Mobile operators to explain complaints

Vodacom, MTN and Cell C have been summoned to appear before the Independent Communications Authority of SA after the regulatory body was inundated with complaints from users.

Authority spokesman Sekgoela Sekgoela said on Tuesday the companies had some explaining to do.

“We have been taking a lot of complaints from the public. Complaints vary from not being able to make or receive calls and SMSs going or coming through late,” Sekgoela said.

“We have sent letters to them to appear before the council to provide us with an understanding of the root cause of these problems so that a comprehensive solution can be arrived at.”

Sekgoela said the organisation was “very worried” about the problems — “the mere fact that we called a meeting with them shows how concerned we are”.

He said the companies would each appear before the regulatory body individually as “they are separate companies, so we will deal with each one on its own”.

Chairman of the National Consumer Forum Thami Bolani confirmed there had been an increase in cellphone-related complaints.

“People are complaining about these dropped calls and so forth. We've found that cellphone companies are often not willing to address the concerns of the public, while it is a concern to us because these problems are costing consumers a lot of money,” he said.

Sekgoela said Icasa would inform cellphone users of its findings after today's closed meeting.

One of the issues under discussion is whether the networks experience call volumes that their infrastructure might not be able to handle.

It is estimated that by next year, South Africa will have 48,5-million cellphone users and questions have been raised about whether the networks are able to accommodate all of them.

MTN spokesman Zolisa Masiza said “the types of provisions made to accommodate the number of subscribers is an issue that will be discussed by all networks”.

Vodacom spokeswoman Dot Field, however, said the company had not experienced problems or “any extraordinary issues on the network”.

Cell C executive head of regulatory affairs, Nadia Bulbulia, would only confirm it would be meeting the regulatory body.

Source: The Times

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