[kictanet] what really merits discussion on KICTANET

Wed Mar 9 09:20:36 EAT 2011

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 at lists.kictanet.or.ke
[mailto:kictanet-bounces+v-gathara=dfid.gov.uk at 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 at lists.kictanet.or.ke
[mailto:kictanet-bounces+eadera=idrc.or.ke at 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 at comtelsys.co.ke>

Organization: Comtel Systems Ltd
Reply-To: <harry at comtelsys.co.ke>
Date: Mon, 7 Mar 2011 23:24:24 +0300
To: Harry Hare <harry at africanedevelopment.org>
Cc: KICTAnet ICT Policy Discussions <kictanet at 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 at lists.kictanet.or.ke
[mailto:kictanet-bounces+harry=comtelsys.co.ke at lists.kictanet.or.ke] On
Behalf Of Alice Munyua
Sent: Monday, March 07, 2011 9:30 PM
To: harry at 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 at 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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