12th Edition - Tanzania Communications Regulatory Authority

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EATJNGA LEVEL NO 12. OCT - DEC 2001 QUARTERLY NEWSLEITER OF TANZANIA COMMUNICAUONS REGULATORY AUTHORITY
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Published quarterly by the Linzmn ii (om mu ii ications
Regulatory Authority (TCRA), an independent
government agency established under the Tanzania
Communications Regulatory Authority Act No.12 of
2003 to regulate communications and broadcasting
sectors in Tanzania. TCRA became operational on
1 I 11 /2003 and has effectively taken over the functions
of the Tanzania Communications Commission and the
Tanzania Broadcasting Commission
Failzdniì Coiiiunications Regulatory Authority (FCRA) ciopteci
a new corporate logo in 2005 following the merger of Tanzania
Communication Commission(TCC) and Tanzania Broadcasting
Commission(TBC) in 2003. The logo reflects glohalisation, national
flag and corporate motto.
The Authority's offices:
Head office: Mawasiliano House
Plot 304 Ali Hassan Mwinyi /Nkomo Road
P.O Box 474 Dar Es Salaam
Tel: 255 22 2118947/52; 0784 - 558270
Telegram: TUMEWASILI
Fax: 2116664
E-mail: dg@tcra.go.tz
Website: www.tcra.go.tz
Frequency Management Centre
Plot 771 /3, Kambarage Road
Mikocheni B, Dar es Salaam
Tel: +255 22 2773002/4/8
Fax: +255 22 2773006
Zanzibar: Plot No. S/CHR 95, Chukwani area,
p. 0. Box 3284, Zanzibar
Tel/Fax: 255 24 2235062
E-mail: zanzibar@tcra.go.tz
ZONAL OFFICES:
TCRA Northern Zone Office
Third floor, Summit Centre,
Sokoine Road,
Box 15675, ARUSHA
Tel: +255 27 2548947
[-nidil: irtili(('tcri.go.tz
TCRA Lake Zone Office
Stanbic Building, Nyerere Road
lO Box 3108, MWANZA
Telephone/Fax: +255 28 2541082
Email: mwanza(i)tcra.go.tz
TCRA Southern Highlands zone Office
Karume Avenue NSSF Building.
Box 1375, MBEYA
Tel. No. +255 25 250294
Fax No. +255 25 250294
E-mail: mheya)tcra.go.tz
TCRA Central Zone Office
Kisasa Area, DSM Road;
Near Mwangaza Radio Station.
7B Natron Avenue NSSF Building.
Box 2229, Dodoma
Tel. No. +255 26 235 0021
Cell No. +255 754 787 222
E-mail: dodoma(tcra.go.tz
Logo Concept
. Globe- Impact ol Glohalisation on thc L1flctio11 ol thu 1( l

Contents
$F ' ,.I
4 TANZANIA POSTAL, COURIER SERVICE PROVIDERS
INCREASE SIGNIFICANTLY
;
/
6 TCRA PROMOTES REGULATION BY (ONSULTA1;
1 U.)HL IL VVUM) i-U'W i U)II-L IL UIáVi) I
TANZANIA - AFTER TEN YEARS, HAS THE
GOVERNMENTS OBJECTIVES BEEN ACHIEVED?
CONSUMERS RICHS IN PEFSIE( lIVE
.
1 5 MANAGING FREQUENCY SPECTRUM FOR ECONOMIC
& SOCIAL DEVELOPMENT
BEPROUDTOBE.TZ
ș1
ri r
LL NEW MOBILE RADIO AND FREQUENLI
MONITORING STATIONS DISPATCHED TO LONE
:!" NEWS FROM OTHER REGULATORS
ii-
RIGHTS & OBLIGATIONS OF CONSUMERS OF
COMMUNICATION SERVICES

