DNK International Bernard Kipkoech releases a petition he filed on alleged unfair rounding off of call minutes and unjust billing practices by Safaricom Limited.
He filed it on December 22,2025 but not gotten reply.
FROM:BENARD KIPKOECH NGETICHKericho County, Republic of KenyaKenyan Citizen and Resident
DATE: 22 December 2025
TO:
The Communications Authority of Kenya (CAK)
Safaricom Limited
Parliament of the Republic of Kenya
RE: PETITION AND FORMAL COMPLAINT REGARDING UNFAIR ROUNDING-OFF OF CALL MINUTES AND UNJUST BILLING PRACTICES BY SAFARICOM LIMITED
- INTRODUCTION AND PETITION OVERVIEW
1.1 I, BENARD KIPKOECH NGETICH, a Kenyan citizen and resident of Kericho County, respectfully submit this petition in the public interest. This submission is made not only on my own behalf but also on behalf of millions of Kenyan consumers—particularly the poor, marginalized, rural, less educated, and economically disadvantaged—who depend heavily on mobile telecommunication services for communication, business, education, and access to public information.
1.2 It has come to my attention, and to the concern of many consumers, that Safaricom Limited continues to apply a call-minute rounding-off practice in its billing systems. While this practice may be presented as standard industry procedure, its practical effect is the premature depletion of prepaid airtime and bundles, resulting in consumers paying for services not actually used.
1.3 This billing method is misleading, unjust, and exploitative, particularly where it is not clearly disclosed or understood by consumers, thereby violating principles of fairness, transparency, and consumer protection.
- LEGAL AND REGULATORY BASIS
This petition is grounded on the following constitutional, statutory, and regulatory provisions:
2.1 Article 46 – Constitution of Kenya (2010)
Consumers have the right to protection from unfair trade practices, to information necessary for them to gain full benefit from goods and services, and to compensation for loss or injury arising from defects or misleading practices.Minute rounding unfairly consumes prepaid airtime faster than actual usage, disproportionately harming low-income and vulnerable consumers.
2.2 Article 47 – Constitution of Kenya (2010)
Every person has the right to administrative action that is lawful, reasonable, and procedurally fair.Billing practices that are opaque, inadequately disclosed, or disproportionate violate this constitutional guarantee.
2.3 Kenya Information and Communications Act (KICA), Section 23
Telecommunications service providers are required to offer services on transparent, fair, and accurate tariff structures while safeguarding consumer interests.Undisclosed or poorly explained rounding-off practices contravene this obligation.
2.4 Consumer Protection Regulations (2010)
Consumers are entitled to clear, accurate, and understandable billing information.Ambiguous or concealed charges, including minute rounding, amount to misleading billing.
2.5 Consumer Protection Act, No. 46 of 2012
The Act prohibits unfair, deceptive, or misleading business practices and entitles consumers to seek redress for harm suffered due to such conduct.
- IMPACT ON MARGINALIZED AND POOR CONSUMERS
3.1 The rounding-off of call minutes disproportionately affects poor, rural, unbanked, and less educated Kenyans, many of whom rely exclusively on prepaid airtime.
3.2 Although the financial loss per call may appear minimal, the cumulative effect results in substantial economic loss, effectively denying consumers full value for money paid.
3.3 This practice deepens inequality, erodes public trust in telecommunications providers, and unfairly burdens consumers who lack the resources or technical knowledge to avoid or challenge such billing systems.
- RECOMMENDATIONS AND CALLS TO ACTION
I respectfully propose the following measures:
4.1 Per-Second Billing or Full TransparencySafaricom should implement per-second billing reflecting actual usage, or provide clear, simple, and prominent disclosure explaining how rounding-off affects call charges.
4.2 Regulatory Oversight and EnforcementThe Communications Authority of Kenya should investigate, regulate, and enforce compliance to protect consumers from unfair billing practices.
4.3 Redress for Affected ConsumersSafaricom should compensate or adjust accounts for consumers who have been unfairly charged, particularly low-income and vulnerable users.
4.4 Public Awareness and Consumer EducationSafaricom, CAK, and Parliament should jointly enhance public awareness on billing practices and consumer rights, especially targeting marginalized communities.
4.5 Parliamentary Oversight and Legislative ActionParliament should review existing telecommunications laws and, where necessary, enact reforms to ensure fair, transparent, and consumer-friendly billing practices.
- CONCLUSION
5.1 This petition is submitted in the spirit of justice, fairness, accountability, and constitutionalism, with special regard to the protection of poor and marginalized consumers.
5.2 I respectfully urge Safaricom Limited, the Communications Authority of Kenya, and Parliament to take urgent and meaningful action to:a) Eliminate opaque rounding-off practicesb) Enforce transparent and fair billing systemsc) Provide redress to affected consumersd) Uphold the constitutional principles of equity, fairness, and consumer protection
RESPECTFULLY SUBMITTED,
BENARD KIPKOECH NGETICHCitizen and Resident of KenyaKericho County, Republic of Kenya-0718772286.
[DNK-International@February 3,2026]
