While researching how I can make a complaint against UPS/SDV Transami (who, even after 19 days cannot deliver a simple shipment), I came across these links - but its academic whether they act on these....<div><br></div><div>
Their role in consumer protection - <a href="http://www.cck.go.ke/consumers/consumer_protection/role.html">http://www.cck.go.ke/consumers/consumer_protection/role.html</a></div><div> </div><div>The online form to make complaints - <a href="http://www.cck.go.ke/consumers/complaints.html">http://www.cck.go.ke/consumers/complaints.html</a></div>
<div><br></div><div>The hard copy form to complaints - <a href="http://www.cck.go.ke/consumers/downloads/Complaints_Form.pdf">http://www.cck.go.ke/consumers/downloads/Complaints_Form.pdf</a></div><div><br></div><div><br></div>
<div><a href="http://www.cck.go.ke/consumers/consumer_protection/role.html"></a><br><br><div class="gmail_quote">On 8 March 2011 17:56, 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="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;"><div lang="EN-US" link="blue" vlink="purple"><div><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?</span></p>
<p class="MsoNormal"><span style="font-family:"Garamond","serif""> </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. </span></p>
<p class="MsoNormal"><span style="font-family:"Garamond","serif""> </span></p><p class="MsoNormal"><span style="font-family:"Garamond","serif"">Edith</span></p><p class="MsoNormal">
<span style="font-size:11.0pt;color:#1F497D"> </span></p><p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"> </span></p><div><div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt">From:</span></b><span style="font-size:10.0pt"> kictanet-bounces+eadera=<a href="http://idrc.or.ke" target="_blank">idrc.or.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a> [mailto:<a href="mailto:kictanet-bounces%2Beadera" target="_blank">kictanet-bounces+eadera</a>=<a href="http://idrc.or.ke" target="_blank">idrc.or.ke</a>@<a href="http://lists.kictanet.or.ke" target="_blank">lists.kictanet.or.ke</a>] <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</span></p></div></div><p class="MsoNormal">
</p><div><div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">Hello All,</span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><p class="MsoNormal">
<span style="font-size:10.5pt;color:black">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" target="_blank">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. </span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">Kindest regards</span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">Harry (not Delano)</span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><p class="MsoNormal"><span><b><span style="font-size:11.5pt;color:black">From: </span></b></span><span><span style="font-size:11.5pt;color:black">Harry Delano <<a href="mailto:harry@comtelsys.co.ke" target="_blank">harry@comtelsys.co.ke</a>></span></span><span style="font-size:10.5pt;color:black"></span></p>
</div></div></div><div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in"><p class="MsoNormal"><b><span style="font-size:11.0pt;color:black">Organization: </span></b><span style="font-size:11.0pt;color:black">Comtel Systems Ltd<br>
<b>Reply-To: </b><<a href="mailto:harry@comtelsys.co.ke" target="_blank">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" target="_blank">harry@africanedevelopment.org</a>><br>
<b>Cc: </b>KICTAnet ICT Policy Discussions <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>><br><b>Subject: </b>Re: [kictanet] what really merits discussion on KICTANET</span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:blue">Alice Best,</span><span style="font-size:10.5pt;color:black"></span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:blue">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"></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:blue">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"></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:blue">and value.</span><span style="font-size:10.5pt;color:black"></span></p><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">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"></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">they engage constructively, the more they transform this user feedback into service improvement which</span><span style="font-size:10.5pt;color:black"></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">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"></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">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"></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">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"></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">and quality service. </span><span style="font-size:10.5pt;color:black"></span></p><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">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"></span></p><p class="MsoNormal">
