Nairobi, Sept. 14 -- Telecommunications firms such as Safaricom #ticker:SCOM and Airtel face regulatory fines if they take more than 15 seconds to answer customer calls under new draft regulations.
The draft regulations published last week for public comment will allow the regulator to fine the telecoms providers Sh300,000 for every breach and a jail term of up to three years.
In the proposed changes, the Communications Authority of Kenya (CA) seeks to protect consumers making inquiries and complaints from being put on the call queue for more than 15 seconds.
This is an upgrade from the current regulations, which compel firms to set up customer service call systems without specifying call queue time lines.
Calls to mobile telephony cust...