Safaricom to offer real-time refund for network related call disconnections

Director-General, Communications Authority of Kenya Mr. Francis Wangusi (right), Safaricom Chief Executive Officer Bob Collymore (centre) and Cabinet Secretary Information and Communications Mr. Joe Mucheru(left) during the launch of Safaricom network call guarantee and data manager product

Safaricom has committed to refund customers for network related call disconnections as the Telecommunication sector shifts focus to Quality of Service (QoS).

The real time refundment will encompass a short message (SMS) notification and up to one minute of talk time to subscribers if they experience a network disconnection also known as dropped calls during local calls to other Safaricom subcribers.

Safaricom also unveiled a set of tools- Safaricom Guarantee, My Data Manager and My Subscriptions which are aimed to give customers more control on how they use voice, data or value added resources.

“Over the last years, we have invested an average of Sh30 billion-a-year to build the best network for Kenya. However, we are aware there is a great deal of opportunity to enhance the experience on our network,” said Bob Collymore, CEO, Safaricom.

My Subscriptions Management enables customers to view their active subscriptions (Data, SMS, Skiza and Premium Rate Services) where they can add more or pull out of the active ones.

My Data Manager will only be accessed through USSD giving customers the ability to control data bundles usage, allowing them to restrict browsing on out of bundle rates.

Mr. Collymore said that change and upgrades are due to customers feedback whereby there is a rise unsolicited subscriptions from content providers and also the high rate at which the network switches them automatically to the more pricier airtime option when surfing the net.

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