Cameroon – Telecommunications: The number of consumer complaints dropped for the year 2016

Written by Deckson N.

According to the Telecommunications Regulatory Agency (ART), 20 complaints were registered in 2016 against 31 in 2015 and 17 in 2014.

In its annual summary of consumer complaints, the Telecommunications Regulatory Agency (ART) reports that 20 complaints were registered in 2016 compared to 31 in 2015 and 17 in 2015. It was during an awareness-raising seminar, Information and education of consumers of electronic communications products and services which is being held from 14 to 16 November 2016 in Yaounde. ART also added that Orange Cameroon has the largest number of complaints (8). MTN Cameroon follows it with 6 complaints, CAMTEL 4 complaints and Viettel 2 complaints.

Users’ concerns, even if they vary from year to year, relate essentially to unwanted SMS, credit theft, billing disputes, suspension of lines, quality of services, unsubscribing of games, pricing of the Internet “Said Patrice-Joël, Head of Consumer Protection Unit at ART. He presented the theme: “Legal framework, realization and prospects of ART in the field of consumer protection“. He adds non-information on the cost of calls, the anarchic establishment of antennas, the absence of consumer associations on the ART Board of Directors. Not to mention the payment of the Whatsapp application, the prohibited advertising on games and the use of numbers in the server of messages without authorization.

The regulator has addressed numerous recommendations to operators regarding these complaints. “For example, we have the settlement of disputes between operators and consumers by conciliation, conciliation hearings between consumers Enoah Enoah and Philippe Bikaï against Orange Cameroon in February, March and June 2016. This is the consultation And the interpellation of operators, for repayment of credits, repair of damage caused to consumers, restoration of lines. The telecoms gendarme also asked operators last year to inform consumers about the duration and cost of calls, regular repayment of credit,  monitoring of quality of service, ” we read in the Economie daily published Wednesday, November 16, 2016.

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Deckson N.

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