what really merits discussion on KICTANET
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? -- Francis Hook +254 733 504561
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?
-- Francis Hook +254 733 504561
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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 <mailto: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?
-- Francis Hook +254 733 504561
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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? -- Francis Hook +254 733 504561 _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati o-magazine.com -- <http://ke.linkedin.com/in/andreabohnstedt> Andrea Bohnstedt Publisher +254 720 960 322 www.ratio-magazine.com <http://www.ratio-magazine.com/careers/index.php> Find/post East Africa careers Find/post conferences, workshops, trainings, other <http://www.ratio-magazine.com/businessevents/index.php> business events _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: alice@apc.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org
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?
-- Francis Hook +254 733 504561
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
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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<mailto:harry@comtelsys.co.ke>> Organization: Comtel Systems Ltd Reply-To: <harry@comtelsys.co.ke<mailto:harry@comtelsys.co.ke>> Date: Mon, 7 Mar 2011 23:24:24 +0300 To: Harry Hare <harry@africanedevelopment.org<mailto:harry@africanedevelopment.org>> Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke<mailto: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> [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<mailto: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<mailto: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? -- Francis Hook +254 733 504561 _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke<mailto:kictanet@lists.kictanet.or.ke> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: andrea.bohnstedt@ratio-magazine.com<mailto:andrea.bohnstedt@ratio-magazine.com> Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati... -- Andrea Bohnstedt<http://ke.linkedin.com/in/andreabohnstedt> Publisher +254 720 960 322 www.ratio-magazine.com<http://www.ratio-magazine.com> Find/post East Africa careers<http://www.ratio-magazine.com/careers/index.php> Find/post conferences, workshops, trainings, other business events<http://www.ratio-magazine.com/businessevents/index.php> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke<mailto:kictanet@lists.kictanet.or.ke>http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: alice@apc.org<mailto:alice@apc.org> Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke<mailto:kictanet@lists.kictanet.or.ke> http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: harry@africanedevelopment.org<mailto:harry@africanedevelopment.org> Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedevelop...
Edith, I seem to recall discussions around a 'consumer watchdog' for the IT service industry on this list not so long ago. Thought someone on the list had set something up? Victor ________________________________ From: kictanet-bounces+v-gathara=dfid.gov.uk@lists.kictanet.or.ke [mailto:kictanet-bounces+v-gathara=dfid.gov.uk@lists.kictanet.or.ke] On Behalf Of Edith Adera Sent: 08 March 2011 17:56 To: Victor Gathara Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] what really merits discussion on KICTANET 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? -- Francis Hook +254 733 504561 _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40 ratio-magazine.com -- Andrea Bohnstedt <http://ke.linkedin.com/in/andreabohnstedt> Publisher +254 720 960 322 www.ratio-magazine.com Find/post East Africa careers <http://www.ratio-magazine.com/careers/index.php> Find/post conferences, workshops, trainings, other business events <http://www.ratio-magazine.com/businessevents/index.php> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.kehttp://lists.kictanet.or.ke/mailman/listinf o/kictanet This message was sent to: alice@apc.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: harry@africanedevelopment.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedev elopment.org UK aid: Changing lives, delivering results. Find out more at: www.dfid.gov.uk/aidreviews
While researching how I can make a complaint against UPS/SDV Transami (who, even after 19 days cannot deliver a simple shipment), I came across these links - but its academic whether they act on these.... Their role in consumer protection - http://www.cck.go.ke/consumers/consumer_protection/role.html The online form to make complaints - http://www.cck.go.ke/consumers/complaints.html The hard copy form to complaints - http://www.cck.go.ke/consumers/downloads/Complaints_Form.pdf <http://www.cck.go.ke/consumers/consumer_protection/role.html> On 8 March 2011 17:56, Edith Adera <eadera@idrc.or.ke> wrote:
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<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?
