[kictanet] Consumer Protection - Safaricom

[Edith Adera]

PS Ndemo and Michael Joseph,

It's good to learn that the MPESA case has been handled conclusively.

My take:

International best practice dictates that a transparent & accessible complaints resolution process must be put in place, information about it made publicly available and implemented in practice (it MUST be on our faces like "mimi ni member" advert, so every Kenyan knows where to go for redress). See attached a complaints resolution process effectively implemented in an African country...why can't we do this?

I agree that statistics on complaints and resolutions must be made public. These measures would help bring about efficiency in the market and address quality of service issues...let citizens be the watch dogs to reinforce other regulatory measures.

Consumers must exercise their rights to have a voice. We must allow consumers to be heard, we must provide channels for complaint & mechanisms for redress.

Edith

---------------
> In this era of real time cheque clearing, electronic payment and
broadband internet such a token attempt at customer service boggles the
mind.
>
> It is in everyone's best interests, including the CCK to completely
automate this procedure. This should be something done completely online
Users would then:
>
>    1. Browse to the complaint section
>    2. Enter their information (In my dream world one day all goverment
databases will be integrated so I can just provide my PIN)
>    3. Select from a list of providers (Currently I have to do extra work
to find out the provider's details)
>    4. Select from the type of complaints
>    5. Provide commentary and upload supporting documents
>    6. Be assigned a case number that they can use as a reference to
track status online
>    7. Be able to browse providers by complaints -- suitably anonymized,
perhaps just the complaint types and unsettled issues and make
informed decisions
>    8. Providers can even be granted logins to the portal or the data can
be sent to them via email or RSS for action
>    9. Be able to get some metrics (both from CCK as well as end user
perspectives) as to
>          1. How quickly providers close issues
>          2. Which providers are complained about the most
>          3. What are the most common complaints across providers
>          4. Which sector raises the most issues
>
>
>
>
> On Fri, Oct 9, 2009 at 11:46 AM, Solomon Mburu <solo.mburu at gmail.com>
wrote:
>
>     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
>
>
>
>
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