KDDI ready to pay back customers for outage - Mobile World Live

KDDI ready to pay back customers for outage

29 JUL 2022
open RAN

Japanese operator KDDI detailed plans to compensate more than 35 million subscribers affected by a major network outage earlier this month, a failure which could yet result in official government reprisal.

The operator explained its compensation plan covered users which were unable to access mobile voice and data services, along with subscribers of its Home Plus telephone service during the outage which began on 2 July.

It revealed a total of 35.9 million customers had been affected, with compensation due in the form of a JPY200 ($1.50) discount on their monthly bill, or increased data allowance in some cases. Kyodo News reported the total outlay could hit JPY7.5 billion.

The operator revealed the compensation plan after sending an official report on the outage to Japan’s Ministry of Internal Affairs and Communications, which stated it planned “to scrutinise the contents” and “consider necessary measures”.

In a separate report, Kyodo News reported the Ministry may censure KDDI in August alongside potential broader action around enabling users to roam on rival operator networks, particularly for calls to emergency services.

KDDI also referred to the outage in financial statements for fiscal Q1 2023 (the period to end-June) issued today (29 July), explaining it had already established a team to explore ways to strengthen its infrastructure and customer service.

The division aims to “prevent recurrence, verify prompt restoration measures and implement other overall checks and measures”, among other goals.

Profit attributable to owners rose 1 per cent year-on-year to JPY191.8 billion, with revenue 4 per cent higher at JPY1.4 trillion.



Michael Carroll

Michael doesn’t want to admit that he has been a journalist and editor for close to 20 years covering a diverse set of subjects including shipping and shipbuilding, fixed and mobile telecoms, and motorcycling...More

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