-- Francis Hook +254 733 504561
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www.ratio-magazine.com Find/post East Africa careers<http://www.ratio-magazine.com/careers/index.php> Find/post conferences, workshops, trainings, other business events<http://www.ratio-magazine.com/businessevents/index.php>
_______________________________________________
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-- Francis Hook +254 733 504561
Hi, That link was very informative seems there are many other forums out there any chance that you have other links that might be relevant to listers? Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696 ________________________________ From: Harry Hare <harry@africanedevelopment.org> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Tue, 8 March, 2011 9:23:02 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?
-- Francis Hook +254 733 504561
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati...
-- Andrea Bohnstedt Publisher +254 720 960 322
www.ratio-magazine.com Find/post East Africa careers Find/post conferences, workshops, trainings, other business events
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.kehttp://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: alice@apc.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: harry@africanedevelopment.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedevelop...
Listers, Is anyone aware of a government agency whose sole mandate is to handle complaints/reporting on business practices by both private and public institutions? An equivalent of the US- “Better Business Bureau”? I am only aware of a paid membership organization called “Consumers Federation of Kenya”. Best Regards, Edwin From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of robert yawe Sent: Thursday, March 10, 2011 8:04 AM To: Edwin Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] what really merits discussion on KICTANET Hi, That link was very informative seems there are many other forums out there any chance that you have other links that might be relevant to listers? Regards Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya Tel: +254722511225, +254202010696 _____ From: Harry Hare <harry@africanedevelopment.org> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Tue, 8 March, 2011 9:23:02 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? -- Francis Hook +254 733 504561 _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati... -- Andrea Bohnstedt <http://ke.linkedin.com/in/andreabohnstedt> Publisher +254 720 960 322 www.ratio-magazine.com Find/post East Africa careers <http://www.ratio-magazine.com/careers/index.php> Find/post conferences, workshops, trainings, other business events <http://www.ratio-magazine.com/businessevents/index.php> _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.kehttp://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: alice@apc.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org _______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: harry@africanedevelopment.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedevelop...
Edwin. The weak Public Complaints Committee exists for public institutions. Article 46 of the Bill of Rights (Constitution) provides for consumer rights. In 4yrs, law should exist to provide for consumer protection and honest advertising. regards, Wamuyu Quoting Edwin Onchari <eonchari@lynxbits.com>:
Listers,
Is anyone aware of a government agency whose sole mandate is to handle complaints/reporting on business practices by both private and public institutions? An equivalent of the US- ?Better Business Bureau?? I am only aware of a paid membership organization called ?Consumers Federation of Kenya?.
Best Regards,
Edwin
From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of robert yawe Sent: Thursday, March 10, 2011 8:04 AM To: Edwin Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] what really merits discussion on KICTANET
Hi,
That link was very informative seems there are many other forums out there any chance that you have other links that might be relevant to listers?
Regards
Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
_____
From: Harry Hare <harry@africanedevelopment.org> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Tue, 8 March, 2011 9:23:02 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?
-- Francis Hook +254 733 504561
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati...
-- Andrea Bohnstedt <http://ke.linkedin.com/in/andreabohnstedt> Publisher +254 720 960 322
www.ratio-magazine.com Find/post East Africa careers <http://www.ratio-magazine.com/careers/index.php> Find/post conferences, workshops, trainings, other business events <http://www.ratio-magazine.com/businessevents/index.php>
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.kehttp://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: alice@apc.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet This message was sent to: harry@africanedevelopment.org Unsubscribe or change your options at http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedevelop...
Wamuyu, Thanks for the information. It looks like the committee's mandate for the public institutions is very comprehensive and should provide an avenue to report public agencies that as being managed as extensions of private entities. It needs to be strengthened and have web presence(not everyone is able to physically make visits to their offices to lodge complaints). It is should also be mandated to handle complaints on all Kenyan Registered organizations with mechanisms for such complaints well spelt out. Best Regards, Edwin -----Original Message----- From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of Wamuyu Gatheru Sent: Thursday, March 10, 2011 12:51 PM To: Edwin Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] what really merits discussion on KICTANET Edwin. The weak Public Complaints Committee exists for public institutions. Article 46 of the Bill of Rights (Constitution) provides for consumer rights. In 4yrs, law should exist to provide for consumer protection and honest advertising. regards, Wamuyu Quoting Edwin Onchari <eonchari@lynxbits.com>:
Listers,
Is anyone aware of a government agency whose sole mandate is to handle complaints/reporting on business practices by both private and public institutions? An equivalent of the US- ?Better Business Bureau?? I am only aware of a paid membership organization called ?Consumers Federation of Kenya?.
