WINDHOEK – The Communications Regulatory Authority of Namibia (CRAN) says it has noticed an influx of consumer complaints via short message services (SMS) printed in daily newspapers and on social media platforms complaining about the poor service quality, network quality and billing services rendered by MTC. The majority of these complaints are related to prepaid services rendered by MTC.
The Communications Act (No. 8 of 2009) mandates CRAN to ensure that telecommunications service licensees render high quality services to all customers, including network availability and billing accuracy.
In a statement released yesterday, Morna Ikosa, Acting Head of Communications and External Relations at CRAN said, “We have engaged MTC and are in the process of investigating the matter. Once the investigation is completed and all relevant information has been received, CRAN will consider the information and make a decision in this regard in terms of Section 79 of the Communications Act and the regulations regarding consumer complaints. One of the objects of the Communications Act is to ensure consumer protection in the telecommunications market.”
Ikosa said CRAN has, therefore, established consumer complaints procedures and consumers may submit complaints about the non-compliance or breach of a licence, non-compliance or breach of a contract, complaints involving billing, charges and refunds, service delivery and product delivery, confidential, customer services and customer treatment; and service interruptions and dropped calls.
“Any person aggrieved by a telecommunications service provider should first submit the complaint to the service provider and if after 14 days the complaint is not resolved, the consumer may submit the complaint to CRAN for resolution. Please note that consumer complaints may be submitted to CRAN by completing a complaint form available on CRAN’s website at www.cran.na or at our head office”, noted Ikosa, adding that the form should be accompanied by all correspondence and documentation between the customer and the service provider. Once completed, the form may be submitted by hand to the head office of CRAN, namely Communications House, No 56 Robert Avenue, Windhoek or by post to the head offices of CRAN, at Private Bag 13309, Windhoek, 9000, or by electronic mail to legal@cran.na; and by facsimile to +264 61 238646.