CRAN protecs consumers in the telecommunications sector

The Communications Regulatory Authority of Namibia (CRAN) is mandated to protect consumers in the telecommunications, broadcasting and postal sectors. Complaints are handled through the adjudication regulations, which provide guidelines for receiving and resolving consumer complaints.

Between 1 February 2022 and 31 January 2023, CRAN received a total of 23 complaints against telecommunication service licensees. The regulator licensed 66 telecommunications service licensees, up from 61 the previous year. This article examines and highlights the grievances raised by consumers and CRAN’s role in addressing and resolving these concerns.

Out of the 23 complaints received during the above-mentioned period, CRAN successfully resolved 16 complaints, leaving seven unresolved after no resolution could be found between the complainant and the licensee.

The total number of complaints resolved by CRAN decreased from 88% to 70% compared to the 2021/2022 period, while the number of unresolved complaints increased from 12% to 30%.

Among the service licensees, Telecom Namibia Limited received the highest number of complaints, with 12 complaints lodged against them. Eleven complaints were lodged against MTC, while complaints from other licensees were not delivered to CRAN.

Consumers referred the complaints below to CRAN in seeking solutions to various issues encountered.

Poor service complaints

The common consumer grievances related to billing discrepancies, service quality and service delivery,

With regards to 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.

Regarding 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.

Lastly, regarding 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 that 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 continuing 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.

*Ella Chapoto is the practitioner for consumer relations and advocacy at the Communications Regulatory Authority of Namibia.