Best Regards,
Edwin
From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of robert yawe Sent: Thursday, March 10, 2011 8:04 AM To: Edwin Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] what really merits discussion on KICTANET
Hi,
That link was very informative seems there are many other forums out there any chance that you have other links that might be relevant to listers?
Regards
Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
_____
From: Harry Hare <harry@africanedevelopment.org> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Tue, 8 March, 2011 9:23:02 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?
-- Francis Hook +254 733 504561
_______________________________________________ kictanet mailing list kictanet@lists.kictanet.or.ke http://lists.kictanet.or.ke/mailman/listinfo/kictanet
This message was sent to: andrea.bohnstedt@ratio-magazine.com Unsubscribe or change your options at
http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40rati o-magazine.com
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And once again, the thread digresses :) Do we have definitive guidance on the original question? Kind regards, *Muchiri* Nyaggah Director @muchiri +254 722 506400 Semacraft.com On Thu, Mar 10, 2011 at 1:12 PM, Edwin Onchari <eonchari@lynxbits.com>wrote:
Wamuyu,
Thanks for the information. It looks like the committee's mandate for the public institutions is very comprehensive and should provide an avenue to report public agencies that as being managed as extensions of private entities. It needs to be strengthened and have web presence(not everyone is able to physically make visits to their offices to lodge complaints).
It is should also be mandated to handle complaints on all Kenyan Registered organizations with mechanisms for such complaints well spelt out.
Best Regards,
Edwin
-----Original Message----- From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of Wamuyu Gatheru Sent: Thursday, March 10, 2011 12:51 PM To: Edwin Cc: 'KICTAnet ICT Policy Discussions' Subject: Re: [kictanet] what really merits discussion on KICTANET
Edwin. The weak Public Complaints Committee exists for public institutions. Article 46 of the Bill of Rights (Constitution) provides for consumer rights. In 4yrs, law should exist to provide for consumer protection and honest advertising.
regards, Wamuyu
Quoting Edwin Onchari <eonchari@lynxbits.com>:
Listers,
Is anyone aware of a government agency whose sole mandate is to handle complaints/reporting on business practices by both private and public institutions? An equivalent of the US- ?Better Business Bureau?? I am only aware of a paid membership organization called ?Consumers Federation of Kenya?.
Best Regards,
Edwin
From: kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com@lists.kictanet.or.ke] On Behalf Of robert yawe Sent: Thursday, March 10, 2011 8:04 AM To: Edwin Cc: KICTAnet ICT Policy Discussions Subject: Re: [kictanet] what really merits discussion on KICTANET
Hi,
That link was very informative seems there are many other forums out there any chance that you have other links that might be relevant to listers?
Regards
Robert Yawe KAY System Technologies Ltd Phoenix House, 6th Floor P O Box 55806 Nairobi, 00200 Kenya
Tel: +254722511225, +254202010696
_____
From: Harry Hare <harry@africanedevelopment.org> To: robertyawe@yahoo.co.uk Cc: KICTAnet ICT Policy Discussions <kictanet@lists.kictanet.or.ke> Sent: Tue, 8 March, 2011 9:23:02 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?
-- Francis Hook +254 733 504561
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participants (11)
-
Alice Munyua -
Andrea Bohnstedt -
Edith Adera -
Edwin Onchari -
Francis Hook -
Harry Delano -
Harry Hare -
Muchiri Nyaggah -
robert yawe -
Victor Gathara -
Wamuyu Gatheru