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: chukuahatua@ca.go.ke, 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:chukuahatua@ca.go.ke

020-4455555, 0714-444555, 0737-445555, www.ca.go.ke