$flM T DGs DESK
Postal Sector and Development of
Information and Communications
Technologies
TUE POSTAL SECTOR plays a key role in connecting
people through physical postal network. Postal
Services are an important part of the information
society as they help not only to provide links to the
less densely populated areas but their networks and
logistics can be utilized for the introduction of new
Information and corn munications Technologies
(ICTs) services. While information and
communications technologies can substitute certain
types of mails, overall the two types of
commun ications media are cornplernentary.
The World Summit on the information Society in
Tunis in 2005 recognizes the postal sector for its role
in connecting people and in promoting international
trade particularly through e-commerce. There is also
a direct relationship between economic development
and postal service. This can be demonstrated by
comparing GDP and letters per capita per year in sub
Saharan Africa. Likewise postal services in Tanzania
have been a vehicle for transmission and exchange of
written documents and parcels throughout history
bringing together innovative ideas among its people
and linking them to other nations of the world
The postal sector therefore has to realize the
importance of the development of information
technology and take challenges as opportunities by
developing electronic network to support and
moderni7e the physical delivery network.
This includes implementing reforms that embrace
ICTs among the new services it offers to customers,
while at the same time using ICTs to improve the
quality of service of the core business. UPU is
considering to include an c-Post strategy in the
Nairobi World Postal Strategy during the 24th
Congress in 2008 to enable countries provide the next
generation of postal electronic services together with
improving the quality of service of its core business.
This is an important objective which recognizes that
the future of the postal services will depend largely
on its ability to adopt physical networks to the
electronic postal services. ICTs have been recognized
worldwide as an important part of postal services
that have many possible applications which are used
today to meet customer demands. These include
advanced mail sorting technologies, electronic track
ing and tracing of courier items, automation of
counter delivery services, electronic reproduction of
mail (Hybrid mail) and electronic money transfer
system through data exchange.
The Authority has licensed a number of postal
operators, who have greatly contributed in bringing
about availability of postal services closer and
efficient postal delivery to the public. Licensing has
promoted competition in the sector. Competition in
the postal sector has the potential to grow the same
way as telecommunication sector has seen rapid
growth. The increased number of postal and courier
Services operators licensed has shot up from 13 in
2003 to 48 as of September this year (2007) which
shows that demand for postal services is also
growing.
It is therefore important for the operators to improve
their services to meet customers changing demand
and develop strong networks that allow adoption of
IT based services. Currently the postal sector in
Tanzania has diversified its services offering a wide
range of services including internet services to the
branch offices. Plans need to be put in place parallel
with the development of broad band network of the
telecommunications sector to extend the electronic
postal services to low populated areas among other
things information centers and electronic money
transfer system. TCRA encourages reforms in the
postal sector that include ICTs in the provision of
services with the aim of developing a three
dimensional network that provides phvica1,
electronic and financial services.
Prof. John S. Nkoma
DIRECTOR GENERAl.
TCRA

TANZANIA POSTAL, COURIER SERVICE PROVIDERS INCREASE SIGNIFICANTLY
BY SEMU MWAKYANJALA
( ul/1Jl11' j;ij (()1/!/)1iI('l1lI1 !IIh'lJl(lIR)IlllI /?ii(('I 11 (I /11(1/I, I(t 1 ti/lye
JE-IFRE has been significant increase in the number
of postal and courier services operators in the
country, over the last six years from 13 in year 2000
10 1 1( t(Il )f 4 i (1 c;tember this year (2007).
I J
The operators, who are licensed
by the Tanzania
Communications Regulatory
Authority (TCRA)
feature in six main categories in
their operations in the sector.
The categories are Public Postal
Operator, International Courier
Operators, East African Courier
Operators, Domestic Courier
Operators, Intracity (within one
city) and Intercity Courier
Operators.
All the operators howevei;
interact freely and compliment
each others services through
special agreements, which
benefit even more the clients in
the sector. Despite increase in the
total number of postal and
courier service providers the
sector is yet to be fully utilised
hence remains one of the
best investment zones in the
country.
Tanzania Posts Corporation
(TPC) prominently stands as the
I F only Public Postal Operator in
r r the Country, providing both
Basic postal services and
J
Expedited Mail Services (EMS)
( Domestic and International),
electronic money transfers and
ICT related services like Internet
services. TPC has a network of over 400 service
outlets, with 3,200 authorised stamps vendors and
installed a total of 172,344 private letter boxes
countrywide.
IostaI and courier services play key role ot
enabling transmission of innovative ideas among
people and increase economic growth by bringing
people and business together through exchange
of written documents, monetary transactions and
physical items including parcels.
1CRA has licensed five International courier
operators. The International courier operators are
DHL International (T) Ltd, Diamond Express (T)
Ltd. Skynet (T) Worldwide Express, Sangare
Enterprises Ud and the Tanzania Express Cargo
Ltd.
Rauawrj

