[kictanet] what really merits discussion on KICTANET

Thu Mar 10 12:16:45 EAT 2011

Listers,

Is anyone aware of a government agency whose sole mandate is to handle complaints/reporting on business practices by  both private and public institutions? An equivalent of the US- “Better Business Bureau”? I am only aware of a paid membership organization called “Consumers Federation of Kenya”.

Best Regards,

Edwin 

From: kictanet-bounces+eonchari=lynxbits.com at lists.kictanet.or.ke [mailto:kictanet-bounces+eonchari=lynxbits.com at lists.kictanet.or.ke] On Behalf Of robert yawe
Sent: Thursday, March 10, 2011 8:04 AM
To: Edwin
Cc: KICTAnet ICT Policy Discussions
Subject: Re: [kictanet] what really merits discussion on KICTANET

Hi,

That link was very informative seems there are many other forums out there any chance that you have other links that might be relevant to listers?

Regards

Robert Yawe
KAY System Technologies Ltd
Phoenix House, 6th Floor
P O Box 55806 Nairobi, 00200
Kenya

Tel: +254722511225, +254202010696

  _____  

From: Harry Hare <harry at africanedevelopment.org>
To: robertyawe at yahoo.co.uk
Cc: KICTAnet ICT Policy Discussions <kictanet at lists.kictanet.or.ke>
Sent: Tue, 8 March, 2011 9:23:02
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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