[kictanet] Consumer Protection - Safaricom

Fri Oct 9 13:34:40 EAT 2009

Solomon,
Starting with the organization makes a logical sense.  This forum has had many successes including a recent case of electronic tampering with intent to steal and which has led to some arrest today.

We have also in the past taken action whenever customers complain.  Today I just called Mickael, CEO Telkom to respond to Judy.  We need to formalize such issues in the regulations.  

More important Kenyans must internalize ethics, to know what is right or wrong, bad or good.  This is a culture we must embrace because a number of complaints emenate from simple recklessness.  If any employee fails to take responsibility, we must escalate this.  You see irresponsibility all around us.  That is why employee theft is a major threat to our progress.  That is why we do not return our calls.

Regards

Ndemo.

Sent from my BlackBerry®

-----Original Message-----
From: Solomon Mburu <solo.mburu at gmail.com>
Date: Fri, 9 Oct 2009 11:46:53 
To: <bitange at jambo.co.ke>
Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke>
Subject: Re: [kictanet] Consumer Protection - Safaricom

I also have the same query regarding the complaints. As we wait for
the regulations to be passed and be part of the existing laws, where
will the suffering subscribers really take their complaints?
If CCK could offer a clear 'ad hoc' place where such complaints could
be sent and acted upon, it would be grateful as there is nothing right
when people complain and there is no place to take a complaint.

Maybe Dr. Ndemo can shed some light on this.

My little thoughts

On 09/10/2009, Marilyn Kamuru <mkamuru at emanageafrica.com> wrote:
> So where should all these consumers go if they are unsatisfied with the
> response from the company? And who will monitor systemic complaints which
> may be a harbinger of serious problems especially when these are regulated
> industries?
>
> -----Original Message-----
> From: kictanet-bounces+mkamuru=emanageafrica.com at lists.kictanet.or.ke
> [mailto:kictanet-bounces+mkamuru=emanageafrica.com at lists.kictanet.or.ke] On
> Behalf Of bitange at jambo.co.ke
> Sent: Friday, October 09, 2009 9:57 AM
> To: mkamuru at emanageafrica.com
> Cc: KICTAnet ICT Policy Discussions
> Subject: Re: [kictanet] Consumer Protection - Safaricom
>
> Thanks Alice,
> Note for example the contribution by Stanley.  It will enrich that we have
> already proposed.  We have a great chance to make better regulations in the
> ICT sector.  Indeed there is pt no pot need to perpetually complain even in
> cases where you have power to change things.
>
> Regards
>
> Ndemo.
> Sent from my BlackBerryR
>
> -----Original Message-----
> From: alice at apc.org
> Date: Thu, 8 Oct 2009 13:07:55
> To: <bitange at jambo.co.ke>
> Cc: KICTAnet ICT Policy Discussions<kictanet at lists.kictanet.or.ke>
> Subject: Re: [kictanet] Consumer Protection - Safaricom
>
> I agree with P.S Ndemo.
>
> We need to not only make reference to the  draft/proposed regulations but
> also in this case the specific consumer provisions.
>
> But while, the draft regulations have specific consumer provisions,
> technological developments and convergence provide some challenges that
> may not necessarily be fully addressed by the specific consumer provision,
> so would offer to suggest that we look at all of the regulations including
> e-transactions, etc. I also think we may need to think about additional
> laws and regulations that are focused on consumer protection matters
> generally and not only the in the ICT sector.
>
> Best
> alice
>
> p.s: views expressed are personal and not a reflection of any of the
> institutions/organisations I am affiliated with.
>
>> Mr. Mwangi,
>> The Government has published consumer regulations and sort comments from
>> consumers.  How comes that you are not making reference to those
>> regulations with respect to this case?  The Government can only deal with
>> broad policy reforms not case by case.  We need your comments on the way
>> forward.
>>
>>
>> Regards
>>
>> Ndemo.
>>
>>
>>
>>
>>
>>> 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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-- 
Solomon Mburu
P.O. Box 19343 - 00202 Nairobi
Cell: (+254-0) 735 431041

Man is a gregarious animal and enjoys agreement as cows will graze all
the same way to the side of a hill!

AND

It is better to die in dignity than in the ignomity of ambiguous generosity!

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