Complain about a mobile network, internet or postal service to the Communications Authority
Communications Authority of Kenya · sources read 1 Oct 2026
Complain to your mobile network, internet, TV or postal/courier provider in writing first, within six months, and use their escalation process. If it is still not fixed, fill the Consumer Complaint form on the Communications Authority website or email chukuahatua@ca.go.ke.
- Fee
- We couldn't confirm a fee from the official page. Check it there before you pay.
- Where
- Online on the Communications Authority website (Consumer Complaint form), by email to chukuahatua@ca.go.ke, or at CA Centre, Waiyaki Way, Westlands, Nairobi
What you need
- Your full names and email address (required on the form)
- The name and contacts of the provider you are complaining about
- What happened, with dates and what you have already done about it
Steps
- Write your complaint to the provider (for example your mobile network or internet provider) within six months of the problem.
- If you don't like their answer, ask for their escalation process so a senior person reviews it.
- Still not resolved? Take it to the Communications Authority.
- Fill the Consumer Complaint form on ca.go.ke: your details, the provider's details, the type of complaint (e.g. poor quality of service, billing, high tariffs) and what happened.
- You can also email your complaint to chukuahatua@ca.go.ke.
Watch out
- Go to your provider first. The CA form asks whether you have already used the provider's own complaints process.
- Complaining to your provider is free.
- CA may share your complaint with other government agencies that investigate customer complaints.
Who can apply
- Anyone with a complaint about a licensed communications service provider.
- CA covers telecoms (mobile and internet), broadcasting and postal/courier services.
Official sources (4)
- Consumer Feedback ca.go.ke · read 1 Oct 2026
- The Kenya Information and Communications (Consumer Protection) Regulations, 2010 ca.go.ke · read 1 Oct 2026
- Public Notices ca.go.ke · read 1 Oct 2026
- Consumer Complaint form ca.go.ke · read 1 Oct 2026