I wonder what CCK does about complaints? Isn’t it part of their mandate? Their website says that one of their key responsibilities is “Protecting consumer rights within the communications environment.” Isn’t there a consumer affairs unit within CCK? What are they doing?

Statistics on customer complaints (and extent of resolution) should be published per company within the public domain! And the complaint mechanism made publically available so consumers know what to do and where to go. These are part of regulatory best practice.

Edith

From: kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] On Behalf Of Harry Hare
Sent: Tuesday, March 08, 2011 9:23 AM
To: Edith Adera
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] what really merits discussion on KICTANET

Hello All,

I think some of the issues being raised are purely of customer service nature and can be effectively handled by the respective CS departments in the said organisations. Having said that, I found this site http://gotissuez.com/ where unresolved CS issues are being posted, interesting to note that according to the tag cloud on the site, "Safaricom" and "Internet" are ranked highest. May be the CS issues on the list can be re-directed to this site, just saying.

Kindest regards

Harry (not Delano)

From: Harry Delano <harry@comtelsys.co.ke>

Organization: Comtel Systems Ltd
Reply-To: <harry@comtelsys.co.ke>
Date: Mon, 7 Mar 2011 23:24:24 +0300
To: Harry Hare <harry@africanedevelopment.org>
Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke>
Subject: Re: [kictanet] what really merits discussion on KICTANET

Alice Best,

IMCO it would be abit of a tough call to delink the list from these relevant/pertinent queries raised from time

to time, since they would still be geared towards a policy/regulatory framework that govern quality of service

and value.

On the contrary to a picture emerging where one service provider seems to be under siege, the more the

they engage constructively, the more they transform this user feedback into service improvement which

works out for their benefit in the long run, compared to the rest. This forum provides a rich platform for

interaction, and I would attest that it has gone a long way to influence the kind of advancements we are

seeing in the industry. A lot of lobbying, particularly from this list for example has resulted in affordable

and quality service.

Perhaps, instead of gagging such kind of discussions what we may need to see in place is how we can

channel them in a balanced approach on the list.

Regards,

Harry

From: kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke [mailto:kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke] On Behalf Of Alice Munyua
Sent: Monday, March 07, 2011 9:30 PM
To: harry@comtelsys.co.ke
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] what really merits discussion on KICTANET

Dear all

Although consumer satisfaction are policy/regulatory related issues, let us please avoid turning this list into a service provider help-list. It is not fair to other listers and to the operators compelled to respond in this manner.

This list aims to provide a collaborative multi stakeholder forum/space for policy and regulatory discussions and engagement in support of the government's mission to enable all Kenyans to gain maximum benefit from opportunities offered by ICTs. So would be a much more beneficial exercise if we discussed these issues within the context of quality of service and consumer protection.

On the other hand, operators may wish to set up a similar list for customer interactions?

Thanks and best

Alice

Or, if anyone wants to use this forum to convey complaints to operators, could we possibly then introduce a subject line that clearly identifies the email as such? Then I can delete those.

On 7 March 2011 11:41, Francis Hook <francis.hook@gmail.com> wrote:

Hi All,

With all due respect to various subscribers of data/voice and other services who have genuine grievances against various operators and their services, I feel compelled to ask what the scope of discussions is on KICTANET? And could those discussions be within an actionable framework e.g. what does the comms act say abt poor QoS, what are the metrics for measuring network quality, etc.

Otherwise as it stands, its no more different than the "Watchman" column in the Daily Nation. And to a certain extent I suspect its being used as an online focus group - to test waters and gauge opinions. In other instances some subliminal (individual or corporate) marketing creeps in.

Can the moderators please stand up and offer clarity on what really merits discussion?

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