UCC urges telecoms to open up on data operations

Kampala, Uganda | THE INDEPENDENT | The Uganda Communication Commission (UCC) is calling for transparency from telecom operators and internet service providers regarding their data processes to address customer frustrations regarding data inconsistencies. During a town hall meeting with data providers, Nyombi Thembo, the UCC executive director, emphasized the regulator’s commitment to protecting consumer rights while facilitating industry growth.

He highlighted consumers’ rights to access quality services, privacy, transparent terms and conditions, clear billing, complaint resolution, competitive offers, product safety, truth in advertising, and consumer education. Thembo stressed that service providers must clearly communicate terms and conditions to customers upfront and promptly address grievances.

To empower consumers, the commission is developing mechanisms for self-monitoring data consumption trends, aiming to reduce complaints about data inconsistencies.

“The commission is developing mechanisms to have consumers self-monitor their data consumption trends, which they believe will reduce the number of complaints about data inconsistencies. The commission is assessing a variety of tools where we should select one that will put the monitoring of data usage and its quality in the hands of the consumers,” he said.

David Birungi, Airtel’s head of communications, acknowledged persistent complaints despite operator efforts to educate customers, attributing issues to smartphone users’ lack of understanding. Airtel plans to enhance subscriber sensitization and initiate community outreaches.

Regarding data costs, Birungi noted Uganda’s competitive rates but advocated for reducing smartphone taxes to increase adoption.

“Uganda is one of the countries that have competitive rates of data. The average cost of a GB is about 2000 Shillings. The most important conversation we should have is how to reduce that cost; by increasing the number of people who are using smartphones,” Birungi said.

“It’s like having a bus of 25 people and you are only three people on it, you pay the full cost of hiring that bus. Right now, only 33 percent of Ugandans use smartphones on a network that stretches from Nebbi to Kitgum to Bujjiji to Kabaale.”

UCC’s push for transparency and consumer empowerment aligns with efforts to address data-related frustrations and enhance telecommunications services in Uganda.

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