News : ZICTA’s Establishes Customer Call Centre
Dec 17, 2014 -- Zambia Information Communications Technology Authority (ZICTA), in its continuous effort to meet its regulatory mandate to protect consumers this year established a Toll Free Call Centre to handle unresolved complaints of ICT and Postal services users respectively.
This mandate to look after the interests of consumers is clearly stipulated in the ICT Act number 15 of 2009, which states the functions of ZICTA under Section 6 (1) and (f) as:
‘ promote the interests of consumers, purchasers, and other users of information and electronic communication services including , in particular, persons with disabilities and the aged in respect of the accessibility, quality and variety of services and equipment’
Further, under Section 68 of the same Act, ZICTA is empowered to establish guidelines for making, receiving and handling of complaints of consumers regarding the provision of ICT Services.
In accordance with the aforementioned section, ZICTA has since developed (in consultation with key stakeholders including Service Providers and Consumer representatives) and published the Consumer Protection Guidelines to bind all persons regulated under the law.
According to the Consumer protection Guidelines, ZICTA is mandated to investigate and determine any complaint in accordance with the provisions of ICT, Postal and ECT Acts.
It is against this background that ZICTA established the 7070 Call Centre to deal with consumer complaints which have either gone unresolved by service providers or consumers feel was inadequately handled.
The Call Centre is available from Monday to Friday, during working hours (08:00hrs to 17:00 hrs.
The ZICTA Call Centre agents are equipped to attend to Postal and Courier Service Providers as well as ICTs user complaints. The following are the issues that users may complain about;
1. Poor quality of service
2. High tariffs
3. Faulty telephone services
4. Billing inaccuracy
5. False and misleading advertising
6. Loss of airtime
7. Service suspension
8. Unsolicited SMS
10. Intrusion of privacy
11. Delayed delivery of posted item
12. Suspension of service
14. Health and safety
15. Unavailability of Emergency line numbers
16. Access to call center
It is important to note that before the call center handles a complaint, there are some simple steps that the call centre expects the dissatisfied complainant to take. These include:
1. The complaint has been lodged in with the service provider against whom the complaint is being made and a reference number issued.
2. If the complaint is not resolved, the complainant must demand that it is handled by the supervisor of the customer care representative.
3. The complainant demands to be given a reference number for the complaint they lodge with their respective service provider. Alternatively, complainants must note down the names of the persons they dealt as well as the date and time they lodged in the complaint.
4. The complaint must be resolved within 14 days by the service provider.
5. If the complaint is not handled within the stipulated time, it can be forwarded to the ZICTA Call Center.
6. Complainants logging a call that they cannot access the service provider call centers can call ZICTA directly without following these steps.
Complaints may also be made to ZICTA through other avenues such as:
- Submitting an online complaint form electronically from the ZICTA website
- Sending an email
- Posting to Zambia Information and Communications Technology Authority
- Delivering the complaint to ZICTA offices at Stand No 4909, Corner of Independence Avenue & United Nations Rd, Long Acres, LUSAKA.
Consumers are encouraged to exercise their rights and seek redress whenever they feel their rights are being infringed.
Posted by Veronica Silva Cusi, news correspondent
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About Zambia Information & Communications Technology Authority:
The Zambia Information and Communications Technology Authority (ZICTA) is an ICT Regulatory body responsible for regulating the ICT Sector in Zambia.
Published: Monday, December 22, 2014