Safeguarding ICT customers through Consumer Protection Guidelines and Customer Care standards

Kenya’s ICT regulator, Communications Authority, has released guidelines to clarify how the Authority expects licensed service providers to respect and protect ICT consumers’ rights and encourage best practices by licensed service providers and promote the provision of high-quality services to consumers. The Customer Protection Guidelines

Automation of customer support key in enhancing operational efficacy

I recently stumbled upon an old photo showing a long and meandering queue of taxpayers outside Times Tower, Nairobi, waiting to submit their annual tax returns. Although the photo is not dated, it could have been taken years back before the Kenya Revenue Authority (KRA)