[kictanet] Day 5 of 10 -eContent Requirement for the Regulator -Part II

Tue Oct 16 21:11:17 EAT 2007

Hi All,
New to the list, 

In terms of content I think the following would  be useful:

1. Type of complaints that have been received or type of issues you should
look out for (common problems) and what one needs to do.

 That way one is aware of the key areas were the operators may (I use the
word may loosely) be likely to fail on and are careful to monitor the calls.

I bought an internet line last week for home use and discovered this week
that the timing for the call begins before it even connects so as long as
there is a ringing tone I am charged!!.
Now if I report this problem I would expect that the regulator would at
least try and have a frequent complaint list that is listed on their
website.. This may keep the operators on their toes ?

2. Comparative costing rates both for calls and other added services

3. An online ;what to do' in terms of making a complaint and a feedback form
which hopefully will be replied within ample time?

Monica Kerretts-Makau

On 16/10/07 4:41 PM, "John Walubengo" <jwalu at yahoo.com> wrote:

> thanx Mahan for the international perspective, and Alice's
> examples on the Service charter at CCK. Quite timely.
> Also Becky's input on what Regulator's are doing in terms
> of reaching out to the 'excluded' communities. It ties in
> quite well with what Brian is asking:- is it enough to
> build useful and effective websites when more than half of
> the community cannot access it. But that's probably
> tomorrow's topic on the Challenges.
> 
> So with regard to eContent, what kind of stuff would we
> like to share (pull and put) on Regulator's websites?
> 
> walu.
>  
> --- "A.K. Mahan" <amahan at comunica.org> wrote:
> 
>> Dear all,
>> I am new to this list and have been lurking. In addition
>> to the Latin 
>> American and Caribbean study noted by Alice, the World
>> Dialogue on 
>> Regulation also conducted a similar survey of Africa in
>> 2003 - for which
>> the Kenyan regulatory website was observed to be a best
>> practice 
>> website.
>> http://www.regulateonline.org/content/view/213/65/
>> 
>> As mentioned by Alice, there is a Consumer Center on the
>> CCK website - 
>> which is an extremely useful feature.
>> In addition to what kind of information is made
>> available, we also need
>> to think about how it is organised and presented. At the
>> CCK site, the 
>> information on the Consumer Center page seems overly
>> formal.  The tone
>> and language of that section could be a bit more user
>> friendly with 
>> examples of complaints and the kind of documentation that
>> would be 
>> required. 
>> 
>>     For example, I bought a prepaid card last month that
>> was supposed to
>>     have 20 minutes of time on it. And after carefully
>> monitoring my
>>     time so that I have enough for two months, more than
>> 30 days after I
>>     bought the card I find out that I could only make 15
>> minutes of
>>     calls. What do I do? Your site tells me that I have
>> to exhaust all
>>     possibilities with the provider. Is that the person I
>> bought the
>>     card from? If I call the number on the card and they
>> take the
>>     complaint but say they can't help me, can I complain
>> to the regulator?
>> 
>>     Or, I have subscribed to a broadband (yeah!!)
>> service. But from noon
>>     until about 6pm it is really slow. I've called my
>> service provider,
>>     but they say everything is fine. Can I measure this?
>> How do I show
>>     it is too slow for what I am paying?
>> 
>> 
>> Some websites post the complaints that are being reviewed
>> by the 
>> regulator; other websites post yearly consumer complaint
>> indicators. 
>> Also, an online feature to submit questions could be
>> useful.
>> 
>> In a recent study of the Uruguayan regulator, we found
>> that attention to
>> consumer affairs was lacking on all levels (by the
>> regulators, consumers
>> and the private sector) simply because there is no
>> historical tradition
>> of a consumer movement in the country. One of the reports
>> 
>> recommendations was for the regulator to work with the
>> local consumer 
>> advocacy groups to strengthen them and make them a better
>> resource for 
>> consumers. Developing a strong relationship with the
>> consumer advocacy
>> groups would also serve to lessen the burden on
>> regulators in terms of
>> improving communication and disseminating information to
>> consumers via 
>> these groups.
>> 
>> Thanks for the great discussion thus far. Very useful.
>> 
>> - Amy Mahan
>> 
>> _______________________________________________
>> 
>> Amy Mahan, LIRNE.NET Coordinator
>> Montevideo, Uruguay
>> 
>> www.lirne.net
>> www.regulateonline.org
>> ________________________________________________
>> 
>> 
>>> The CCK recently unveiled the CCK service chatter that
>> sets public 
>>> expectations Re: dealing with the Commission and its
>> staff 
>>> interchangeably called the "The Customer Service
>> Charter " it outlines
>>> rights and responsibilities and the procedure to follow
>> if  CCK service 
>>> standards are not met. available at www.cck.go.ke
>>> 
>>> Then there is a consumer center on the website, which
>> includes some 
>>> useful links e.g how to make a complaint, what you need
>> to know about 
>>> telecoms services, but is this enough?
>>> I think the following  benchmarks
>>> (http://www.regulateonline.org/content/view/354/69/ )
>> for Latin American
>>> and Caribbean Regulatory Authority Websites are rather
>> useful
>>> 
>>> best
>>> alice
>>> 
>>> above comments are personal and do not reflect any
>> position of the organizations I am affiliated with
>>> 
>>> 
>>> 
>>> 
>>> 
>>> 
>>> ------------------------------
>>> 
>>> 
>>>   
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