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<div class=" hide-outline">I think there are well established definitions and standards e.g. those developed by the ITU on QoS. </div><div class=" hide-outline"> </div><div class=" hide-outline">Should we apply these, it will be possible to benchmark the services offered by local ISPs against the standard, and determine whether they meet the threshold, which in my view, would if met, constitute "reasonable quality" as defined by the law.</div>
<div class=" hide-outline"> </div><div class=" hide-outline"> In addition, I think it is dishonest, and more so fraudulent to advertise network capable theoretical speeds as actual expected speeds, like most providers are currently doing. </div>
<div class=" hide-outline"> </div><div class=" hide-outline">It is even worse, when the speed is throttled and the period which it is throttled, is not disclosed to consumers - who are expected to be always 'understanding' when we hear the 'our cables were vandalised' excuses, yet money, which in most cases is non-refundable has been paid! </div>
<div class=" hide-outline"> </div><div class=" hide-outline">In my view, ISPs should reimburse users monies paid when they fail to meet QoS as expected, because it is a fundamental aspect which goes to the core of their contracts with users.</div>
<div class=" hide-outline"> </div><div class=" hide-outline">CCK should implement the law.</div><div class=" hide-outline"> </div><div class=" hide-outline">Victor</div><div class=" hide-outline"> </div><div>Sent from my <a href="http://windows.microsoft.com/consumer-preview">Windows 8 PC</a></div>
<div class=" hide-outline"> </div> <div class=" hide-outline" style="border-top-color:rgb(229,229,229);border-top-width:2px;border-top-style:solid"> <strong>From:</strong> S.M. Muraya<br> <strong>Sent:</strong> 13 September 2012 10:46:37<br>
<strong>To:</strong> Victor Kapiyo <<a href="mailto:vkapiyo@gmail.com">vkapiyo@gmail.com</a>><br> <strong>CC:</strong> KICTAnet ICT Policy Discussions <<a href="mailto:kictanet@lists.kictanet.or.ke">kictanet@lists.kictanet.or.ke</a>><br>
<strong>Subject:</strong> Re: [kictanet] ISP Advertising Standards: Open Letter to CCK<br> </div> <div> </div><p>If no one ever reaches "up to xx Mbs" between 12am and 6am, is it a clear case of fraud / throttling bandwidth advertised?</p>
<p>The ISP may have valid reasons for bandwidth throttling but CCK officials should (probably do) have connections to test advertised ISP services at their various residential locations.</p>
<p>How about when ISP's can honestly claim (many times) that network "injuries" caused by accident or vandals lower their QoS?</p>
<div class="gmail_quote">On Sep 13, 2012 9:59 AM, "Victor Kapiyo" <<a href="mailto:vkapiyo@gmail.com" target="_blank">vkapiyo@gmail.com</a>> wrote:<br><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;padding-left:1ex;border-left-color:rgb(204,204,204);border-left-width:1px;border-left-style:solid">
<div><div style="font-family:Calibri,"Segoe UI",Meiryo,"Microsoft YaHei UI","Microsoft JhengHei UI","Malgun Gothic","Khmer UI","Nirmala UI",Tunga,"Lao UI",Ebrima,sans-serif;font-size:14.66px">
<div>Collins, Listers,</div><div> </div><div>I think it's important to have standards.</div><div> </div><div>With regard to enforceability, allow me to quote some relevant provisions of the law:</div>
<div> </div><div>The Constitution provides for Consumer Protection under Art. 46:</div><div> </div><div><em>46. (1) Consumers have the right—</em></div>
<div><br><em>(a)<strong> to goods and services of reasonable quality</strong>;<br></em></div><div><em>(b) <strong>to the information necessary for them to gain full benefit from goods and services</strong>;<br>
</em></div><div><em>(c) to the protection of their health, safety, and <strong>economic interests</strong>; and<br></em></div><div><em>(d) <strong>to compensation for loss or injury arising from defects in goods or services</strong>.<br>
</em></div><div><em>(2) Parliament shall enact legislation to provide for consumer protection and for fair, honest and decent advertising.<br></em></div><div>
<em>(3) This Article applies to goods and services offered by public entities or private persons</em></div><div> </div><div>NB: The Consumer Protection Bill, which is to be enacted pursuant to Art 46 (2), is yet to be passed by Parliament.</div>
<div> </div><div>In addition, we already have regulations under the Kenya Information and Communication Act, i.e. Kenya Information and Communication (Consumer Protection) Regulations 2010, which is already in force. </div>
<div> </div><div>Allow me to quote:</div><div> </div><div><em>"3. Rights and obligations of customers.</em></div><div>
<br><em>(1) A customer shall have the right to—<br><br>(a) <strong>receive clear and complete information about rates, terms and conditions for available and proposed products and services</strong>;<br>
<br>(b) <strong>be charged only for the products and services they subscribe to</strong>;<br><br>(c) where possible, select a service provider and service of the customer’s choice;<br><br>(d) personal privacy and protection against unauthorized use of personal information;<br>
<br>(e)<strong> accurate and understandable bills for products and services authorised by the customer, and to fair prompt redress in the event of a dispute in the provision of the products and services</strong>;<br><br>
(f) <strong>protection from unfair trade practices, including false and misleading advertising and anti-competitive behaviour by licensees</strong>; and<br>
