Why customers need better protection

Customer service. FILE PHOTO | NMG

In Kenya, we know about power that is unchecked by rules or structured consequences; we have a word for it — impunity, and it’s a word we use often, because there is so much of it in our society. But, we would be mistaken if we thought impunity was a uniquely Kenyan circumstance, for it is not. Indeed, when it comes to corporates that have moved to take over entire sectors, the whole world is grappling with their mounting impunity, a case in point being Google.

In fact, Google now has five times the employees of a decade ago, at nearly 120,000, and a flurry of recent articles citing its staff as saying the pace of growth has seen it abandon its principles, both in ethics and service.

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Note: The results are not exact but very close to the actual.