[kictanet] Consumer Protection - Safaricom

[Stephen Mwangi]

Wamuyu et al

I've been reading this email trail and I too am surprised that we don't have
anyone from the government making any comments. From the CCK, Ministry of
Information, CBK nor or esteem lawyers.
Last time I checked there was a division in the CCK that was created for
consumer protect the interests of consumers of communications services in
Kenya will be better protected, following the creation of a Consumer Affairs
Division at CCK. The new division will be responsible for strengthening the
Commission's capacity to discharge its consumer protection roles. The
creation of the division has been necessitated by the increase in the number
of players in the communications sector, incidences of non-compliance to
licence conditions and violation of the rights of consumers. "
here is what there say on thier site
http://www.cck.go.ke/consumer_center/

"The Commission also comes to the aid of consumers by helping them resolve
long-standing complaints or disputes with their service providers. The
Commission does this on those instances where the consumers have made
several attempts to have them resolved, but have either received no response
or have not received a satisfactory response. The Commission is exploring
ways of assisting consumers that opt for litigation. You can get more
information, including the procedure for filing complaints, through the
useful links provided below."

Cheers
Steve
On Tue, Oct 6, 2009 at 10:40 PM, Sam Gatere <sam.gatere at gmail.com> wrote:

> Wamuyu,
>
> Very interesting Consumer issue you bring up. It brings to mind when Zain
> started off as KenCell they would charge you for topping up! remember the
> 40bob that you would have to part with when you load a Kes 300 voucher? That
> small problem was corrected by the market! It appears this "loan" facility
> as Nyaki puts it may be corrected by competition. Once another provider
> offers something similar at no Charge then you will see that Charge
> disappear! However I think a your question needs an answer that I would love
> to hear.... where does one really complain for this type of customer related
> issue....
>
>
> SammyG.
>
> On Sun, Oct 4, 2009 at 3:50 PM, Wamuyu Gatheru <wamuyulearn at yahoo.co.uk>wrote:
>
>> Dear Listers,
>>
>>
>>
>> Am a Consultant in Public Sector Governance who finds this list a most
>> informative one ...a good example of how to dialogue for policy making.
>>
>>
>>
>> I have a question. Where do I complain about Safaricom charging a Kshs 5
>> fee for their Kshs 50 credit advance service. Is this common in pricing? -
>> For a company to charge a fee on a payment  made to them?
>>
>>
>>
>> regards, Wamuyu
>>
>>
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>
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