<br>(g) <strong>equal opportunity for access to the same type and quality of service as other customers in the same area at substantially the same tariff limiting variations to available or appropriate technologies required to serve specific customers."</strong></em></div>
<div> </div><div> </div><div>And Rule 23:</div><div> </div><div><em>"23. Offences and penalties.<br>
(1) A licensee who—<br><br>(a) fails to perform the measurement, reporting and record keeping tasks within the required time;<br><br>(b) <strong>fails to reach a target for any of the parameters stipulated under these Regulations;<br>
<br></strong>(c) fails to submit, during a time specified by the Commission, information requested by the Commission pursuant to these Regulations;<br><br>(d) <strong>submits or publishes false or misleading information about the quality of its services;<br>
</strong><br>(e) obstructs or prevents an inspection or investigation carried out by the Commission pursuant to these Regulations;<br><br>(f) <strong>engages in any act or omission whose effect would be to defeat the purposes of these Regulations, commits an offence.</strong><br>
<br>(3) <strong>A person who commits an offence under these Regulations shall, where no specific penalty is provided for, is liable on conviction to a fine not exceeding three hundred thousand shillings or to imprisonment for a term not exceeding three years or both</strong>."</em></div>
<div> </div><div>As you can see from the foregoing, there are sufficient provisions in the law to regulate licensee conduct with regard to advertising. If these were followed and implemented to the letter by all persons, then we'd have more transparency especially with regard to advertising. </div>
<div> </div><div>What would perhaps problematic is the level of disclosure, i.e. what would constitute complete information within the meaning of the law? </div><div> </div><div>Here, I think that either standards or further guidelines would be important, to provide clear criteria or guidelines for the class, elements or type of information that would need to be disclosed to meet the threshold of the provisions so quoted. I think the industry needs to sit down and agree on this bearing in mind the industry best practices and the practicability of implementing the same in the Kenyan context.</div>
<div> </div><div>Victor</div><div> </div><div> </div><div>Sent from my <a href="http://windows.microsoft.com/consumer-preview" target="_blank">Windows 8 PC</a></div>
<div> </div> <div style="border-top-color:rgb(229,229,229);border-top-width:2px;border-top-style:solid"> <strong>From:</strong> Ali Hussein <<a href="mailto:ali@hussein.me.ke" target="_blank">ali@hussein.me.ke</a>><br>
<strong>Sent:</strong> 11 September 2012 21:06:26<br>
<strong>To:</strong> <a href="mailto:vkapiyo@gmail.com" target="_blank">vkapiyo@gmail.com</a><br> <strong>CC:</strong> KICTAnet ICT Policy Discussions <<a href="mailto:kictanet@lists.kictanet.or.ke" target="_blank">kictanet@lists.kictanet.or.ke</a>><br>
<strong>Subject:</strong> Re: [kictanet] ISP Advertising Standards: Open Letter to CCK<br> </div> <div> </div><div><div>Collins</div><div><br></div><div>Good idea. We could also appeal to APA (Advertising Practitioners Association) as this also borders on culpability from an advertising agency perspective. <br>
<br><div>Ali Hussein</div><div><br></div><div>+254 773/713 601113</div><div><br></div><div>Sent from my iPhone®</div></div><div><br>On Sep 11, 2012, at 8:52 PM, Areba Collins [ @BrainiacKE ® ]<<a href="mailto:arebacollins@gmail.com" target="_blank">arebacollins@gmail.com</a>> wrote:<br>
<br></div><div> </div><blockquote><div>Hello listers, <br>Im following this from a discussion in the other list from one Kelvin, his assertions were: <br><br><blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;padding-left:1ex;border-left-color:rgb(204,204,204);border-left-width:1px;border-left-style:solid">
I think we need to as a group write a couple of recommendations for the
CCK to rein in ISPs especially how they advertise. This could cover
aspects such as :-<div><br></div><ul><li>Proper disclosure to customers on speeds i.e should Orange advertise 21mbps and get away with it</li><li>Outline whether its shared</li><li>Provide figures for the FUP</li><li>Disclose whether or not inernet is unlimited</li>
</ul><div>There are some things you wouldnt get away with the FCC in the US .</div><div><br></div><div>What are your thoughts ?</div><span></span><br><span><font color="#888888"><div>Kevin</div>
</font></span><br clear="all"></blockquote>
<br>I need to hear what CCK has to say about this, I would very much preffer ISP companies to give full disclosure of what they are selling , using a standardized nomenclature. Could someone please advise if this is enforceable? <br>
<br>Regards, <br><br><br>-- <br><div style="text-align:center"><span style="font-family:Arial,sans-serif;font-size:12px"><table width="100%" tabindex="-1" style="font-family:Arial,sans-serif;font-size:12px;margin-top:5px" cellspacing="0">
<tbody><tr><td style="padding:5px;background-color:rgb(237,241,247)" colspan="2"><font style="color:rgb(0,51,153);font-family:Arial,sans-serif;font-size:12px;text-decoration:none"><i>“The twentieth century has been characterized by three developments of great <b>political </b>importance: the growth of democracy, the growth of corporate <b>power</b>, and the growth of corporate propaganda as a means of protecting corporate <b>power</b> against democracy”</i></font></td>
</tr></tbody></table></span></div><br>
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