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<p class="MsoNormal"><span style="color:#1F497D">Edith/Listers<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">One of the responsibilities of CCK is to protect the interests of consumers, including against poor quality of service. To this end, CCK independently monitors the QoS on annual basis to determine whether licensees
meet the minimum set parameters or standards. Each year, we publish the performance of the four mobile operators in respect to QoS to empower consumers make informed choices in the market. We also levy penalties on non-compliant licensees (i.e. those that
do not meet the set standards). The penalties stipulated in the Kenya Information and Communications Act, CAP 411A of Kshs500,000, are however too low and do not serve as an adequate deterrent. To address this, the penalties have been enhanced in the proposed
Kenya Information and Communications (Amendment) Bill. CCK is also enhancing its monitoring capabilities to be able to process and publish the performance results more frequently for public information and as a way of encouraging service providers to provide
quality services. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">The monitoring results also assist licensees to identify areas of non-compliance for purposes of improvement. Arising from our concern over QoS performance, CCK has requested non-compliant licensees to submit
action plans on how they intend to improve on QoS. <o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Let me also add that QoS is a major consideration in the renewal of licences for the mobile operators and other service providers. The renewal of the Safaricom licence is due in June 2014. CCK is looking forward
to enhancing the licence conditions in respect to QoS to make ensure that consumers get value for their money.
<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D">Best regards,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
<div>
<p class="MsoNormal"><b><span style="color:#1F497D">Christopher Wambua<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D">Manager – Communications<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D">Consumer and Public Affairs Department<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D">Communications Commission of Kenya<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D">P.O. Box 14448 NAIROBI 00800<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D">Tel: +254 20 4242209<o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D"><a href="mailto:info@cck.go.ke"><span style="color:#1F497D">info@cck.go.ke</span></a><o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D"><a href="http://www.cck.go.ke"><span style="color:#1F497D">www.cck.go.ke</span></a><o:p></o:p></span></b></p>
<p class="MsoNormal"><b><span style="color:#1F497D"><o:p> </o:p></span></b></p>
<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><span style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> Edith Adera [mailto:eadera@idrc.ca]
<br>
<b>Sent:</b> Monday, July 29, 2013 4:43 PM<br>
<b>To:</b> Wambua, Christopher<br>
<b>Cc:</b> Consumer and Public Affairs; KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> RE: [kictanet] CCK to renew Safaricom's licence<o:p></o:p></span></p>
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</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt">Dear Wambua,<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt">Thanks for bringing this issue to our attention. Actually, 2 weeks ago an email I had composed for the list got deleted before I could deliver it…then I got swamped!<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt">The email was about the “poor quality of service” from Safaricom – too many dropped calls, uncompleted calls, undelivered sms”, hanging sms” etc. and asking the
<span style="color:red">BIG QUESTION: “WHAT IS CCK DOING ABOUT THIS UNACCEPTABLY LOW QUALITY OF SERVICE?”<o:p></o:p></span></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="font-size:12.0pt">I see you have suggested that renewal of license is subject to “ …..meeting
</span><span style="font-size:12.0pt;mso-fareast-language:EN-GB">set minimum quality of service standards by June 2014.”<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB">Why by June 2014?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB">We want good service NOW!<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB">Can CCK address this
<u>now</u> and get back to us telling us what will be done <u>now</u> and NOT June 2014?<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;mso-fareast-language:EN-GB">Concerned Edith<o:p></o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span lang="EN-CA" style="color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> kictanet
<a href="mailto:[mailto:kictanet-bounces+eadera=idrc.ca@lists.kictanet.or.ke]">[mailto:kictanet-bounces+eadera=idrc.ca@lists.kictanet.or.ke]</a>
<b>On Behalf Of </b>Wambua, Christopher<br>
<b>Sent:</b> July 26, 2013 4:48 PM<br>
<b>To:</b> Edith Adera<br>
<b>Cc:</b> Consumer and Public Affairs; KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] CCK to renew Safaricom's licence<br>
<b>Importance:</b> High<o:p></o:p></span></p>
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<p class="MsoNormal"><span lang="EN-CA"><o:p> </o:p></span></p>
<p class="MsoNormal">Listers, <o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal" style="text-align:justify"><b><u><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">CCK to renew Safaricom’s licence
<o:p></o:p></span></u></b></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";color:#002060;mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">Kenya’s largest mobile operator – Safaricom – will pay Kshs2.36billion (US$27million) for renewal of its operating
licence for a further term of 10 years.<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">CCK today announced that the renewal of Safaricom’s licence would depend on the operator paying the renewal fee
upfront and meeting the set minimum quality of service standards by June 2014. Safaricom’s initial licence term of 15 years is set to expire on 30th June 2014 but has a provision for a possible renewal for a further term of 10 years.
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">Addressing the media at the CCK offices, CCK Director General Mr. Francis Wangusi said the renewed Safaricom licence
would come with a set of new licence terms and conditions negotiated between the regulator and the mobile operator.
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">The licence renewal fee of US$27 million is based on the bid price offered for the third GSM mobile licence by
the latest entrant to the mobile telecoms market in Kenya -Econet Wireless Kenya Ltd (now Essar Telecom Kenya Ltd).
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">The Director General said that whereas Safaricom has significantly contributed to the economy, developed innovative
products and services and met most its licence obligations, the mobile operator needs to up its game in regard to meeting the set quality of service standards.
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">‘‘We have considered the fact that whereas Safaricom has met most of its licence obligations, its continued failure
to meet the set Quality of Service standards remains a concern that needs to be addressed,’’ said Mr. Wangusi.<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">Mr. Wangusi further said the three other mobile operators would pay the same amount for renewal of their licences
for a further term of 10 year to ensure parity and a level playing ground for all service providers in the sector.
<o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:7.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB"><o:p> </o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">At the sametime, the Director General said the spectrum assigned to the four mobile operators will be subjected
to an auction after the expiry of the 10-year renewal term. , <o:p></o:p></span></p>
<p class="MsoNormal" style="text-align:justify"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif";mso-fareast-language:EN-GB">The full statement of the Director General is available on the CCK website at
<a href="http://www.cck.go.ke/news/speeches/2013/Press_statement__Safaricom_licence.pdf">
http://www.cck.go.ke/news/speeches/2013/Press_statement__Safaricom_licence.pdf</a> <o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:12.0pt;font-family:"Trebuchet MS","sans-serif""><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-family:"Trebuchet MS","sans-serif"">Wambua<o:p></o:p></span></b></p>
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