World Consumer Rights Day (WCRD) was
established on 15 March 1983 to promote consumer rights around the world. For
WCRD in 2014, consumer organisations around the world are highlighting the
consumer issues that are undermining and frustrating the success of mobile
phone services.
The international consumer body, Consumers
International (CI) will be launching a new Consumer Agenda for Fair Mobile
Services. The agenda sets out the issues that most effect consumers including
the need for access to a reliable service, the security of their data and fair
contracts and billing.
CI will submit the Agenda to the World
Telecommunications Development Conference, held by the International Telecommunications
Union, where they will be calling on phone regulators and companies to take
action to stop these issues undermining the success of this new technology.
Consumer Agenda for Fair Mobile Services
addresses the issues that affect mobile consumers across the world and Namibia
is no exception. Some of the issues that we need to address globally are:
1.
Provide consumers with access
to an affordable, reliable service
Consumers want to be able to have access to
affordable mobile services in order to communicate and to access information.
It is only reasonable that they then expect those services to be consistent and
of a high quality without drop outs in service.
2.
Provide consumers with fair
contracts explained in clear, complete and accessible language
Consumers often feel cheated by their
mobile provider, either because of unfair contract terms and conditions or
because they didn’t understand what they had signed. Telecom providers should
always provide consumers with fair contracts with all relevant information
explained clearly so that consumers can exercise their right to make informed
choices.
3.
Provide consumers with fair and
transparent billing
Consumers shouldn’t be billed for services
they didn’t request. We demand fairness and transparency in our bills, and
protection from billing fraud.
4.
Provide consumers with security
and power over their own information
Telecoms providers and regulators alike
must protect the personal data that consumers give up in order to use mobile
services. Whilst giving consent to use personal data can enhance the experience
of using a mobile phone, it can also compromise the consumer’s right to safety.
Consumers must be able to set the terms of how this data is used.
5.
Listen and respond to consumer
complaints
Telecom providers should have effective
complaints systems and if consumers are not satisfied there should be redress
mechanisms to ensure a fair outcome. We must be able to penalise providers for
abusive and unjust business practices.
Conclusion – Namibia’s Consumer Programme
For 2014 the Namibia Consumer Protection
Group (NCPG) will be meeting with the Communications Regulatory Authority of
Namibia (CRAN), Telecom Namibia and MTC to discuss the Consumer Rights Charter
and how the present laws and regulations might not be meeting the needs of the
Namibian consumer. Issues to be addressed include
a.
the lack of progress on number
portability (keeping your own number no matter who the service supplier is);
b.
data services not up to
advertised standards; and
c.
complaint procedure (redress
for service gaps).
Any consumer which wants to have more
information about these and other consumer issues can contact email address:
miltonlouw@gmail.com
