A Safaricom customer has threatened to institute a suit against the Telco over the outage experienced by M-Pesa users on December 8.
Martin Ndung’u, through lawyers Gichuki Waigwa and Associates Advocates, on Tuesday gave the mobile service provider until today (Thursday, Dec 13) to admit culpability following the disruption of services.
After the admission, Mr Ndung’u says Safaricom should pay its 24 million subscribers Sh10,000 each as compensation for the inconveniences during the downtime.
He argues that most subscribers were forced to pay more for electricity, services and even payment to gambling firms during the outage.
“Our client proposes that in preparation for the inconvenience, you credit each of the 24 million subscribers with Sh10,000 seeing that you move an average of Sh16.3 billion daily,” the demand letter reads in part.
Mr Ndung’u states that if Safaricom does not honour the demand, it will be sued for contravening the Customer Protection Act, 2012.
The notice has been served upon the Board chairman and director general of the Communications Authority of Kenya.
The petitioner also notes that M-Pesa users were embarrassed for being unable to settle bills and business deals remained incomplete.
Safaricom explained that the loss of services was “due to a database degradation.”
ICT CS Joe Mucheru has since instructed Communications Authority (CA) to investigate the M-Pesa outage.