Consumer Rights and Safety2
Rights & Responsibilities

Consumer Rights

Basic Rights On Electronic Communications Products And Services
As part of the License Conditions, the Electronic Communication Act 2008, Act 775 mandates that service providers provide for consumer protection.


What Are My Rights?

Consumers are entitled to the following statutory rights when entering into electronic communications service contracts:

  1. The right to have access to basic electronic communications services at affordable and reasonable prices.
  2. The right to choose from a variety of telecom services provided.
  3. The right to have a variety of information to choose from services advertised.
  4. The right to select preferred services.
  5. The right to be informed about products and services in complete, accurate, simple and clear language.
  6. The right to complain and to be heard about quality, delay, quantity and tariff with regard to the nature of the communication service provided.
  7. The right to redress, to be given a fair settlement of just claims.
  8. The right to consumer education on services being offered.
  9. The right to request or access information on bills.
  10. The right to be notified about planned interruption or termination of services.
  11. The right to opt out of unsolicited electronic messages.
  12. The right to privacy of information.
  13. The right to enjoy universal access.
  14. The right to receive compensation for mis- representation of products or services.


What Are My Responsibilities As A Consumer?

Consumer Rights are best safeguarded when Consumers fulfill their responsibilities.
Specifically consumers must:

  1. Not rely solely on service providers’ information and choice. 
  2. Read carefully terms and conditions on contracts, promos and adverts and understanding them before opting in.
  3. Be abreast with service and product information
  4. Compare price, quality standard and features make informed decisions before making or entering into a contract,
  5. Provide proof of purchases or receipts and documents invariably obtained and kept safely.
  6. Pay bills promptly to avoid disconnection.
  7. Inform Service Provider about lost or stolen SIM Card.
  8. Inform Service Provider about changes in personal circumstances such as change in name or address.
  9. Keep receipts, cancelled contracts, bills and instruction. They will be useful in problem solving.
  10. Desist from sending messages that are obscene, threatening or otherwise contrary to applicable laws or regulation.