Consumers quiz telecoms, UCC over service quality
Sep 12, 2011
TELECOM operators were taken to task on Thursday by consumers who questioned the declining quality of service and the regulator’s commitment to protecting them.
By David Mugabe
and Roselynn Karatsi
TELECOM operators were taken to task on Thursday by consumers who questioned the declining quality of service and the regulator’s commitment to protecting them.
The Uganda Communications Commission (UCC) operator-consumer dialogue held at the Imperial Royale Hotel had top managers of telecom companies respond to the barrage of concerns form telecom consumer products.
Richard Kimera, a member of a consumer education agency, said in the last 12 months, the communication sector has had poor network connections and operator services.
In their defence, telecom firms said their fibre optic cables were frequently vandalised, which affected data flow.
But Shaban Serunkuma of the Consumer Protection agency wondered why the operators were not using satellite back up as they had assured customers when the undersea cables were laid.
Consumers from West Nile said telecom companies treat them as second class citizens.
They cited the high number of dropped calls on networks like Warid, MTN and utl.
Consumers also complained of the consumption of their data bundles even in situations where they can prove that they did not use the service intensely.
Isaac Nsereko, the MTN chief marketing officer, acknowledged that customer helplines were still a challenge, but added that the company would automate the service soon.
He was also asked about the money deducted on undelivered short messages, which most consumers said is never refunded.
“The providers make it hard for the subscriber to seek a refund of sh500 without losing sh1,000 or more,†said James Wire, an ICT consultant.
and Roselynn Karatsi
TELECOM operators were taken to task on Thursday by consumers who questioned the declining quality of service and the regulator’s commitment to protecting them.
The Uganda Communications Commission (UCC) operator-consumer dialogue held at the Imperial Royale Hotel had top managers of telecom companies respond to the barrage of concerns form telecom consumer products.
Richard Kimera, a member of a consumer education agency, said in the last 12 months, the communication sector has had poor network connections and operator services.
In their defence, telecom firms said their fibre optic cables were frequently vandalised, which affected data flow.
But Shaban Serunkuma of the Consumer Protection agency wondered why the operators were not using satellite back up as they had assured customers when the undersea cables were laid.
Consumers from West Nile said telecom companies treat them as second class citizens.
They cited the high number of dropped calls on networks like Warid, MTN and utl.
Consumers also complained of the consumption of their data bundles even in situations where they can prove that they did not use the service intensely.
Isaac Nsereko, the MTN chief marketing officer, acknowledged that customer helplines were still a challenge, but added that the company would automate the service soon.
He was also asked about the money deducted on undelivered short messages, which most consumers said is never refunded.
“The providers make it hard for the subscriber to seek a refund of sh500 without losing sh1,000 or more,†said James Wire, an ICT consultant.