------ -
Stanip services, a popular cost effective means offootirig costs for sending and receivin , iiiiiI.
The third category is the -East African Courier
Operators. They include Akamba Bus Service
Limited, Scandinavian Express Services Limited,
One World Courier (T) Ltd.
Seven other operators are licensed under the
category of Domestic operators. Thiee re
Ndengaro Agencies and Consultants, City
Delivery Services (CDS), Global Skychain Express
Co. Ltd,
Mohamed Trans Ltd, National Courier, City
Messengers Ltd, CMTL Courier Services Ltd and
Tanzania Standard (Newspapers) Ltd.
The fifth category is intracity couriers, implying
that they are responsible for handling courier
items within the city of Dar es Salaani. There re
only two operators in this category. These i
Express Courier Services Ltd and Tanzacom
Messenger Services Limited.
The majority 31 operators under the Sixth category
of Intercity, which entail ferrying of items
between two cities. They include Faster Flight
Express, Raha Leo Bus & Transporters, Riversie
Car Hire & Shuttle, Secularms (T) Ltd, Zaoma Ltd,
Tricon Investment, Malai Freight Forwarders
Limited, John Terry Establishments Ltd, Lyoto &
Company Ltd, Mhasibu Consultants, City
Courier Co. Ltd. Impala Shuttle, Raha leo Bus dud
Transporter, Pronto Con riers a nd U ii i ted Tdlent
Services.
Other Intercity couriers are Fosters Auctioneers
and Debt Collector, P.T. Burrow Ltd, Sengeremi
Engineering Group, RAM Investment, Northern
Engineering Works Ltd, Hima Investments Ltd,
Building Centre Establishment Bureau Ltd,
Community Electrical & General Supplies Ltd,
Chap Deliveries, Mechanised Cargo System ('F)
Ltd, Hekima Enterprises Co. Ltd, Dar Express
Bus Services, Alpha Quality Services and Hammv
Distt'ibUtOIs &z: Services Ltd
All the operators pertorm their duties
symbiotically. If the items are destined for extreme
rural parts of the country, where intercity operators
don't have a links, the items are instantly handed
over to another operator with a wider link like the
TPC, which is capable of reaching specific distant
Locations.

:
TCRA PROMOTES REGULATION BY CONSULTATION
-. -- -_ -- - -----
I/iL' Paiit'l, ioiiiprised of the TCRA Board Chairman Ainbassadoi Ric/iai1 \4auiki (thud riIit) iiid 1 CRA Director Ge,icial Prof [a/ui t'.Jkoiiia
(lou ,t1 ui((1i I ) i,i 11(11' (1I)J)IiC(1!I ti 7L'itl! (111(1 Ru ho S tii tioiis.
he merger of Tanzania Communications
Commission (TCC) and Tanzania Broadcasting
TCommission (TBC) in 2003 to form the
Tanzania Communications Regulatory Authority
(TCRA) as an independent regulator under the TCRA
Act No. 12 of 2003 brought new ways of performance
of the communications regulations.
'Ihe merger was an important instrument in
encouraging competition in the communications
sector following the liberalization of broadcasting
iil t(l(('Ofl1fl1UfliC1ti()11' (CtO1- in 1 993 in Taiiiini i.
Iii 2005, Authority embarked on strategic reforms to
reshape its licensing framework to accommodate new
developments in technology that has blurred the
d istinction between telecommunications and
broadcasting. The Authority has been always
promoting competition by encouraging and licensing
fliOlO investors subject to the availability of frequency
11.
he iiitiod LIChOfl of the Converged Licci islig
Framework (CLF) on 23rd February 2005 that
I n.troduced four basic tier system of licences Network
Facilities (NF), Network Service (NS), Application
Services (AS) and Content Service (CS) not only
paved a way for investors to apply for Content
I_uIata1;
Services Licences (CSL) but also promoted and
enhanced the principles of transparenc y in the
licensing process in the country.
The Authority under the CLF has been upholding the
process of consultation with stakeholders at different
levels culminated into one to one meetings to thrash
out final points on the licences. The real objective of
the consultations with stakeholders is to implement
one of the Authority corporate values of regulating
by consultation.
The Authority recognises that the process of
consultation with stakeholders as a key instrumental
tool of any independent institution. The Authority
believes that without consultations and transparency
a stable and predictable communicatjons investment
climate will remain elusive in Tanzania.
It is also important to note that the increase of
numbers of new entrants in the communications
industry has been also influenced by the Authority
principles of transparency and fair competition.
These two principles have made the Authority to
attract more investors in the broadcasting industry.
The Authority is also highly recognized worldwide
for its excellence in regulating communications
providers and operators.
In carrying out of its functions the Authority is

equired under the Act to enhance the welfare of the
Tanzania society by promoting effective competition
and economic efficiency. It is expected that with fair
competition, content (broadcasting) service providers
will effectively compete among themselves and also
provide quality content services to their consumers.
This is one way of implementing the MDGs in the
pursuit of universal service! access.
In Tanzania where competition in communications
industry is encouraged and promoted the Authority
must promote and protect the principles of
transparency. The Authority has to make sure that:
0 Rules must allow for criteria for licences
allocation be applied in an objective and nondiscriminatory
manner, particularly where
the scarce resources (such as radio spectrum)
are involved.
0 Criteria which prospective operators have to
meet and terms or conditions applicable to
licences should be either published or
publicly available.
0 Models licences or conditions for operation
under registration, where appropriate)
should also be publicly available.
0 The licensing process should facilitate
liberali za tiO1, he technology and service
neutra I.
0 Licence duration should be reasonable,
renewal process clear and fees attached to all
licences should reflect the administrative cost
of issuing licence.
News in Brief
More Competition in the Broadcasting Sector
The Authority on 13th July 2007 invited 17 applicants
for content service licences to attend an interview in
Dar es Salaam. A total of 8 applicants for content
service licences and 2 for support services for satellite
subscription broadcasting services were approved for
a grant for content services licences. However, three
applicants were required to resubmit their documents
while three applications were not sustainable projects
and they have to apply afresh in future.
The applicants were given an opportunity to defend
their broadcasting project proposals. This also helps
to know the seriousness of the investors in relations
to sustainability of the projects in future and financial
capability of the investors.
The Authority has been receiving a number of new
applications while prospective investors have been
encouraged to venture into the broadcasting sector by
guaranteeing and promoting fair competition among
the content services providers to ensure that latest
technologies are offered thus guaranteeing improved
service delivery and reduction of costs.
/\/)J)/1( iii1 fr a pail 1', (TTV SIafioii iiitcrvictt'd.

