NCA engages consumer in Ho

The National Communications Authority (NCA) has held a consumer forum in Ho in the Volta Region, creating a platform for consumers and operators to discuss and share concerns on issues relating to communications in the country as stated in Section 29 of the Electronic Communications Act, 2008 (Act 775).

The forum which was on the theme “Quality of Service, the Key to Consumer Satisfaction” brought together all stakeholders in the telecommunications industry including the Ministry of Communications, mobile network operators (MNOs -Glo, MTN, tGgo , Expresso,  Airtel, Vodafone), traditional rulers, students and a diverse section of the consumers and the general public.

Customer satisfaction

Opening the forum, Mr Paarock VanPercy, the Director-General of the NCA said that the NCA was always working to ensure the satisfaction of consumers. 

He referred to a previous Mobile Cellular Consumer Satisfaction Survey, conducted in 2012, which indicated that while consumers were generally satisfied with the services of MNOs, there was still some level of dissatisfaction. 

He urged consumers not to relent in their pursuit of service satisfactions. 

Mr. VanPercy mentioned that the organisation of the forum formed part of the NCA’s mandate.

The Deputy Minister of Communications, Mr Ato Sarpong gave the keynote address, saying that the Ministry would continue to engage key stakeholders in various consultations to arrive at a common ground before the implementation of policies and interventions to develop the industry.

Quality Service

The open forum, which was moderated by Mrs. Nana Defie Badu, Director, Consumer and Corporate Affairs of the NCA, was characterised by consumers raising concerns and asking questions on quality of service, areas with no mobile telephony coverage, mobile tariffs and billing, unsolicited electronic communications, digital migration, customer service and number portability. 

Representatives of the various MNOs present answered these questions and provided the relevant information.

In his closing remarks, Mr. Sarpon, said,” NCA must endeavour to use sanctions for the benefits of consumers and that the MNOs needed to compensate users for poor quality of service. 

He further went on to encourage consumers to take advantage of the government’s removal of the 20 per cent tax on handsets to purchase good handsets. 

Engage customers

To the MNOs, Mr. Sarpong said that the forum indicated that their customers had a number of issues which needed interventions and, as such MNOs should not wait for the NCA to organise such forums, but rather engage their customers in similar forums at regular intervals.

He concluded by educating consumers to protect their numbers and avoid being victims of Unsolicited Electronic Communications, and said that it was the collective responsibility of consumers to report SIM Box fraud to the NCA.

Mt. Kwabena Ameyaw, the Ho Regional Manager of the NCA, urged consumers to call at the regional office with their issues and complaints.

As part of the forum, the NCA set up a mini exhibition centre with key consumer educational materials and officers were on hand to explain and educate consumers.