<span style="font-size:10.0pt;color:blue">channel them in a balanced approach on the list.</span><span style="font-size:10.5pt;color:black"></span></p><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;color:blue">Regards,</span><span style="font-size:10.5pt;color:black"></span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:blue">Harry</span><span style="font-size:10.5pt;color:black"></span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p><div class="MsoNormal" align="center" style="text-align:center"><span style="font-size:10.5pt;color:black"><hr size="2" width="100%" align="center">
</span></div><p class="MsoNormal" style="margin-bottom:12.0pt"><b><span style="font-size:10.0pt;color:black">From:</span></b><span style="font-size:10.0pt;color:black"> <a href="mailto:kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke" target="_blank">kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke</a> [<a href="mailto:kictanet-bounces+harry=comtelsys.co.ke@lists.kictanet.or.ke" target="_blank">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" target="_blank">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"></span></p>
<p class="MsoNormal"><span style="font-size:10.5pt;color:black">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></span></p><p class="MsoNormal" style="margin-bottom:12.0pt"><span style="font-size:10.5pt;color:black">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. </span></p>
<div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">On 7 March 2011 11:41, Francis Hook <<a href="mailto:francis.hook@gmail.com" target="_blank">francis.hook@gmail.com</a>> wrote:</span></p><p class="MsoNormal">
<span style="font-size:10.5pt;color:black">Hi All, </span></p><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">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.</span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">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. </span></p>
</div><div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div><div><p class="MsoNormal" style="margin-bottom:12.0pt"><span style="font-size:10.5pt;color:black">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></span></p></div><p class="MsoNormal" style="margin-bottom:12.0pt"><span style="font-size:10.5pt;color:black"><br>_______________________________________________<br>kictanet mailing list<br>
<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a><br><a href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br>
<br>This message was sent to: <a href="mailto:andrea.bohnstedt@ratio-magazine.com" target="_blank">andrea.bohnstedt@ratio-magazine.com</a><br>Unsubscribe or change your options at <a href="http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40ratio-magazine.com" target="_blank">http://lists.kictanet.or.ke/mailman/options/kictanet/andrea.bohnstedt%40ratio-magazine.com</a></span></p>
</div><p class="MsoNormal"><span style="font-size:10.5pt;color:black"><br><br><br>-- <br><a href="http://ke.linkedin.com/in/andreabohnstedt" target="_blank">Andrea Bohnstedt</a><br>Publisher<br>+254 720 960 322 <br><br><a href="http://www.ratio-magazine.com" target="_blank">www.ratio-magazine.com</a><br>
<a href="http://www.ratio-magazine.com/careers/index.php" target="_blank">Find/post East Africa careers</a><br><a href="http://www.ratio-magazine.com/businessevents/index.php" target="_blank">Find/post conferences, workshops, trainings, other business events</a><br>
<br><br><br><br><br></span></p><pre><span style="color:black"> </span></pre><pre><span style="color:black">_______________________________________________</span></pre><pre><span style="color:black">kictanet mailing list</span></pre>
<pre><span style="color:black"><a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a><a href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a></span></pre>
<pre><span style="color:black"> </span></pre><pre><span style="color:black">This message was sent to: <a href="mailto:alice@apc.org" target="_blank">alice@apc.org</a></span></pre><pre><span style="color:black">Unsubscribe or change your options at <a href="http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org" target="_blank">http://lists.kictanet.or.ke/mailman/options/kictanet/alice%40apc.org</a></span></pre>
<p class="MsoNormal"><span style="font-size:10.5pt;color:black"> </span></p></div></div><p class="MsoNormal"><span style="font-size:10.5pt;color:black">_______________________________________________ kictanet mailing list <a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a> <a href="http://lists.kictanet.or.ke/mailman/listinfo/kictanet" target="_blank">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a> This message was sent to: <a href="mailto:harry@africanedevelopment.org" target="_blank">harry@africanedevelopment.org</a> Unsubscribe or change your options at <a href="http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedevelopment.org" target="_blank">http://lists.kictanet.or.ke/mailman/options/kictanet/harry%40africanedevelopment.org</a> </span></p>
</div></div><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" target="_blank">http://lists.kictanet.or.ke/mailman/listinfo/kictanet</a><br>
<br>
This message was sent to: <a href="mailto:francis.hook@gmail.com">francis.hook@gmail.com</a><br>
Unsubscribe or change your options at <a href="http://lists.kictanet.or.ke/mailman/options/kictanet/francis.hook%40gmail.com" target="_blank">http://lists.kictanet.or.ke/mailman/options/kictanet/francis.hook%40gmail.com</a><br>
<br></blockquote></div><br><br clear="all"><br>-- <br>Francis Hook<br>+254 733 504561<br><br><br>
</div>