U
:i±iiiii I
INNOVATION
TECHNOLOGY
VISION
These have always been the key
points of our operating philosophy.
, INNOVATION .
yr
This pioneering station was launchea ••
in 1994 with a program mix that has
remained unsurpassed. It has the
latest and best dramas, comedies,
sportsand movies as well asthe most
VA
LI
uptodate news and information.
In ten years 1W has managed to
distinguish itself as the leading
broadcasting station in the country
by sustaining quality and being the
most reliable source of information.
TECHNOLOGY
TV has always maintained technology
as being of paramount
importance in television. This has
enabled the most efficient expression
of the creativity of our staff as well as
ensuring that we enjoy the widest
coverage and greatest reach in the
country using our satellite uplink
facility.
I
;.____
.?r) • *. RADIO ONE
VISION
liv has bold and ambitious plans for
the future. We fully intend to
consolidate our established position
as a major force in the region, and in
conjunction with other broadcasters
we plan to become a major player on
the continent.
,, !: J L f v Radio one is one of the pioneer FM
h?L!r
" (%. stations in the country The station
:s
I -
arted its operations in 1994 It
V ç;:;: : ' r *. dcasts via digital satellite link
'; '42 \ t itssignaI is received in the whole
station's airtime is dedicated to music.
Researches indicate that Radio One
listnership is particularly stron9 in
Dar-es-Salaam, Arusha, Moshi and
Dodoma.

Postal Networks and Postal Reforms in Tanzania - After ten years,
has the Government's objectives been achieved?
By Haruni H. B. Lemanya
TCRA Board Chairman Ambassador Richard Marki presents a souvenir of Makonde
carvings framed in glass to the Universal Postal Union (UPU) Director General
Edouard Dayan at the UPU 1-Ieadquarters-Berne Switzerland in March 2007.
POSTAL SERVICES
Postal service is an established system of collection,
dispatching, transporting, handling and delivery of
postal articles through a postal entity. It is part of
delivery services, which mainly transmit
information in written or printed from. It is also part
of info- communication system as it carries
information in form of letters, documents,
newspapers and periodicals, advertisements,
financial instruments (cheques, promissory notes),
printed matters to mention just a few.
Furthermore, the postal service is an
infrastructure services in the same way
as telecommunications, piped gas and
electricity, water supply, sanitation and
ewerage etc. It has distribution
ietwork; accessible to all citizens and
hrms; has standardised services and
t'esponsihle for a universal service.
Main economic functions of postal
infrastructure are that it provides
ssential two - way communication
inks which bring buyers and seller
together, forge markets, build
relationships, turn itself to distribution
channel and facilitate payments and
satisfy demand of suppliers and
buyers.
WHY PUBLIC OWNERSHIP
POSTAL SERVICES
Until recently the postal industry
throughout the world has been
characterised by a substantial degree of
statutory monopoly power and stateowned.
The original justification for
widespread public ownership in the
1970s and 1980s was extensive market
failure, both at micro and macro level.
Market failure is caused by
ex te rn al i ties and information poverty
as a result of poor infrastructure and
low income, which is unequally
distributed, and the difficult faced by
the government to achieve its
objectives through u so al ii a rket media n i sm s.
In the last two decades, many governments
including Tanzania have adopted economic reform
programmes, which have liberalised their
economies and international transactions have been
freed.
Clobalisation has been facilitating the economic
reforms and functioning of the markets in general by
providing capital, expertise, technology and other
Rguiata

