Safaricom Will Reimburse Customers Who Experience Sudden Depletion of Data

With increased customer complaints on data usage, Safaricom (NSE: SCOM) will in the next few months announce new data packages in line with their needs to improve their data experience.
To address the data issue, Safaricom will unveil ways of enabling customers to manage their data usage by choosing their preferred internet speeds while browsing.
“We have received numerous complaints from our customers that their data is being depleted too fast giving them a bad experience. My commitment to our customers going forward is that we will deliver a more transparent and user-friendly data experience,” said Bob Collymore, CEO, Safaricom.
The measures will also include notifying customers of any abnormal spikes in data usage, which often occur during auto updates of apps and software, streaming and archiving of multimedia content.
In cases where this fails and a customer’s data is depleted unexpectedly, Safaricom will reimburse customer’s data bundle.

With over 4,600 network sites across the country and 86 percent of the Kenyan population covered with 3G network, Safaricom continues to improve mobile penetration which currently stands at 88.7 percent.

In the Year Ended 31st March 2018, there was a 29 percent drop in effective price of data coupled with scaled up access with a Fibre Optic Footprint of 4,700 km countrywide accessing more than 141,000 households.

The measures will also include notifying customers of any abnormal spikes in data usage, which often occur during auto updates of apps and software, streaming and archiving of multimedia content.

The announcements were made during the 10th Annual General Meeting held today at Bomas of Kenya. Shareholders voted to approve the Directors’ Remuneration Policy contained in the Directors’ Remuneration Report for the year ended 31st March 2018.