation, however, revealed that the leading firm attained 62.5 per cent compliance against the minimum required of 80 per cent.
The compliance implied that the service provider has tremendously improved its service delivery including the upgrade of the quality of voice and data services, call completion rate, call drop rate, call block rate, speech quality and signal strength of the operators from the base transmission station.
Safaricom, for the fourth time, Communication Authority of Kenya said, failed to meet the required level of quality of service as prescribed by the regulator. In 2015, Safaricom was fined Sh500, 000 for poor service quality.
Owing to the various fraudulent issues, the Bob Collymore led firm was forced to fire 52 staff members within the year. The report enumerates that the stringent action was necessitated by the need to guard data and key information at the company.
The types of fraud that led to the dismissals include theft, asset misappropriation, policy breaches such as unauthorized access to data systems and fraudulent SIM swap, among others.
In addition, the company told shareholders, 14 others were warned against engaging in fraud. The new figure which stands at 52 swell from the previous year’s 31 members of staff. 33 other members of staff, the firm said, were under investigation.
“While the number of investigations carried out during the year was substantively the same as Financial Year 2016, the number of staff dismissed for fraudulent behaviour increased to 52,” Safaricom said in its latest Sustainability report.
There have been a wave of complaints from the users of the telecom services that the secrecy of the information and data have not been achievable as one would easily obtain crucial information from the staff without much ado.
Meanwhile, six Safaricom staff member are being investigated by the police for allegedly colluding with the polls agency IEBC to bungle the August 8 elections.