Cofek team to meet with Airtel Kenya CEO Shivan Bhargava, on quality of service, on October 8, 2013

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Cofek delegation will meet with Airtel Kenya CEO Mr Shivan Bhargava (pictured) on October 8, 2013 to discuss quality of service concerns, independent quality assessment and other areas of partnership aimed at promoting a win-win for the consumer and service provider.

Within its’ 2011-2012 quality assessment report, the Communications Commission of Kenya (CCK) rated both Airtel Kenya and Safaricom Ltd as “non-compliant” and gave a clean bill of health to both Orange Kenya and Yu Essar.

CCK’s verdict was arrived after testing 8 parameters namely completed calls; call set-up success rate; call drop rate; call block rate; speech quality; call set-up time; handover success rate and outdoor signal power quality (Rx level).

CCK concluded in the report that “operators need to step up their efforts as consumers continue to demand better services and as they continue to understand and demand their rights as consumers. It is hoped this will be reflected in the next report”.

It is for this reason that Cofek team met with Safaricom Ltd CEO Mr Bob Collymore on September 27, 2013. The team will now meet Airtel Kenya boss next week to be followed by Orange Kenya and Essar Telkom (Yu) on diverse dates to be announced.

Among other issues Cofek is discussing with mobile network operators (MNO’s) CEO’s is the need for an independent quality assessment report, supported by all operators, for quality controls against the CCK report which did not measure all the 8 parameters for all the 4 MNO’s.

Cofek is also discussing salient issues on customer care and other potential partnerships which will enhance the consumers’ value for money as well as MNO’s return on their respective investments.

For the full CCK quality of service report, please visit:

To support Kenya’s consumer protection work, you can make a donation of as little as Sh20. Send via our M-Pesa (Safaricom) pay bill business No: 978610. We will soon announce the form of contribution through Airtel Money

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