Kenya’s MTR Deadline: What Businesses Need to Know About Call Costs

Any adjustments to the current cap of KSh 0.41 per minute could ripple through the telecom industry and directly impact businesses that depend on phone calls for customer service, sales outreach, supply chain coordination, and internal communications.

Knowing what MTRs entail, how the review process works, and what to expect can help your business plan budgets, streamline operations, and keep customer relationships strong amid upcoming changes.

Understanding Mobile Termination Rates and Their Impact

Mobile Termination Rates are fees one telecom operator charges another when a call ends on its network. While these wholesale charges don’t directly hit consumers, they influence retail voice call prices, competition among operators, and overall affordability.

In March 2024, Kenya’s Communications Authority (CA) reduced MTRs from KSh 0.58 to KSh 0.41 per minute, a 30% drop, with the current review period ending February 28, 2026. Fixed termination rates follow the same schedule, while SMS termination rates remain unchanged.

These fees shape how operators price calls that cross networks, think Safaricom to Airtel or Telkom. Despite recent reductions, many industry experts believe current MTRs remain above actual interconnection costs. Regulators face pressure to push for pricing that better reflects real costs and promotes healthy competition.

How the MTR Review Process Unfolds

The CA’s review process balances three priorities: affordable services for consumers, healthy competition among operators, and sustainable telecom investment.

This involves detailed cost modelling, operator feedback, and public consultations before the CA sets a new regulatory price ceiling that operators must follow.

With the current cap expiring, expect the CA to conduct a thorough review and likely adjust termination rates or gradually transition to cost-based fees. This decision will send waves through the telecom sector and business community, potentially changing calling patterns and pricing after February 28.

First, further MTR cuts are possible. Institutions like the World Bank argue Kenya’s rates are still above actual costs. Aligning with costs could bring Kenya closer to neighbours like Tanzania, where termination fees hover around KSh 0.089 per minute and continue falling.

Second, lower termination fees often lead operators to reduce retail call tariffs and roll out innovative bundles combining voice and data. For businesses, this spells cheaper calls and more ways to connect with clients and partners.

Third, market dynamics matter. Safaricom, which controls over 60% of network minutes, tends to favour gradual changes, while Airtel and Telkom push for sharper cuts to level the playing field.

Lastly, voice calls remain vital, especially for small businesses serving customers with feature phones or limited data access, even as data and mobile money services expand.

Implications for Your Business Communications

Changes in MTRs affect businesses in several ways:

• Lower MTRs could cut customer engagement costs. Reduced retail voice rates mean sales and support teams can reach clients across networks more affordably.

• Budgets need proactive adjustment. Don’t wait for the regulator’s decision, start reviewing communication expenses now.

• Calling behaviour might shift. Cheaper cross-network rates could encourage more fluid communication across different networks.

• Voice calls will coexist with data-driven options. Apps like WhatsApp and Microsoft Teams remain crucial for enterprise communication.

These changes influence everything from help-desk support to remote team coordination, especially in sectors like sales, logistics, and customer service.

Preparing Your Business for the MTR Outcome

Begin by auditing your current communication costs. Understand your voice and network charges baseline to forecast potential savings.

Engage your service providers early. Explore competitive bundles, fixed-term contracts, or hybrid VoIP solutions that can lock in cost benefits.

Integrate voice with data-first channels. Leverage mobile money, OTT messaging, and app-based calls where practical, especially for high-volume, quality-flexible customer support.

Set clear internal policies. Define when to use on-net versus cross-network calls or data services to balance cost and efficiency. Tools like call tagging and usage dashboards can help implement these policies.

DHL supports Kenyan businesses with automated shipment alerts, real-time tracking, and streamlined pickup coordination. These solutions cut down repetitive calls to customers and suppliers, helping you manage expectations smoothly no matter how voice call pricing shifts.

Opening a DHL business account provides tailored support and structured engagement, keeping your operations efficient as communication costs change.

Don’t Wait: February 28 Is Closer Than You Think

The upcoming MTR review isn’t just about telecom pricing, it’s a turning point for how businesses budget voice calls, organise customer support, and balance traditional calling with digital channels.

To stay ahead, assess your communication costs, engage providers, blend voice with digital options, and update internal policies. Preparing now means your business can enjoy lower costs, greater flexibility, and stronger connections with customers in the months ahead.