means, which reduce transaction costs, increase
efficiency and provide the benefits of open market to
an increasingly larger share of population. The social
sectors like postal services have also been in the
process of reform.
The primary issues in any postal reform is to
respond to the challenge of building a healthy and
viable postal service whose core business is selfsustaining
in a liberalized and increasingly
globalised market. It can be argued that the postal
services sector is in what could be termed as
anomalous position of being liberalised and
regulated simultaneously bringing tension between
the need to define the scope and form of regulation
on the other hand and the area for competition to
deliver on the other hand.
GOVERNMENT OBJECTIVES FOR POSTAL
LIBERALISATION
The government's objectives in liberalising the
postal market in 1994 were:-
0 Sustain the provision of universal quality
postal service;
0 Be a catalyst in making the national
economy competitive regionally and
globally; and
0 Be an important component in making
Tanzania an effective player in the global
information society".
The expected benefits were to accrue to the
Government, Regulator, Postal operators and the
society at large as follows:
- protect interest of consumers
who can benefit by efficiency of
companies providing them with
services;
- further improved service
performance and efficiency for
Tanzania Posts Corporation,
with increased competition
providing a spur to achieving
greater efficiency and
responsiveness to consumers;
- increased choice for
consumers, and the entrance of
providers to serve niche
markets; and
- attract private sector
participation bringing faster
growth of business or wider
service I network coverage.
ACHIEVEMENTS
The government's locus,
therefore, was in enhancing
consumer choice and welfare,
and in using liberalisation as a
tool to achieve this by keeping
competitive pressure on
Tanzania Posts Corporation.
iispc'cted itt';iis and parcels are scaiint'tI tt" eL11rit 1/ pii/ )C iii (ill \ - liii iliac/li lit' to eiiiiit'
1(1I'(1(1L itCillS arc in fcrc('pt('(I.

-
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Consumer choice
There is little doubt that consumer choice has been
enhanced by the liberalisation of the Tanzania postal
market. Although Tanzania's postal volumes are
relatively small, over 40 operators have entered the
market to compete with Tanzania Posts Corporation
since 1994.
The Tanzania Communications Regulatory
Authority has blocked some of these private for
some reasons including non-compliance to
conditions of licence. Furthermore over the period of
the last ten years around one-third of new entrants
have failed to be sustainable and the majority of
these businesses failed within two years.
The Tanzania regulatory scheme requires any
operator be monopoly or operating outside the
reserved area (operation in basic postal services) be
licensed by the Tanzania Communications
Regulatory Authority (TCRA).
The competitors which have emerged fall, broadly
speaking, into five main categories. These are:
0 city! town and niche-operators known as
intracity couriers;
0 inter-cities or inter - towns operators;
0 national or semi-national networks domestic
couriers;
0 regional network covering the east Africa
region known as East Africa Couriers; and
0 international operators competing with
Tanzania Posts Corporation in the domestic
markets as well as international market.
llic ivain fcL1ures of the competihon in the country
comprise operation of individual networks of the
couriers. Intracity and intercity couriers have been
small niche players trying to offer locally - oriented
service and in some areas they have been very
successful and in some not. Success stories of
courier operators are coming from Dar es Salaam,
Arusha, Mbeya, Tanga, Mwanza and Iringa.
The Tanzania Posts Corporation is required to
provide its competitors with access to its network on
terms and conditions which at a large extend not
uncompetitive. The major entrants wishing to
provide nationwide service in Tanzania can
therefore be expected to interconnect with TPC's
network. In view of the aforesaid, it is economically
unviable for new entrants to duplicate a nationwide
on the scale operated by the public operator.
The existence of over 40 operators clearly indicates
that consumer choice at all levels of the Tanzanian
postal market has been increased by the introduction
of competition. Business mailers have benefited
from this choice - but so too have casual users of the
mail service. A key point to note is that the benefit of
choice has been offered not only to bulk mailers in
the main cities: some successful small operatioii
have begun in small towns and regional centres.
Quality of postal services and customer
responsiveness
The threat of liberalisation the beginning of
competition has served well in acting as a spur to
encouraging Tanzania Posts Corporation to maintain
and improve its quality of service, to fulfill its
universal service obligations, and still operate
profitably.
A customer can be assured that mail posted to all
major town in the country will be delivered within
24 hours and other towns within 48 hours. Tanzania
Posts Corporation has achieved the world standard
of domestic deliver y to the rtirl ii -vis within five
days.
The arrival of competition has seen the company
diversify its services significantly - both within its
core postal expertise and new ventures. Cultural
change has helped the incumbent operator to
become more customer-focused quickly responding
to customer inquiries and complaints.
Postal services charges
There have been significant reductions in prices in
both real and nominal terms for the courier services
and where price increases of the basic services have
taken place; they have been at longer intervals than
under the old regime. Smaller operators especially
those operating in limited networks have beezi
offering their services at very competitive ritvs.
CONCLUSION
Ten years is a relatively short timeframe for one to
judge a Government or regulatory regime, but i
seems reasonable to say that the currciit
arrangements have had a positive impact eu
Tanzania. It is evident that postal markets and
liberalisation in Tanzania has resulted in a loverin
RNau1arDr9

