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<div dir="ltr"><font color="#000000">Muchiri,</font></div>
<div dir="ltr"> </div>
<div dir="ltr">You're "spot on" w.r.t. your analysis.</div>
<div dir="ltr"> </div>
<div dir="ltr">However, service provision MUST be consumer-centric (non of the providers would have any business without the consumers). We have relegated consumer issues to the back burner for far too long...hence the unfortunate incidences that go unreported.
</div>
<div dir="ltr"> </div>
<div dir="ltr">So, yes, indeed CCK has a role to play in protecting the consumer. Infact, one of their core objectives/responsibilities are quote "Protecting consumer rights within the communications environment" - It further states that " "The Commission protects
consumers in three ways. The first is through the issuance of licenses that have conditions, which address various aspects of service provision by the licensees. Secondly, the Commission has introduced competition in various market segments in line with the
government sector policy. The third way in which the Commission protects consumers is by taking up certain complaints raised by consumers with the licensees with a view to helping both parties reach an amicable solution to the problem raised."</div>
<div dir="ltr"> </div>
<div dir="ltr">Further, consumers have certain rights and obligations. Someof the rights listed include:-</div>
<div dir="ltr"> </div>
<p dir="ltr">• The Right to receive information assistance to assist in use of the services.</p>
<p dir="ltr">* The Right to fair treatment without undue discrimination from another consumer</p>
<div dir="ltr"> </div>
<div dir="ltr">We need to bring these regulations to life and take some of these issues very seriously.</div>
<div dir="ltr"> </div>
<div dir="ltr">I must correct that Ms Bernice is NOT a customer service staff, so this is not a trivial matter. It's engrained in the institution it would appear. And must change especially as a dominant player.</div>
<div dir="ltr"> </div>
<div dir="ltr">Edith</div>
<div dir="ltr"> </div>
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<font face="Tahoma" size="2"><b>From:</b> Muchiri Nyaggah [muchiri@semacraft.com]<br>
<b>Sent:</b> 23 August 2010 22:49<br>
<b>To:</b> Edith Adera<br>
<b>Cc:</b> 'KICTAnet ICT Policy Discussions'<br>
<b>Subject:</b> RE: [kictanet] Safaricom Attitude - Consumer Issues<br>
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<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Hi Edith,</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font> </p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">What a sad and unfortunate experience. Mr Joseph has a rare opportunity. The opportunity to leave a legacy of great customer service and positive brand sentiment
in the face of aggressive competition. What Ms Bernice displayed today is an organizational culture (positive in itself) where the staff own the brand to the extent of taking competition personally. That in itself is hard to do. Even harder to do is maintain
civility and great service when the public you are dealing with are obviously inclined to the competition. CCK may not have the power to force telcos to be civil so Safaricom doesn’t have to be nice to consumers.</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font> </p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Such a culture is obviously counter-productive. A sincere apology would be good business sense but a more sustainable approach would be an internal education
campaign to re-align the organisation to its primary objectives so that their staff respond to customers not to the competition.</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font> </p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font> </p>
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<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Kind regards,</span></font></p>
<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"></span></font><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font> </p>
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<p class="MsoNormal"><strong><b><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Muchiri</span></font></b></strong><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"> Nyaggah</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Director</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">@muchiri</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">+254 722 506400</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial">Semacraft.com</span></font></p>
<p class="MsoNormal"><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font> </p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"><img id="_x0000_i1026" height="20" src="cid:image001.jpg@01CB4315.55476E70" width="113"></span></font><font face="Arial" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: Arial"></span></font></p>
