Consumers International (CI), the global
federation of 250 consumer groups, published its Consumer Agenda for Fair
Mobile Services ahead of World Consumer Rights Day (WCRD) on Saturday 15 March
2014.
In the run up to 15 March, consumer groups
from around the world made a call on mobile phone service providers to demand
better services for the 7 billion mobile users across the globe. Mobile rip
offs are commonplace – from holidaymakers being stung by four figure roaming
bills abroad, to customers tricked into paying to receive text messages.
With smartphones set to function as a
remote control for more and more aspects of our lives, consumer groups believe
now is the time to ensure big mobile companies are held to account for unfair,
substandard services.
In consultation with consumer groups around
the world, CI drew up a Consumer Agenda for Fair Mobile Services, which
outlines what the consumer rights movement wants to see changed. This includes
demands that telecom companies:
• provide consumers with access to an
affordable, reliable service
• provide consumers with fair contracts
explained in clear, complete and accessible language
• provide consumers with fair and transparent
billing
• provide consumers with security and power
over their own information, and
• listen and respond to consumer
complaints.
CI is planning to deliver this message to
the International Telecommunications Union (ITU) - the UN body responsible for setting
standards in the industry - ahead of the ITU World Telecommunications
Development Conference in early April.
Amanda Long, Consumers International
Director General says:
“Mobile phones are an everyday part of the
lives of billions of people. From social interaction, and digital identity; to
banking and e-commerce: they have become essential to the way we live, spend,
connect and express ourselves.
“But consumers the world over complain
about the service they receive from telecom providers. From West Africa, to
Asia Pacific; Europe, to South America - our member groups are telling us that
connection reliability, unfair contracts, unclear billing, poor customer
services and concerns over data privacy are regular issues for consumers. It’s
time the international telecom providers answer the call for action.”
Namibia is no exception. The
telecommunications industry does not have a service of culture and now that it
all telephonic services fall under one company (Namibia Post and Telecom
Holdings), competitiveness is not a driving force for change.
The Communications Regulatory Authority of
Namibia (CRAN) is responsible for regulating the telecommunication services and
networks, broadcasting services, postal services and the use and allocation of
radio spectrum. Consumer Protection and Advocacy forms an integral part of
CRAN's mandate. CRAN is supposed to ensure that consumers receive the full
benefits of competitive electronic communication services and are protected
from any exploitation or abuse. A streamlined complaints handling system in
accordance with the Act has been put in place, but no consumer group has yet
evaluated the process or had access to reports on the internal handling of the
complaints received by the authority.
Note: Leo was purchased by Telecom and is
now renamed TN Mobile. Telecom and the Post Office are 100% owned by Namibia
Post and Telecom Holdings (NPTH). MTC is 66% owned by NPTH.
