Dear Victor, I had a problem with one of my Airtel's numbers and had a problem in etting it sorted. The CC representatives were not any helpful, until I got in touch with one very helpful gentleman who solved my problem in less than 24hours. Interestingly, three staff at Airtel had to call me just to confirm if the matter had been solved. I got the email from another discussion group. If interested, let me know if I should give you the email address. Cheers. On 18/04/2011, Victor Bwire <victor@article19.org> wrote:

I read about how Airtel responds to customer issues and thought someone from the company gave an answer-which I seem not to remember

I had a very simple request to Airtel- changing from number from a post paid to prepaid and since November, 2010 today, whenever I call or visit them, they ask me to write to the below email- which as you can see has some automated responses- the nothing happens- but they continue charging me for the post paid rates, though I stopped using the number last year. Could anybody advice me what to do

Regards Victor

________________________________ From: customercare@ke.airtel.com [customercare@ke.airtel.com] Sent: 13 April 2011 07:38 To: Victor Bwire Subject: Your Query to Airtel Kenya Customer Care Division

Dear Customer We are pleased to inform you that your query has been logged for resolution and you will be contacted in less than 24 hours.

In the event that you have not been contacted after 24 hours please call the Customer Service Operations Team Leader on 0733560000. Yours sincerely

Airtel Kenya Customer Services Parkside Towers, Mombasa Rd P.O Box 42964 00100 Nairobi Tel 0733100710/700/720; Fax (020) 6911104

Visit our website at: http://africa.airtel.com/kenya/ ________________________________ From: kictanet-bounces+victor=article19.org@lists.kictanet.or.ke [kictanet-bounces+victor=article19.org@lists.kictanet.or.ke] on behalf of Alice Munyua [alice@apc.org] Sent: 18 April 2011 09:26 To: Victor Bwire Cc: KICTAnet ICT Policy Discussions Subject: [kictanet] new gTLDs: New Applicant Guidebook Discussion Draft published

GAC Scorecard Response and New Applicant Guidebook Discussion Draft

Following the direction set by ICANN Board to advance the new gTLD Program towards launch, ICANN posted the New gTLD Applicant Guidebook – April 2011 Discussion Draft<http://www.icann.org/en/topics/new-gtlds/comments-6-en.htm> and ICANN's reply to the GAC Comments<http://www.icann.org/en/topics/new-gtlds/board-notes-gac-scorecard-clean-15apr11-en.pdf>[PDF, 275 KB] (regarding the GAC's Scorecard of new gTLD issues<http://www.icann.org/en/topics/new-gtlds/gac-scorecard-23feb11-en.pdf> [PDF, 332 KB]). In addition, six Explanatory Memoranda<http://www.icann.org/en/topics/new-gtlds/comments-6-en.htm> related to the GAC-Board discussion points were published to explain rationale for several current positions.

These publications meet the current Board timeline for new gTLDs set during the recent ICANN Silicon Valley meeting but more importantly, they describe many substantive changes in the Guidebook intended to address GAC concerns with the new gTLD Program. This recent set of substantive consultations between ICANN's Governmental Advisory Committee and the ICANN Board of Directors lays the groundwork for improving the effectiveness of governments' role in future ICANN policy discussions.

The Board's draft timeline<http://www.icann.org/en/minutes/draft-timeline-new-gtlds-18mar11-en.pdf> [PDF, 117 KB] shows the key milestones to be met on that path. Keeping with the draft timeline, ICANN plans to post a final version of the Guidebook by 30 May 2011, in time for consideration of the New gTLD implementation program at an extraordinary meeting of the ICANN Board to be held on Monday, 20 June 2011, at the ICANN meetings inSingapore<http://singapore41.icann.org/>.

The comment period will remain open until 15 May 2011.

GAC Comments on the Board Response to the GAC Scorecard following San Francisco meeting<http://gac.icann.org/system/files/20110412_GAC_comments_on_the_Board_response_to_the_GAC_scorecard_0.pdf>

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