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

Safaricom has unveiled a new set of product that will give customers on its network to control how they use voice, data or value added resources. The products: My Data Manager and My Subscription the company says are designed to enhance customer experience on its network.  

‘’Over the last few years, we have invested an average of Sh.30 billion a year to build the best network in Kenya. However we are aware there is a great deal of opportunity to enhance the experience on our network for our customers. The collection of products we are launching today aim to provide our customers with increased control over the services they can use on our network,’ Safaricom CEO, Bob  Collymore said.

With these new new products, Safaricom will offer refunds to customers with up to one minute of talk time should they experience a network disconnection while making calls to other Safaricom subscribers.  The company say the Safaricom Guarantee will leverage on the extensive investments it has made in building the most advanced network in the country.

“As the sector continues to evolve and focus shifts to quality of service, this strong commitment demonstrates the belief that Safaricom has in its network and is testament to the fact that Safaricom continually innovates on behalf of its customers needs,” Information Cabinet Secretary, Joe Mucheru who was also present during the launch said.

Another service launched, My Data Manager will also give customers power to control how they use their data bundles. The service does this by allowing them to restrict browsing on out of bundle rates. This development will seek to resolve instances where a customer’s data bundles run out and the network switches automatically to the more pricier airtime option when surfing the Internet.

My Subscriptions Management on the other hand will give customers power to view their active subscriptions (Data, SMS, Skiza and Premium Rate Services) and manage their subscriptions by adding more services or unsubscribing from active services.

“We are firmly focused on enhancing the experience of our customers and believe that these initiatives demonstrate of our solid commitment to our customer’s needs,” Mr. Collymore said.

This is the first time in Africa a telco company is offering real-time refund for network related call disconnections.

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Nixon Kanali

Tech journalist based in Nairobi. I track and report on tech and African startups. Founder and Editor of TechTrends Media. Nixon is also the East African tech editor for Africa Business Communities. Send tips to

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