Phone users put service providers on the carpet

... We deserve better, they say
A substantial number of consumers of telecommunication services have taken service providers to task for rendering unsatisfactory services. At the Consumers’ Assembly held in Accra, customers of Scancom (Gh) Ltd, operators of Areeba, emerged as the most critical as they expressed their dissatisfaction with the company’s customer relations and the quality of service connection, among others.

Onetouch, Ghana Telecom, Kasapa and Tigo followed in that order with respect to the number of criticisms they received regarding the quality of service delivery, while customers of Westel were largely silent.

The National Communications Authority (NCA) organized the Consumer Assembly, which is in its third year to afford consumers an opportunity to openly evaluate the performance of service providers in the communication sector. This year’s event, which featured only telecom service providers coincides with the 50th Independence Anniversary of the nation, as well as, the 10th Anniversary celebration of the NCA, being observed under the theme “10 years of Service – The Challenges and Future Prospects.”

On the day, Areeba’s image was badly bruised when Mr. Francis Asenso Boakye, a customer, described the company’s customer relations as an experience of “harassment and rude behaviour.” His accusation emanated from a bad encounter he had with a staff at the Areeba Customer Care Centre recently when he called to make a complaint but the staff verbally abused him and hanged up on him.

Others complained about unstable network connection, while some customers sought further clarification for the company’s decision to switch from calculating call charges in units to cedis. Another consumer christened Areeba’s free night call service as a “Trojan horse” because in his view, it is largely impossible for many people to benefit from the service due to the period within which customers can access this service. He therefore, suggested that the free call service could be made available to consumers on weekends to enhance accessibility.

However, Ms. Mawuena Domor, Corporate Services Executive of Areeba assuaged the feelings of the customers by delivering carefully thought out responses. Addressing Mr. Okyere’s concerns, she admitted that his experience, perhaps, is not an isolated case and urged all customers not to hesitate in reporting all such unprofessional behaviours directly to management for prompt action.

Nevertheless, she indicated that Areeba has fashioned out a unique protocol procedure at all customer care centres and would continue to strive for the best customer service delivery possible.

Later in an interview with Public Agenda, she explained that the switch from units to cedis was informed by suggestions that came from consumers through the various customer care centres. She noted that calculating call charges in cedis would afford consumers an opportunity to better manage call cost.

But Ms. Dumor, indicated that it would be impossible to shift free call services to weekends because the numerous call activities that go on during the day would not permit that. She revealed that the company continues to carry out expansion works to boost network connection.

Touching on the Corporate Social Responsibility (CSR) of the company, Ms. Dumor said Areeba is fully aware of the expectations of its consumers, and this has informed the innumerable initiatives it has taken to support education, health and many other social sectors. She emphasised that this has culminated in the government recognizing the company’s efforts for the fourth consecutive time as the leading organization in the fulfillment of its social responsibility.

For his humorous presentations, Mr. Robert N. Palitz, the Managing Director of Kasapa Telecom Limited drew constant applause from the gathering as he responded to concerns of some customers about voicemail services and call-bouncing. He explained that voicemail services are optional and anyone that wants it to be turned off could contact Kasapa’s service centres.

Addressing participants, Major J.R.K. Tandoh (Rtd), perhaps, the longest serving Acting Director General of a state institution indicated that the Consumer Assembly would be a permanent feature of the communications industry. He said “It would be one major channel for hearing and resolving consumer complaints which bothers on quality of service, wrongful billings etc.” He was hopeful that the event would augment NCA’s effort in monitoring Quality of Service Standards.

Maj. Tandoh (Rtd) reminded consumers of their rights under the National Telecommunications Policy, 2005, which include the right to be informed, right to safety, right to choice and the right to be heard.