Nearly a quarter (23 percent) of Safaricom customers doubt the accuracy of what they are charged for mobile data and text messages, according to a regulatory survey that has put the spotlight on billing practices in Kenya’s telecommunications sector.
The survey shows that only 77 percent and 77.7 percent of Safaricom customers believe they are accurately billed for data and texts, respectively, with the telco lagging behind Jamii Telecommunications, Airtel and Telkom Kenya on billing credibility.
Jamii Telecommunications is the best-rated operator, with 98.4 percent and 88.6 percent of its customers saying they are correctly billed for data and texts, respectively, followed by Airtel at 98.3 percent and 86.2 percent.
The high level of mistrust in Safaricom’s billing comes at a time when mobile data revenue has, for the first time, overtaken voice, underscoring the growing use of data for online learning, remote working and entertainment.
“Safaricom shows lower performance compared to other providers. While still a majority, these lower figures indicate that Safaricom customers are less confident in billing accuracy, particularly for data services,” the report says.
Safaricom’s mobile data revenues surpassed voice in the half-year ended September 2025, rising 18 percent to Sh44.4 billion, while voice revenue grew by just 0.5 percent to Sh41.09 billion.
Increased online learning, remote working and online streaming have driven demand for data services, making them increasingly critical to telcos as voice revenues stagnate.
The Communications Authority of Kenya (CA) commissioned Strategic Synergy Consultants Limited to conduct the survey between July 1, 2024 and June 30, 2025, covering more than 4,200 respondents.
The survey notes that improved billing transparency and clarity are key to sustaining consumer trust across all providers.
Billing disputes are among the most common complaints lodged by subscribers with the CA, according to quarterly regulatory reports.
Beyond data and text charges, Safaricom also ranks lowest on trust in call billing, with only 80.2 percent of its customers saying they are correctly charged for voice calls.
By comparison, 97.6 percent of Airtel customers said they trust call billing, followed by Jamii at 96.7 percent and Telkom Kenya at 94 percent.
Only 18 percent of Safaricom customers said they receive monthly billing information, compared with 44.1 percent of Airtel subscribers and 35 percent of Jamii customers.
Safaricom is the biggest player in the local telecommunications sector, controlling about 65 percent of mobile subscriptions as of September last year, ahead of Airtel at 30.7 percent. Telkom and Jamii each hold about one percent.
Rivals have been banking on lower call tariffs and promotions to lure customers and erode Safaricom’s dominance, and have also unsuccessfully petitioned Parliament to curb the telco’s market power.
