(Mascom CEO Jose Couceiro)
Mascom receives highest complaints rate
Kabo Ramasia
Leading wireless network provider Mascom has received the highest number of customer complaints by any service provider in the industry.
Botswana Communications Regulatory Authority (BOCRA) recently released a report for the complaints and disputes leveled against local service providers, the report depicts trends in respect of numerous customer complaints in their usage of the mobile networks. Dubbed “Complaints Received By BOCRA For The Period April – September 2017’’ the emerging data reveals that of recorded queries, Mascom registered the most complaints.
“During the period under review, BOCRA received Thirty-Seven (37) complaints from consumers of communications services. The complaints concerned, among others, billing, missing airtime and data bundles, faulty telephone lines, slow internet speeds, mobile money and termination of contracts.
Five out of thirty-seven complaints were ongoing as at the end of the reporting period. ’’
The Botswana Communications regulatory Authority (BOCRA) Report on customer satisfaction sought to gauge the complaints customers had relating to telecommunications companies. BOCRA which serves as the regulatory body is empowered by section 6 (2) of the Communications Regulatory Authority Act (CRA Act) to protect and promote the interests of consumers, purchasers and other uses of the service in the regulated sectors. Factors such as “quality of the product, availability, pricing and variety are closely introspected thereby necessitating the agency to hear customer complaints and amicably resolve them.”
According to the report the highest number of customers complaints, related to the billing charges, with Mascom receiving the most complaints followed by Orange. “Most of the complaints were related to billing for data services including roaming charges. Also, a significant number of complaints related to Mobile Money service offered by Orange Botswana.’’
In respect of Orange the Reported noted that, customers decried the Orange Money service waiting period for cash backs at failed ATMs transactions, an occurrence which inconvenienced them. A total of eleven complaints were leveled against Mascom.
Mascom received six complaints in respect of billing, one of hacking, while for missing airtimes and bundles validity only two queries were recorded, poor service one complaint and lastly for poor internet speed one dissatisfaction recorded.
Mascom had three out of the five outstanding complaints as of September 2017, at time when the report was compiled, the complaints added to among others Data Bundles, Intermittent Internet and Bill Print-out which were recorded at one complaint each. The remainder of the complaints were against BTC with regards to billing disputes and refunds.
Mascom’s has been involved in on going disputes with BOCRA, which trace back to mid-2017 when they waged a legal war against the Regulator after they together with Botswana Telecommunications Limited (BTCL) and Orange Botswana (PTY) were asked to cut down tariffs on On -net and Off- net calls.
The “number one because of you” brand was established in 1998, making it 20 years at the helm of mobile network service, over the years they established themselves as a dominant brand covering the length and breadth of the country in their expansion.
Botswana Communications Regulatory Authority (BOCRA) recently released a report for the complaints and disputes leveled against local service providers, the report depicts trends in respect of numerous customer complaints in their usage of the mobile networks. Dubbed “Complaints Received By BOCRA For The Period April – September 2017’’ the emerging data reveals that of recorded queries, Mascom registered the most complaints.
“During the period under review, BOCRA received Thirty-Seven (37) complaints from consumers of communications services. The complaints concerned, among others, billing, missing airtime and data bundles, faulty telephone lines, slow internet speeds, mobile money and termination of contracts.
Five out of thirty-seven complaints were ongoing as at the end of the reporting period. ’’
The Botswana Communications regulatory Authority (BOCRA) Report on customer satisfaction sought to gauge the complaints customers had relating to telecommunications companies. BOCRA which serves as the regulatory body is empowered by section 6 (2) of the Communications Regulatory Authority Act (CRA Act) to protect and promote the interests of consumers, purchasers and other uses of the service in the regulated sectors. Factors such as “quality of the product, availability, pricing and variety are closely introspected thereby necessitating the agency to hear customer complaints and amicably resolve them.”
According to the report the highest number of customers complaints, related to the billing charges, with Mascom receiving the most complaints followed by Orange. “Most of the complaints were related to billing for data services including roaming charges. Also, a significant number of complaints related to Mobile Money service offered by Orange Botswana.’’
In respect of Orange the Reported noted that, customers decried the Orange Money service waiting period for cash backs at failed ATMs transactions, an occurrence which inconvenienced them. A total of eleven complaints were leveled against Mascom.
Mascom received six complaints in respect of billing, one of hacking, while for missing airtimes and bundles validity only two queries were recorded, poor service one complaint and lastly for poor internet speed one dissatisfaction recorded.
Mascom had three out of the five outstanding complaints as of September 2017, at time when the report was compiled, the complaints added to among others Data Bundles, Intermittent Internet and Bill Print-out which were recorded at one complaint each. The remainder of the complaints were against BTC with regards to billing disputes and refunds.
Mascom’s has been involved in on going disputes with BOCRA, which trace back to mid-2017 when they waged a legal war against the Regulator after they together with Botswana Telecommunications Limited (BTCL) and Orange Botswana (PTY) were asked to cut down tariffs on On -net and Off- net calls.
The “number one because of you” brand was established in 1998, making it 20 years at the helm of mobile network service, over the years they established themselves as a dominant brand covering the length and breadth of the country in their expansion.
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