<html><head></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space; color: rgb(0, 0, 0); font-size: 14px; font-family: Calibri, sans-serif; "><div><div><div>Hello All,</div><div><br></div><div>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 <a href="http://gotissuez.com">http://gotissuez.com</a>/ 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. </div><div><br></div><div>Kindest regards</div><div>Harry (not Delano)</div><div><br></div><div><font class="Apple-style-span" face="Calibri" size="4"><span class="Apple-style-span" style="font-size: 15px;"><b><br></b></span></font></div><div><span class="Apple-style-span" style="font-family: Calibri; font-size: 15px; "><span style="font-weight:bold">From: </span> Harry Delano <<a href="mailto:harry@comtelsys.co.ke">harry@comtelsys.co.ke</a>></span></div></div></div><span id="OLK_SRC_BODY_SECTION"><div style="font-family:Calibri; font-size:11pt; text-align:left; color:black; BORDER-BOTTOM: medium none; BORDER-LEFT: medium none; PADDING-BOTTOM: 0in; PADDING-LEFT: 0in; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; BORDER-RIGHT: medium none; PADDING-TOP: 3pt"><span style="font-weight:bold">Organization: </span> Comtel Systems Ltd<br><span style="font-weight:bold">Reply-To: </span> <<a href="mailto:harry@comtelsys.co.ke">harry@comtelsys.co.ke</a>><br><span style="font-weight:bold">Date: </span> Mon, 7 Mar 2011 23:24:24 +0300<br><span style="font-weight:bold">To: </span> Harry Hare <<a href="mailto:harry@africanedevelopment.org">harry@africanedevelopment.org</a>><br><span style="font-weight:bold">Cc: </span> KICTAnet ICT Policy Discussions <<a href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a>><br><span style="font-weight:bold">Subject: </span> Re: [kictanet] what really merits discussion on KICTANET<br></div><div><br></div><div><div bgcolor="#ffffff" text="#000000"><div dir="ltr" align="left"><font color="#0000ff" size="2" face="Arial"></font> </div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">Alice Best,</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial"></font></span> </div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">IMCO it would be abit of a tough call to delink the
list from these relevant/pertinent queries raised from time</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">to time, since </font></span><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">they would still
be geared towards a policy/regulatory framework that govern quality of
service </font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">and value.</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial"></font></span> </div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">On the contrary to a picture emerging where one service provider seems to be under siege, the more the</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">they engage constructively, the more they transform this user
feedback into service improvement which</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">works out for their benefit in the long run, compared to the
rest. This forum </font></span><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">provides a rich platform for
</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">interaction, and I would attest that it has gone a long
way to influence the </font></span><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">kind of advancements we are </font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">seeing in the industry. A lot of lobbying, particularly from
this list for </font></span><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">example has resulted in affordable </font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">and quality service. </font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial"></font></span><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial"></font></span> </div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">Perhaps, instead of gagging such kind of discussions what we
may need to see in place is how we can </font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">channel </font></span><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">them in a balanced approach on the
list.</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial"></font></span> </div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">Regards,</font></span></div><div dir="ltr" align="left"><span class="265204819-07032011"><font color="#0000ff" size="2" face="Arial">Harry</font></span></div><br><div dir="ltr" lang="en-us" class="OutlookMessageHeader" align="left"><hr tabindex="-1"><font size="2" face="Tahoma"><b>From:</b>
<a href="mailto:kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke">kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke</a>
[<a href="mailto:kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke">mailto:kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke</a>] <b>On
Behalf Of </b>Alice Munyua<br><b>Sent:</b> Monday, March 07, 2011 9:30
PM<br><b>To:</b> <a href="mailto:harry@comtelsys.co.ke">harry@comtelsys.co.ke</a><br><b>Cc:</b> KICTAnet ICT Policy
Discussions<br><b>Subject:</b> Re: [kictanet] what really merits discussion on
KICTANET<br></font><br></div><div></div>Dear all<br><br>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. <br><br>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. <br><br>On the other
hand, operators may wish to set up a similar list for customer
interactions?<br><br>Thanks and best<br><br>Alice<br><br><blockquote cite="mid:AANLkTi=BQADukO71Aq_rxOKX9xYWzKO8aGD1z4JTYLfs@mail.gmail.com" type="cite">
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. <br><br>
<div>On 7 March 2011 11:41, Francis Hook <span><<a href="mailto:francis.hook@gmail.com" moz-do-not-send="true">francis.hook@gmail.com</a>></span> wrote:<br>
<blockquote>Hi All,
<div>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.</div>
<div><br></div>
<div>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. </div>
<div><br></div>
<div>Can the moderators please stand up and offer clarity on what really
merits discussion?<br><br>-- <br>Francis Hook<br>+254 733
504561<br><br><br></div><br>_______________________________________________<br>kictanet
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