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OUR OPERATIONS>>>Consumer and Public Relations
The Department of Consumer-Industry Relations and Public Affairs (CIRPA) is one of the six (6) specialized Departments of the Commission. It is sub-divided into two units, namely; Consumer-Industry Relations and Public Affairs. The Department is headed by a Director working with two (2) Managers each responsible for the routine functions of the sub-units. Together, these three officers constitute the Departmental Management Team that is responsible for planning, implementing, coordinating and reporting on CIRPA activities. The principal function of the Department is to implement the Commission’s mandate to protect consumer interests, public interests and balance the same with the interests of Operators and Service Providers. Subject to ongoing reviews, this function is guided and executed through programmes some of which are outlined in sections of this information brochure. The Telecommunications Act The provisions of the Telecommunications Act of 2006 provide for the effective, efficient and affordable delivery of telecoms services that benefits the vast majority of consumers. The rights, obligations and privileges of the CONSUMER are most appropriately dealt with in the following sections of the Act which focused on the consumers, notably: Part VI, Section 36: Obligations of Service providers to consumers Section 37: Rights and privileges of consumers of telecoms services Section 38: Obligations of Consumers Section 39: Power of Enforcement of Act and Settlement of Disputes Section 40: Standards of Performance Section 41: Information on Levels of Performance Section 53: sub-section 10: Publicity of Approved Tariffs and Charges and Section 59: Universal Access NATCOM’s Philosophy of Consumerism The philosophy is based on the promotion of a consumer-centric market operation that guarantees consumers’ right to enjoy the best quality of services available in the market at affordable prices and accessible to the wider public especially our compatriots in rural, remote and underserved areas of the country. It is an ideal that puts emphasis on consumer satisfaction as the central focus of market operations in a competitive and robust telecoms industry. It is an assurance that consumer protection and satisfaction will remain a vital public service function in the regulatory portfolio of the Commission. In a highly competitive market situation as ours, consumer satisfaction is the energy on which businesses flourish and grow. Operators, Service Providers and Dealers in the telecommunications markets are therefore persistently striving to attract, capture and retain consumers. Consumer acquisition drives and market promotions are therefore evolving to further aid promoting availability, accessibility, affordability, quality and satisfaction in the industry. The Commission is therefore primarily concerned with ensuring that the required standard of services are made available, accessible and affordable by telecoms Operators and Service Providers; and that consumers are satisfied with the quality of services that are sold in the telecommunications markets. The Commission also ensures that Consumers are protected against harmful products and installations in residential and occupational areas. These challenges can only be met through the inclusion of consumer-centric provisions in the licensing agreements of Operators and the provisions of the Act that are monitored through effective public sensitization and community awareness programmes focusing on the rights and responsibilities of all stakeholders. On the other hand, the Commission also seeks to promote an enabling business climate to encourage and protect investments in the telecommunications sector. Key Functions The key task of the Consumer Department involves the following: • Provide consumer education, advocacy and advisory services on market trends to help consumers make informed-decisions on the purchase and use of telecommunications services, equipment and supplies. • Collect process and utilize information on consumer-industry related matters for policy planning and decision-making by the Commission. • Facilitate the promotion of Universal Access to un-served and under-served areas and populations to ensure that every Sierra Leonean is benefiting from telecommunications services and the knowledge age as a key indicator of human development. • Create and promote a forum namely: The Consumer Parliament for interactive communication and as a feedback system that guarantees a constant flow of information and views from consumers, Operators/Service Providers and the Regulator on key issues and challenges facing all the stakeholders. • Facilitate Complaints Mediation and Dispute Resolution processes between Consumers and Operators/Service Provider/Dealers as a tribunal of last resort after all local remedies available at industry level has been exhausted by the consumer. Terms of Reference • Educate the public on the role of the Commission and how consumers and their interests/concerns are protected vis-avis those of the industry. • Educate the public on Consumer Bill of rights, Complaints/Dispute Resolution processes, and Consumer Codes of Practice • Empower public knowledge in basic procedures to ensure that consumers know ‘what to expect’. ‘What to ask for’ and ‘what is expected of them’ in the process of business transaction with operators and service providers. • Conduct public outreach programmes to disseminate information and obtain feedback on public opinion with regards to industry performance and key players. • Conduct surveys on consumer satisfaction, market forces and related matters as a basis for informed decision making to improve the ‘consumer and industry relationship’ as a stakeholder entity. • Facilitate the formation and functioning of Consumer Advocacy groups to provide avenues for ‘the voice of consumers’ on issues of quality of services. • Provide interface between the Consumer community, the provider community and the Commission as a mechanism for dialogue on public opinion with regards to emerging consumer-related matters. • Generate information that will give the commission a sense of direction on telecommunications market trends and the opinion of consumers. • Device mechanisms and procedures for handling complaints and resolving disputes between consumers and service providers. • Ensure that consumers and service providers are given the full benefits of equity, fairness and due process in solving disputes. • Any other support functions assigned by the Commission in the discharge of its regulatory responsibilities.
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