I 'ffii',it (111(1 R/1/'l('I I('(Ili)/li( /11011(1/ !1(11!f('1 (1i((*
of postal monopolies and increased competition for
traditional j)()ti11 products.
Postal cusoiners have enjoyed improved quality
mail service at reasonable postage rates although in
5OITl cases reduction of delivery network has
produced undesirable results. Several alternative
networks are also developing at both a national,
regional and international level; and consumer
choice has been enhanced.
I ii the reform process however, there is a need to
Cd rciully weigh the provision of universal service
dgainst the commercial objectives of the post office.
'the main aim of universal service is to safeguard the
ability of the general public to communicate
regularly at a reasonable cost.
I I is thc vievpoint of I he dUthor that u ivet's
service needs should be kept flexible and dynamic to
take into account the rapid changing ways in which
the citizens communicate.
The achievement of the public policy choice highly
depends on the long term of the government
economic policy. The underpinning argument in the
reform process is that privatisation of utilities like
postal services should be construed as
complementary and not supplementary to other
approaches.
While deregulation and gradual introduction of
competition are important ingredients in this
process, there are must be a balance of commercial
objective of the post office, legal status (ownership)
and regulation, defining clearly the universal service
obligation required of incumbent operator.
Rtiui.tti; ,

CONSUMERS PROTECTION IN PERSPECTIVE
4
.
Ii
/ 1
7/1C CO)J1JJIOJUVL'(lIt/l ICIL'COl)llllllJliC(ltiL)JlS O1g(11l!S(ltlt)Jl (CIIC)) Chief ExeLlituc OJjicci (CE(J) L)r LIott' Sjno-(aibia/i (c'coiitI ii/it) oii a
iiernorable photo with the new Consumer Consultative Council (CCC) members in Dar es Salaani in September 2007. On Dr Ekwou' '
1i ( ht, are CCC Chairperson Ms Hawa Ng'humbi who is also District Conimissionerfor Mvomero District in Morogoro Region and
Lngineer August Kowero ofthe Ministry ofinfrastructure Development. Right is CCC Executive Secretaril Dr Keuti Riitabingwa au!
buick-iou 'u'iitic iS Mr Iuiuuc Mriuuuia Managing Editor ofTanzania Standard Newspapers (TSN) Limited
Q & A: Consumer
Complaints Procedure
Question: What is the first thing unsatisfied consumer
of communication services should do in order to get his
problem solved?
/\ imwer: Consumers should first of all, contact the
company agency or service provider whose services or
products they are not happy or satisfied with. In event
that the service provider does not satisfactorily solve
the problem, he can now proceed to file a written
complaint with TCRA.
Question: How can a subscriber/Consumers lodge a
complaint?
r: A complaint to TCRA must be in writing. The
con p1(int must fill in Complaint Forms in triplicates,
which must of necessity be readable, clear and to the
points(s). Every complaint should be addressed to
TCRA as follows:
The Director General,
Tanzania Communications Regulatory Authority,
Mawasiliano House, Plot Number 304,
Ali Hassan Road I Nkomo Street,
P. 0. Box 474,
Dar es Salaani,
TANZANiA.
Email-dg@tcra.go. &
Q uestion: What particulars of the collipldint should be
furnished along with the comp! u u
Answer: The particulars in the complaint should
include complainant contact address (including name,
address, phone number, Fax, e-mail) and the problem
he/she is facing and its duration. A brief explanation of
the circumstances that led to the complaint, name of the
service provider and their respective contact address.
Please also attach evidence of previous
communications with the respective service or goods
provider.
:;

