GHANA’S REGULATOR ASKS SERVICE PROVIDERS TO GIVE ACCURATE INFORMATION
The Acting Director-General of the National Communications Authority (NCA), Major J. R. K. Tandoh (Rtd) has stressed the need for service providers to always give accurate, sufficient as well as relevant information in guiding consumers to make rational choices and informed purchase decisions.
He said it would amount to a breach of consumers' rights not to disclose every information pertaining to a product or service and even worse, mislead them deliberately. He was speaking at the Third NCA Consumers' Assembly in Accra on the theme, "Ten years of service: The challenges and future prospects".
The theme, according to him, was aimed at spelling out the way forward for the communication industry, adding it was more significant for, "us as a contributor to the growth of a more competitive and vibrant industry".
Maj. Tandoh, however, said the adoption of the National Telecommunications Policy by Parliament in January 2005 has added a lot more energy and drive to the work of the NCA. He noted that government has not only given the industry a new image but has also given operators clear policy directions.
He continued that the right to safety was aimed at protecting consumers against marketing of sub-standard or defective goods and services, stressing the NCA frowns on such unethical conduct and was determined to ensure that adequate sanctions were imposed on culprits.
Right of choice, the Director said was in accordance with fundamental democratic and economic principles, emphasizing the right to be heard which provided ample opportunities and channels for expressing grievances, opinions, lodging complaints, suggesting ways as well as ways to improve service delivery to customers.
Touching on complaints by consumers, Maj. Tandoh stated that, "consumers of telecommunication services: telephone (fixed and wireless), prepaid card calling, internet services, voicemail, paging, radio trunk networks, satellite network services (VSAT), and domestic services, who are dissatisfied with services rendered to them by any of the operators have the right and unfettered freedom to redress the situation through formal lodging of complaints to the NCA".
He stated that the Consumer Assembly would be one major channel for hearing and resolving consumer complaints, which border on quality of service and wrongful billing, and also augment the NCA's efforts in monitoring quality of service as detailed in the license conditions of operators.