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<DIV dir=ltr align=left><SPAN class=996391606-09032011><FONT face=Arial
color=#0000ff size=2>Edith,</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=996391606-09032011><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=996391606-09032011><FONT face=Arial
color=#0000ff size=2>I seem to recall discussions around a 'consumer watchdog'
for the IT service industry on this list not so long ago. Thought someone on the
list had set something up?</FONT></SPAN></DIV>
<DIV dir=ltr align=left><SPAN class=996391606-09032011><FONT face=Arial
color=#0000ff size=2></FONT></SPAN> </DIV>
<DIV dir=ltr align=left><SPAN class=996391606-09032011><FONT face=Arial
color=#0000ff size=2>Victor</FONT></SPAN></DIV>
<DIV dir=ltr align=left>
<HR tabIndex=-1>
</DIV>
<DIV dir=ltr align=left><FONT face=Tahoma size=2><B>From:</B>
kictanet-bounces+v-gathara=dfid.gov.uk@lists.kictanet.or.ke
[mailto:kictanet-bounces+v-gathara=dfid.gov.uk@lists.kictanet.or.ke] <B>On
Behalf Of </B>Edith Adera<BR><B>Sent:</B> 08 March 2011 17:56<BR><B>To:</B>
Victor Gathara<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>
<DIV class=WordSection1>
<P class=MsoNormal><SPAN style="FONT-FAMILY: 'Garamond','serif'">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?<o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-FAMILY: 'Garamond','serif'"><o:p> </o:p></SPAN></P>
<P class=MsoNormal><SPAN style="FONT-FAMILY: 'Garamond','serif'">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. <o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-FAMILY: 'Garamond','serif'"><o:p> </o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-FAMILY: 'Garamond','serif'">Edith<o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 11pt; COLOR: #1f497d; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 11pt; COLOR: #1f497d; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P>
<DIV>
<DIV
style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; PADDING-LEFT: 0in; PADDING-BOTTOM: 0in; BORDER-LEFT: medium none; PADDING-TOP: 3pt; BORDER-BOTTOM: medium none">
<P class=MsoNormal><B><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: 'Tahoma','sans-serif'">From:</SPAN></B><SPAN
style="FONT-SIZE: 10pt; FONT-FAMILY: 'Tahoma','sans-serif'">
kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+eadera=idrc.or.ke@lists.kictanet.or.ke] <B>On Behalf Of
</B>Harry Hare<BR><B>Sent:</B> Tuesday, March 08, 2011 9:23 AM<BR><B>To:</B>
Edith Adera<BR><B>Cc:</B> KICTAnet ICT Policy Discussions<BR><B>Subject:</B> Re:
[kictanet] what really merits discussion on
KICTANET<o:p></o:p></SPAN></P></DIV></DIV>
<P class=MsoNormal><o:p> </o:p></P>
<DIV>
<DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Hello
All,<o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">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. <o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Kindest
regards<o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Harry
(not Delano)<o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN class=apple-style-span><B><SPAN
style="FONT-SIZE: 11.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">From:
</SPAN></B></SPAN><SPAN class=apple-style-span><SPAN
style="FONT-SIZE: 11.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Harry
Delano <<A
href="mailto:harry@comtelsys.co.ke">harry@comtelsys.co.ke</A>></SPAN></SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P></DIV></DIV></DIV>
<DIV
style="BORDER-RIGHT: medium none; PADDING-RIGHT: 0in; BORDER-TOP: #b5c4df 1pt solid; PADDING-LEFT: 0in; PADDING-BOTTOM: 0in; BORDER-LEFT: medium none; PADDING-TOP: 3pt; BORDER-BOTTOM: medium none">
<P class=MsoNormal><B><SPAN
style="FONT-SIZE: 11pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Organization:
</SPAN></B><SPAN
style="FONT-SIZE: 11pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Comtel
Systems Ltd<BR><B>Reply-To: </B><<A
href="mailto:harry@comtelsys.co.ke">harry@comtelsys.co.ke</A>><BR><B>Date:
</B>Mon, 7 Mar 2011 23:24:24 +0300<BR><B>To: </B>Harry Hare <<A
href="mailto:harry@africanedevelopment.org">harry@africanedevelopment.org</A>><BR><B>Cc:
</B>KICTAnet ICT Policy Discussions <<A
href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</A>><BR><B>Subject:
</B>Re: [kictanet] what really merits discussion on
KICTANET<o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"> <o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">Alice
Best,</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"> <o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">IMCO it
would be abit of a tough call to delink the list from these
relevant/pertinent queries raised from time</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">to time,
since they would still be geared towards a policy/regulatory framework that
govern quality of service </SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">and
value.</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"> <o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">On the
contrary to a picture emerging where one service provider seems to be under
siege, the more the</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">they
engage constructively, the more they transform this user feedback into service
improvement which</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">works
out for their benefit in the long run, compared to the rest. This forum provides
a rich platform for </SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">interaction,
and I would attest that it has gone a long way to influence the kind of
advancements we are </SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">seeing
in the industry. A lot of lobbying, particularly from this list for example has
resulted in affordable </SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">and
quality service. </SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"> <o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">Perhaps,
instead of gagging such kind of discussions what we may need to see in place
is how we can </SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">channel
them in a balanced approach on the list.</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"> <o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">Regards,</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10pt; COLOR: blue; FONT-FAMILY: 'Arial','sans-serif'">Harry</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P>
<DIV class=MsoNormal style="TEXT-ALIGN: center" align=center><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">
<HR align=center width="100%" SIZE=2>
</SPAN></DIV>
<P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><B><SPAN
style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: 'Tahoma','sans-serif'">From:</SPAN></B><SPAN
style="FONT-SIZE: 10pt; COLOR: black; FONT-FAMILY: 'Tahoma','sans-serif'"> <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</SPAN><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">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><BR><o:p></o:p></SPAN></P>
<P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">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. <o:p></o:p></SPAN></P>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">On
7 March 2011 11:41, Francis Hook <<A
href="mailto:francis.hook@gmail.com">francis.hook@gmail.com</A>>
wrote:<o:p></o:p></SPAN></P>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">Hi
All, <o:p></o:p></SPAN></P>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">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.<o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">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.
<o:p></o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><o:p> </o:p></SPAN></P></DIV>
<DIV>
<P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'">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><o:p></o:p></SPAN></P></DIV>
<P class=MsoNormal style="MARGIN-BOTTOM: 12pt"><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><BR>_______________________________________________<BR>kictanet
mailing list<BR><A
href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</A><BR><A
href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</A><BR><BR>This
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<P class=MsoNormal><SPAN
style="FONT-SIZE: 10.5pt; COLOR: black; FONT-FAMILY: 'Calibri','sans-serif'"><BR><BR><BR>--
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