Question: What happens when TCRA receives a
COflSlifll(T complaint?
the complaint is analysed and investigated
immediately. TCRA has an established and dedicated
Consumer Affairs Unit (Call) to handle complaints in
communication sector. This unit reaches out to the
service provider complained against with the aim of
investigating the complaint. If the Call is satisfied that
the service provider breached terms of its contract with
the consumer, or acted contrary to its licence and or
ICRA regulations, the Authority shall take appropriate
action without delay which in most instances will get
the er'ice provider to amend the situation.
Question: Will ICRA (OFLSUflLer Affairs Lilt get back
tO the customer who lodged a complaint?
Answes: Yes, of course. in the first instance the unit has
the obligation of acknowledging receipt of the
complaint and advising the consumer on the steps
being taken. When investigations are concluded,
feedback will be communicated to the complainant in
writing within thirty to sixty days.
Question: I)o I have to pay for the services of the
(OflsllI11('r Affairs Unit?
. ; No! The services of the complaints handling
aie rendered FREE OF CHARGE. So take advantage of
tis, so that we can help you.
Question: Can an aggrieved consumer sue the service
provider in a court of law over a breach of
contract?
resolution of differences and disputes between services
providers and consumers.
Question: What issues can customers complain about?
Answer: Consumers can complain on services provided
by communication service providers
0 Wrong bills,
0 Arbitrary disconnection of lines,
0 Nonchalant attitude towards genuine
complaints,
0 Poor service delivery,
0 Untruthful and deceptive adverti seme I 1 ts,
U Supply of sub-standard equipment,
U Bare-fare exploitation
0 Intrusion of privacy
0 Violation or non delivery of mail,
0 Delayed restoration of service,
0 Unreliable service, etc.
Question: Do customers have any
responsibilities I Obligations?
\nswer: Yes! Whereas consumers have got rights, they
too have obligations to fulfil. Their Obligations and
responsibilities include
0 Prompt payment of bills,
0 Ensuring that utilisation of communications
services is not in a manner hazardous to the
environment or other users,
0 Respect contracts and SL As.
L$wc. No. lhcActthalestablished the 1LiA
requires that all complaints relating to
consumption of communications goods and
services should be addressed through the TCRi\
and are appeal able to Fair Competition Tribunal
(I 7CT) whose decision is final. However at the
'iCRA, dialogue and peaceful negotiations are
preferred and should be fully explored before
resorting to protracted and costly litigation.
l'(RA's niitidate is to \VO1'lK out au (lnhicll)le
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I
For more information, contact:
Sales and Marketing Department
P. 0. Box 4374, Mikocheni Studios, Dar es Salaam, Tanzania, East Africa
Tel: +255 22 277 5914/6 or +255 22 227 71236 Fax: +255 22 277 2752
E-mail: info@eatv.tv
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EATV
TOGETHER
TUNAWAKILISHA
EATV and Radio are the First initiators to cater to the Kenyan, Ugandan and Tanzanian
urban markets, uniting over 20 million East African residents.
Our goal is to take your brand beyond television and radio and into the consciousness
of the consumer. With our clever brand placement, state-of-the-art technology, well
known personalities, and the power of our reach, we can mal1e this happen for you in
a cost effective manner, and with immediate impact.
This is the time to invest in setting the seeds for your exponential market growth.
Partner with EATY and Radio for the future success of your company.

