Sammy Muchane v Airtel Networks Kenya Limited
Complaint dismissed. ODPC, 1 December 2023.
The facts
The complainant terminated his fixed-data service with Airtel in February 2021 after settling his outstanding invoice, but Airtel's systems erroneously left the account open, continued billing him, and referred the account to a debt collector, who sent him demand letters over a debt he had already paid. He complained to Airtel repeatedly before lodging his complaint with the ODPC in September 2023.
Orders and outcome
The Office found that Airtel's failure to close the account and erase data it was no longer entitled to retain infringed the complainant's rights under ss.25 and 26 of the Act. However, by the time of the determination Airtel had reconciled and closed the account, recalled the debt-collector instructions, and confirmed this to the complainant. The Office found the complaint sufficiently addressed and dismissed it; no compensation or enforcement notice was ordered. Dated 1 December 2023.
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