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<div dir="ltr"><font face="Tahoma" color="#000000" size="2">Andrea,</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">You are missing the point!</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2">Edith</font></div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
<div dir="ltr"><font face="tahoma" size="2"></font> </div>
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<div><font face="Tahoma" size="2"><span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">
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<b style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 10pt; COLOR: #1f497d; LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; mso-themecolor: text2"><span style="mso-tab-count: 1">________________
</span></span></b><span style="COLOR: black">
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<o:p></o:p></span></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><font color="#000000"><b style="mso-bidi-font-weight: normal"><span style="FONT-SIZE: 10pt; COLOR: #1f497d; LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; mso-themecolor: text2"><font color="#000000">Edith
Ofwona Adera</font> </span></b><span style="COLOR: black"><o:p></o:p></span></font></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: 115%"><span style="FONT-SIZE: 10pt; COLOR: #1f497d; LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; mso-themecolor: text2"><font color="#000000">Senior Program Specialist
</font></span></p>
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Development Research Centre | Centre de recherches pour le d�veloppement international<o:p></o:p></font></span></p>
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and Southern Africa</font></span></p>
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+254202713160 | Fax/T�l�c: +254202711063 | Skype: edithadera</font></span></p>
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| </span><a href="http://www.idrc.ca/"><span lang="FR-CA" style="FONT-SIZE: 10pt; COLOR: #1f497d; LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; mso-themecolor: text2; mso-ansi-language: FR-CA">www.idrc.ca</span></a><span lang="FR-CA" style="FONT-SIZE: 10pt; COLOR: #1f497d; LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; mso-themecolor: text2; mso-ansi-language: FR-CA">
| </span><a href="http://www.crdi.ca/"><span lang="FR-CA" style="FONT-SIZE: 10pt; COLOR: #1f497d; LINE-HEIGHT: 115%; FONT-FAMILY: 'Arial','sans-serif'; mso-themecolor: text2; mso-ansi-language: FR-CA">www.crdi.ca</span></a></p>
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<font face="Tahoma" size="2"><b>From:</b> Andrea Bohnstedt [andrea.bohnstedt@ratio-magazine.com]<br>
<b>Sent:</b> 23 August 2010 22:43<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>
</font><br>
</div>
<div></div>
<div>Edith, <br>
<br>
Why do you find it so surprising that you can't send an M-PESA payment if you don't have an M-PESA account? Can you make Zap payments without having a Zap account?
<br>
<br>
In a bank, you can pay cash into someone's account without having a bank account, but you need to go to that person's bank, and you can't make a bank transfer either without having an account yourself.
<br>
<br>
Also, the need to register before you make any mobile money payments is, as far as I know, a banking sector requirement imposed by the Central Bank of Kenya (CBK), the Know Your Customer (KYC) rules to combat money laundering etc.<br>
<br>
That you need an M-PESA-enabled SIM card is an old story - that's been communicated since the beginning of the service, I think, even if it's of course it's regrettable that the agent you visited didn't have one.
<br>
<br>
Many regards,<br>
Andrea <br>
<br>
<br>
<div class="gmail_quote">On 23 August 2010 22:28, Edith Adera <span dir="ltr"><<a href="mailto:eadera@idrc.or.ke">eadera@idrc.or.ke</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="PADDING-LEFT: 1ex; MARGIN: 0pt 0pt 0pt 0.8ex; BORDER-LEFT: rgb(204,204,204) 1px solid">
<div>
<div dir="ltr"><font face="Tahoma" color="#000000" size="2">
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; COLOR: black; FONT-FAMILY: 'Times New Roman','serif'">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><span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">
</span></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'"></span> </p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">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></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'"></span> </p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">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></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'"></span> </p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">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></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'"></span> </p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">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></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'"></span> </p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">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> modus operandi</i> in
the Kenyan telecommunication market.</span></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'"></span> </p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">Edith</span></p>
<p class="MsoNormal" style="MARGIN: 0in 0in 0pt; LINE-HEIGHT: normal; TEXT-ALIGN: justify">
<span style="FONT-SIZE: 12pt; FONT-FAMILY: 'Times New Roman','serif'">Kenyan Consumer </span></p>
</font><font face="Tahoma" size="2"><span style="FONT-SIZE: 10pt"><b><span style="FONT-SIZE: 10pt; COLOR: rgb(31,73,125); LINE-HEIGHT: 115%"><span>
</span></span></b><span style="COLOR: black"></span></span></font></div>
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