Safaricom Chief Executive Bob Collymore has said the mobile operator is working to restructure its data pricing to better meet market needs.
Collymore, who was speaking during the company’s Annual General Meeting, said the new data structure should be in place in September adding that customers will have the option of monitoring their data usage.
Safaricom will also unveil ways of enabling customers to manage their data usage by choosing their preferred internet speeds while browsing.
“We have received numerous complaints from our customers that their data is being depleted too fast giving them a bad experience. My commitment to our customers going forward is that we will deliver a more transparent and user friendly data experience,” said Collymore.
In the Year Ended 31st March 2018, there was a 29pc drop in effective price of data coupled with scaled up access with a Fibre Optic Footprint of 4,700 km countrywide accessing more than 141,000 households.
The measures will also include notifying customers of any abnormal spikes in data usage, which often occur during auto updates of apps and software, streaming and archiving of multimedia content. In cases where this fails and a customer’s data is depleted unexpectedly, Safaricom will reimburse customer’s data bundle.
To further complement voice biometrics, Safaricom will be exploring the use of finger and facial recognition in a bid to curb SIM fraud. Mobile money transactions will be suspended for a period of time following a SIM Swap, to prevent fraudsters from accessing customer funds held in M-PESA accounts.
“SIM fraud has been a huge pain point for our customers and we have taken these concerns very seriously. Our customers remain at the centre of everything that we do and in the next couple of months, we will put in place measures that will help us address this issue as we also work closely with DCI and the police,” said Collymore
Shareholders voted to approve the Directors’ Remuneration Policy contained in the Directors’ Remuneration Report for the year ended 31st March 2018.
He further said Safaricom will continue to push back on recommendations by a Communications Authority report that suggests retail price controls, infrastructure sharing and promotions regulation.
“If you look at things as price control, it is one of the silliest thing you have ever heard because it does not address the issues of the consumers,” said Collymore, who said Safaricom will continue to push back on attempts to curtail the telco’s investment in infrastructure and innovation.