TANZANIA-Do not complain via social media: TCRA

MEMBERS of the public have been advised to follow proper procedures when they seek compensation from mobile phone companies whenever they are upset by their services.

The advice was given here yesterday by the Tanzania Communications Regulatory Authority (TCRA) Deputy Director of Zonal Coordination, Mr Victor Nkya. He was speaking at the winding-up ceremony of the Nane Nane show at the Ngongo grounds, in response to various issues raised by visitors to their pavilion.

“In most cases, people do not lodge official complaints but resort, instead, to social media sites. That is an improper approach. Complaints should be lodged directly to specific service providers,” said Mr Nkya.

He explained, however, that, the trend had lately changed for the better, as some customers have been lodging complaints to the companies, and sounding off TCRA as well, over poor services.

“When you feel injured by any of the mobile phone operators in terms of services or mobile money transactions, put the issue in writing, by writing a letter to the service provider, and submit a copy to us.

In the event the company doesn’t respond, we will pursue the matter further,” he said. Mr Nkya explained that last year, thousands of consumers were compensated by mobile phone company service providers, which were in addition fined.

Stressing the importance and benefits of documenting complaints, he cited the case of a mobile money transfer agent in Mwanza Region whose balance was stolen by dishonest staff, but who not only recovered his money, but a refund for return air tickets, while pursuing the issue.

Mr Nkya elaborated: “This man was very smart. He had all the documents and after the provider showed reluctance to so solve the problem, he referred the matter to us and he was paid.

This is what other customers should do instead of complaining through social media.”