CRAN working towards consumer protection
The Communications Regulatory Authority of Namibia (CRAN) said that during the period 1 February 2022 to 31 January 2023, the regulator received 23 complaints against telecommunication service licensees.Of the 23 complaints received, after no resolutions could be found between the complainant and the licensee during the abovementioned period, CRAN resolved 16 complaints while seven remained unresolved.
While the total number of complaints resolved by CRAN decreased from 88% to 70% compared to the 2021/2022 period, the number of complaints unresolved by CRAN increased from 12% to 30%.
Among the service licensees, Telecom Namibia Limited received the highest number of complaints (12), while eleven complaints were lodged against MTC.
Complaints from other licensees were not delivered to CRAN.
Common grievances
• Billing discrepancies: Complaints received were mainly related to overcharging and errors in invoices issued. Consumers were unable to reconcile the charges billed by the operator and their usage level. The billing discrepancies created financial burdens related to unexpected expenses and customer distrust.
• Service quality: Consumers raised issues relating to poor network quality and inadequate service connectivity reported in the Khomas region. Consumers also reported delays and poor connection in the quality of service, leading to poor customer service and low customer satisfaction. This meant that consumers could not enjoy the full benefit of connectivity as promised by the service provider, with delays affecting consumers’ ability to conduct their online activities as intended. CRAN investigates poor quality of services through regular inspections and provides feedback to those aggrieved to improve service quality and resolve connectivity issues.
• Service delivery: Consumers complained that service providers failed to install services at consumers’ premises after subscriber agreements were concluded. Failure to install services meant that consumers were paying for services which they had no access to, hindering consumers communication needs. Telecommunications providers should place effective follow-up mechanisms to ensure that subscribers receive services as per the concluded agreements.
CRAN plays a crucial role in addressing and resolving consumer complaints to ensure a fair and reliable telecommunications environment. By resolving complaints at a reasonable rate and continued efforts to improve consumer protection, CRAN aims to foster better service quality, increased transparency, and effective dispute resolution mechanisms. The regulator works closely with service licensees to address consumer grievances in its effort to regulate the ICT industry that benefits all Namibians.