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<p class="MsoNormal"><b><font face="Tahoma" size="2"><span lang="EN-US" style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-FAMILY: Tahoma">From:</span></font></b><font face="Tahoma" size="2"><span lang="EN-US" style="FONT-SIZE: 10pt; FONT-FAMILY: Tahoma"> kictanet-bounces+muchiri=semacraft.com@lists.kictanet.or.ke
[mailto:kictanet-bounces+muchiri=semacraft.com@lists.kictanet.or.ke] <b><span style="FONT-WEIGHT: bold">On Behalf Of
</span></b>Edith Adera<br>
<b><span style="FONT-WEIGHT: bold">Sent:</span></b> 23 August 2010 22:28<br>
<b><span style="FONT-WEIGHT: bold">To:</span></b> muchiri@semacraft.com<br>
<b><span style="FONT-WEIGHT: bold">Cc:</span></b> KICTAnet ICT Policy Discussions<br>
<b><span style="FONT-WEIGHT: bold">Subject:</span></b> [kictanet] Safaricom Attitude - Consumer Issues<br>
<b><span style="FONT-WEIGHT: bold">Importance:</span></b> High</span></font><span lang="EN-US"></span></p>
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<p class="MsoNormal"><font face="Times New Roman" size="3"><span style="FONT-SIZE: 12pt"></span></font> </p>
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<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">There's need for consumer issues to be taken VERY seriously in the Kenyan Telecommunication market. I believe CCK
is listening and this should not be allowed to happen to any Kenyan consumer. </span>
</font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black"></span></font> </p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">As a non-user of money transfer services (I'm a proxy user), I decided to try the Mpesa service today as I did not
have a 3rd party proxy to undertake the transaction on my behalf as I usually do. The last I tried to register for the service, I was informed that I had an old generation SIM card and needed to replace it yet the agent did not have the replacement SIMs. I
was directed to follow a convoluted process of getting the replacement SIM, which I did not have the time for at that point.</span></font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black"></span></font> </p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">Today, I was rudely informed that as a non registered user I cannot send money by Mpesa (Prestige service provider)
- never mind that I have a very active Safaricom line. This puzzled me as in the banking sector, you can always bank money into any account at a bank in which you're not a "member".
</span></font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black"></span></font> </p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">So in search for an answer to this issue, I decided to call a Safaricom Officer (Ms Bernice - department that issues Short Codes) to
get some assistance. I called her on my Zain line. As soon as she picked the call, she was very cold and retorted "for starters, you have called me from the wrong network - meaning from Zain - and secondly, you cannot send money if you are not a registered
user".</span></font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black"></span></font> </p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">My issue as a consumer is - why should I be rebuked for using my Zain line to call Safaricom? Is it a Safaricom
policy that no one should call them using a Zain line or lines from other network providers? what does the CCK regulations say about such issues? My little telecommunication background tells me that the "consumer is king" and that a consumer must exercise
their "right of choice" in a competitive market. why should I be dictated to what network I MUST USE or NOT use to make calls? Is this a reflection of the interconnection issues that are currently hitting media headlines?</span></font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black"></span></font> </p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">I have taken this issue very seriously and demand an apology and response from Safaricom. I believe CCK will take
appropriate action to ensure that this is not the<i><span style="FONT-STYLE: italic"> modus operandi</span></i> in the Kenyan telecommunication market.</span></font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black"></span></font> </p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">Edith</span></font></p>
<p class="MsoNormal" style="TEXT-ALIGN: justify"><font face="Times New Roman" color="black" size="3"><span style="FONT-SIZE: 12pt; COLOR: black">Kenyan Consumer </span></font><b><span><font face="Arial" color="#1f497d" size="2"><span style="FONT-WEIGHT: bold; FONT-SIZE: 10pt; COLOR: #1f497d; FONT-FAMILY: Arial">
</span></font></b><font face="Arial" color="black" size="2"><span style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: Arial"></span></span></font></p>
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<p><font face="Arial" size="2">No virus found in this incoming message.<br>
Checked by AVG - www.avg.com<br>
Version: 9.0.851 / Virus Database: 271.1.1/3087 - Release Date: 08/22/10 21:35:00<br>
</font></p>
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