MTN Directed to Compensate Affected Consumers

National Telecommunications regulator, the National Communications Authority (NCA) has directed mobile network operator, MTN Ghana to ensure the immediate resolution of the challenges with their billing system. MTN has further been directed to refund all losses suffered by affected consumers. The mobile operator has further been directed to inform the affected consumers of the compensation package prior to its implementation.

The NCA had been inundated with complaints across its complaints platform by consumers on the MTN network over what they believed to be wrongful billing. The incidence which started on Sunday December 1, continued through Monday December 2. In addition to this, some calls to MTN’s call centres were unsuccessful.

Although MTN informed consumers later on of the challenges they were facing, they failed to inform the Authority. The Regulator has thus ordered MTN to submit a detailed report on the incident to be sent to its offices by close of business Wednesday December 4, failure to which the appropriate sanctions will be applied. The report should include an explanation why the Authority was not informed of this challenge, the full nature of the issue, the impact of the challenge on MTN’s customers and remedial measures amongst others.

The NCA wishes to assure the general public that the needed measures will be implemented to avoid a recurrence of the challenges.