The Sunday Mail
THE Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) has embarked on a campaign to conscientise consumers on their right when using telecommunications products.
The authority’s executive officer (research), Mr Phibion Chaibva said consumers have a basic right to privacy as service providers are prohibited from sharing a consumer’s personal information with a third party.
He said, “We are educating consumers of their rights to choose a service provider. They have a right to get high quality services and a right to terminate contract with a service provider if they are not happy.
“If someone is short changed by a service provider; one can engage them and if not happy, Potraz is there to help. The complaint can be looked into within seven working days.”
Mr Chaibva said the awareness campaigns started last year in Mashonaland East (Hwedza and Mahosekwa), Manicaland and Midlands.
Potraz will soon visit Masvingo and Mashonaland West at a date to be announced.
The authority’s Engineer for Networks and Standards Mr Shingirai Marufu said they are focusing on ensuring service providers improve quality of service in line with Statutory Instrument 42 of 2016.
He said telecommunications companies who do not meet the required standard are penalized as provided by law.
“We take consumer issues seriously and in 2013 we procured equipment to do live tests, which check on signal levels. The other system collects information from the operator management systems and process raw data before analysing it. This system takes into consideration all calls recorded by operators countrywide. We analyse the data every month and see how an operator is performing.
“The system to check quality is in line with International Telecommunications Union (ITU). Last year, we did a presentation and ITU was impressed. From the time we started checking, there is an improvement in quality of service. Before 2013, there were many call drops but things have changed.
“Call drops have fallen to below one percent after the procurement of the monitoring mechanism. We penalised operators to compel them to offer better services. In February 2017, we penalized all operators who failed to meet the required standards.”
Mr Marufu said operators are battling energy supply challenges as solar panels are being vandalised. Access to foreign currency required to purchase base stations is also a challenge.
