[kictanet] what really merits discussion on KICTANET

Wed Mar 9 15:57:16 EAT 2011

While researching how I can make a complaint against UPS/SDV Transami (who,
even after 19 days cannot deliver a simple shipment), I came across these
links - but its academic whether they act on these....

Their role in consumer protection -
http://www.cck.go.ke/consumers/consumer_protection/role.html

The online form to make complaints -
http://www.cck.go.ke/consumers/complaints.html

The hard copy form to complaints -
http://www.cck.go.ke/consumers/downloads/Complaints_Form.pdf

<http://www.cck.go.ke/consumers/consumer_protection/role.html>

On 8 March 2011 17:56, Edith Adera <eadera at idrc.or.ke> wrote:

> 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<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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-- 
Francis Hook
+254 733 504561
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