consumer issues in the telecommunications
TRANSCRIPT
Consumer Issues in the Telecommunications Sector
Presentation during ICT Week 2016Theme: ICT Entrepreneurship and Social Impact
19th May 2016
By
Derick KhamaliAg. Manager/ Licensing Compliance
Content• Complaints Procedure• Licence Conditions• Types of Consumer Complaints• Summary of Consumer Complaints (FY 2014/2015 and FY
2015/2016)• Consumer Complaints FY 2014/2015• Consumer Complaints Q1 and Q2 FY 2015/2016• Resolution of Complaints • Customer Satisfaction• Challenges and Way Forward
Complaints Procedure
1• Consumer Reports Complaint to Service Provider
2• Consumer complains to the Authority (Via Email: [email protected], Call:
020-4455555, 0714-444555, 0737-445555, Complaints form www.ca.go.ke)
3• Authority investigates and communicates decision to the parties
4•Depending on severity of complaint, may be escalated to become a dispute
Licence Terms and Conditions• Provision Of Customer Care Services• Requirement To Publish The Charges, Terms And Conditions Of
Offering Licensed Services • Quality Of Service (Qos) Requirements • Provision Of Public Emergency Services • Public Emergencies • Billing Accuracy • Privacy And Confidentiality • Requirement To Provide Information • Subscriber Management In The Event Of Discontinuation Of
Services
Types of Consumer Complaints• Quality of Service:
– e.g. dropped calls, no network• Billing:
– e.g. overcharging• Criminal use of facilities:
– e.g. threatening messages and calls• Misleading Adverts• Fraud:
– e.g. fictitious betting and promotions • Privacy
– E.g. Access to subscriber information• Broadcasting
– E.g. denial of service, Inability to access FTA
• Inaccurate Information– e.g. tarrifs
• Service Interruption– e.g. unwarranted disconnection of service
• Delay/Failure of service provision– e.g. initial setup/connection to service
• Unsolicited Communications– e.g. Unsolicited emails, SMS
Types of Consumer Complaints…/2
Summary of Consumer Complaints
CategoryFY
2014/2015
FY 2015/2016
Q1 Q2
Defective Terminal Equipment 12 6 5Quality of Service (Voice & Data) 13 7 6Fraudulent Calls/SMS 5 3 6Billing 30 14 13Confidentiality/Privacy Breaches 8 2 1Service Provisioning Delays/Failures/Termination 36 13 7Misleading Advertisements 4 4 Unauthorized Charges/Subscriptions 74 10 9Electromagnetic Radiation 1 1 Nuisance 10 1 3Criminal use of services/facilities 21 10 4Delivery Delays 3 Service Interruptions 26 9 6Digital Transition 14 2Others 5 Total 262 80 62
Consumer Complaints FY 2014/2015
Unauthorized Charges/ Subscriptions
28%
Service Provisioning De-lays/Failures/Termination
14%Billing 11%Service Interruptions
10%
Criminal use of services/facilities
8%
Digital Transition5%
Quality of Service (Voice & Data)
5%
Defective Terminal Equipment
5%
Nuisance4%
Confidentiality/Privacy Breaches
3%
Fraudulent Calls/SMS2%
Others2%
Misleading Advertisements2%
Delivery Delays1%
Electromagnetic Radiation0%
Resolution of Consumer Complaints
Total Number of Complaints
Total Number of Complaints
Complaints Resolved
In Progress
FY 2014/2015 262 139 123FY 2015/2016(Q1, Q2)
153 47 106
Customer Satisfaction Survey – FY 2014/2015
TV Service ProvidersRadio Service Providers
Mobile Service Providers Internet Service
Providers Courier Service Providers Postal Service Provider
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
79.0%78.7%
74.4%74.3%
71.7%
68.0%
Challenges• Non responsive licensees to consumer complaints• Consumers seeking redress directly with Authority
instead of with their service providers• Lack of harmonized complaints procedures by
licensees• Fraudulent malpractices by vendors of mobile
phone handsets
Way Forward• Individually engage licensees with a view to
improve on consumer complaints procedures• Propose change to Kenya Information and
Communications (Consumer Protection) regulations, 2010 to include timelines for resolution of complaints
• Propose development of guidelines on customer care standards
Thank You
To make a Public and Consumer Complaint:[email protected]
020-4455555, 0714-444555, 0737-445555, www.ca.go.ke