The new regulation is expected to keep mobile communications service providers in check and bring relief to consumers.
Monrovia, March 19, 2024-The Liberia Telecommunications Authority signed the Quality-of-Service Regulations Monday, ushering in consumer protection laws that will dictate measurable expectations between consumers and mobile network providers. The regulations will hold MNOs responsible for a number of tasks and spell out consumer responsibilities.
Among the provisions are the swift handling of Consumer complaints and the restoration of data and minutes lost in packages when networks fail due to no consumer fault. Consumers, too, have the responsibility to carefully read the terms and conditions of contracts they accept.
Dropped calls and delayed connections are two of the Key Performance Indicators (KPI) that will be carefully measured. Penalties will be imposed for failure to adhere to set parameters.
In remarks during the signing, LTA Chairperson said, “Today we take big steps forward in ensuring that your phone calls are clearer, your internet is faster, and your overall telecommunications experience is better.”
LTA took almost two years to complete the public consultation process. Their teams toured all 15 counties, holding town hall meetings to gather consumer experiences and then share them with service providers for their input. The detailed document is culmination of inputs from all stakeholders.
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