MANAGING FREQUENCY SPECTRUM FOR ECONOMIC
& SOCIAL DEVELOPMENT
By Special Correspondent
he radio spectrum as we know today dates
back to James Clerk Maxwel who unified
Tthe theories of electricity and magnetism,
dod eloquently represented their relationship
through the set of profound equations known as
Maxwell equations. Among other things he
established that Electromagnetic radiations to be a
lorm of oscillating electrical and magnetic energy
which is capable to transverse in space without the
benefi t of physical interconnections.
spectrum increasingly play a critical role in
promoting the national economic well being.
As a resource, the spectrum has two characteristics
that affect its management. First given a level of
technological development, the portion of
spectrum suitable for radio communication and
other application is finite, but can be re-used
throughout the world with proper coordination
and management. Second, the physical properties
of various portions of the spectrum make some
portions more suitable than others for specific
communications functions. Thus a demand for the
use of some portions may be quite high while
other portions of the spectrum may be unused.
Some sources claim that only ten percent of the
entire radio frequency spectrum under prevalent
technology is used. Thus, spectrum is considered
worldwide to be a scarce public resource, subject
to extensive management on both a national and
International scale.
Radio Frequency Spectrum Management
The entire range of oscillations or frequencies of
energy form the electromagnetic spectrum and the
band from 9 KHz to 3000 GHz is known as the
radio frequency spectrum.
Though radio frequency spectrum is not tangible
such as it cannot be seen neither touched nor
smelled, it is a vital natural resource ranked sixth
after; Land, Capital, Labour, Entrepreneurship and
Technology.
Th( value of spectrum as an invisible resource is
sometimes overlooked, yet it provides the basis for
the communication industry, one of the fastest
growing sectors in the world economy. For
example spectrum provides the backbone for
I 11 (1 ny consumer and business services including
(Rho and television broadcasting, cellular
telephony and other radio - based services. As a
result, the effective use and management of the
The ITU defines Spectrum Management to be the
combination of administrative, scientific and
technical procedures necessary to ensure the
efficient operation of radio communication
equipment and services without causing harmful
interference. Simply stated, spectrum
management is the overall process of regulating
and administering use of the radio frequency
spectrum with aim to;
0 Avoid harmful interference
between radio station
0 Ensure that spectrum is used as efficiently
as possible both technically and
economically.
Technical efficiency, principally refers to the
requirement that different users and different uses
of radio frequencies do not interfere with each
other; such as the use of faulty or non-standard
equipment, the unauthorized or illegal use of
frequencies, spillover signals effects etc. While
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THE Tanzania Communications Regulatory Authority (TCRA) Director ofCorporate Resources Management (DCRM) Mr Goodluck Ole-Medeye
(second left) receives ignition keys offour newly acquired Mobile Radio Location and Frequency Monitoring Stationsfrom a German based supplier
Rohde & Schwarz International Area Manager Wolfgang Jourdan (left) during the handover ceremony held at TCRA Frequency Spectrum
Management Office at Mikocheni in Dar es Salaam, April 2007. First right, is equipment supplier Agent based in Dar es Salaam SSTL Group
Executive Chairman Mr Almas Maice and second right is TCRA Director oflnformation, Communication Technologies (DICT) Dr Joseph Kiloiic,'ila
CCOfl3IT11C efficiency involves a judgment
regarding the allocation of relatively scarce
spectrum among alternative uses to provide a
better economic value.
0 Minimize radiations hazards particularly
with a current proliferation of wireless
transmission.
Spectrum Management in Tanzania
The use of radio frequency spectrum is influenced
by both national and International regulatory
regimes. Due to the international nature of
spectrum resource, national rules and regulations
have to conform to the international standards and
practices. As signatory to the ITU, Tanzania abides
by the ITU standards and practices.
TCRA is mandated to manage radio frequency
spectrum in Tanzania. The Director of Information
Communications Technology (DICT) is principally
responsible for the management of radio
frequency spectrum resource under the TCRA
terms of service. He acts as the principal adviser to
the Director General regarding the usage of
spectrum resource.
Spectrum Management is managed through three
main activities: (i) Spectrum Planning and
Allocation (ii) Licensing and Assignment and (iii)-
Spectrum monitoring and data evaluation.
(i) Spectrum Planning and Allocation - are the
processes of distributing radio frequency spectrum
between different radio services on either an
exclusive or shared basis. At the international level
this allocation is governed by the World
Radiocommunication Conference (WRC) and
reflected in the ITU Radio Regulations. Based on
this international frequency allocation table,
administrations allocate frequency bands to
national radio services and to specific systems.
( ii) Licensing and assignment - are the
processes involved in granting authority for use of
the radio spectrum to individual users. Once the
TCRA has determined that the proposed
communication system complies with the rules,
authorization will be granted through the issuance
of a licence.
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Ngara bused RejugeL' Radio Kwizera, the only radio statim permitted to broadcast in other languages (like Rundi) apartfrorn Kiswa/iili and
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(iii) Spectrum monitoring serves as the eyes
and ears of the spectrum management process.
The purpose of monitoring is to support the
spectrum management in general, the frequency
assignment and the planning functions.
Specifically its purpose is to: assist in the
resolution of electromagnetic spectrum
interference, ensuring an acceptable interference
level of radio and television reception by the
general public and provide valuable monitoring
data such as the actual use of frequencies and
bands ( i.e occupancy), detection and
Identification of illegal transmitters and the
generation and verification of frequency records.
Strength of Spectrum management in Tanzania
-; hsequent to increase on the number of wireless
network operators, TCRA has acquired five mobile
radio monitoring stations so as to ensure that
wireless network operators operate with free of
interference spectrum. The monitoring vehicles are
located in TCRA zonal offices in Arusha, Mwanza,
Dodoma, Mbeya and Dar es Salaam. The presence
of monitoring facilities in zones has remarkably
improved response time to attend radio
interterence hence reducing down- time period to
an affected wireless system.
As the old Swahili adage goes the unregistered
wealth vanishes unnoticed, TCRA in the bid to
track the use of this valuable resource has acquired
Spectrum Management Database System. The
database is capable to store, maintain and access
information about each individual communication
system. It also enables TCRA to conduct various
engineering and managerial analyses to ensure
spectrum efficiency, operational compliance with
technical rules and regulations and no-interference
between systems. Further TCRA has employed 16
young graduate engineers to manage these new
facilities.
Challenges
Due to proliferation of wireless equipment which
mostly operate in frequencies above 3GHz the
monitoring of frequency spectrum has become
very challenging. It is no longer effective to
monitor from one fixed point. Effective monitoring
is conducted at a site. Hence mobile monitoring
and accurate database are vital tools of the trade
today.
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BE PROUD TO BE .TZ
By: Liz Wachuka of Simbanet (T) Limited
ASS
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'l'IiL' Dtiity Ivliiiistt'rfor Infrastructure DL'z'L'lopnient Dr Ivtakoiigoro Ivlaliaiiga (secoiid rig/it), TCR1 L)irL'ctor ( Lucia! Pii/ / Ii ii \'I iiia
(third ri'/it) aiitl otlwr offi'ial briefed on SinibaNet liittr,ict S'rz'ice ()jit'rator diiri,i ICT 1/leek (r11i11itu)11s in liar e Salaaiii
echnological advancements have over time
influenced and changed people's means of
Tcommunication and the way they do business.
The Internet has increasingly become an efficient and
reliable means of communication and carrying out
business transactions. Consequently, Domain Names
provide the unique 'easy to remember' identity one
requires on the Internet for communication.
( )nc may dsk, why register a domain name?
,- A domain name gives a degree of credibility on the
I nternet as compared to using free emails such as yahoo
or hotmail. If you want to do business on the Internet, a
domain name identifying your business name is not an
option but a necessity.
-, A major advantage of the Internet is that no one can
tell if the web site is run by a large team with offices in
evera1 cities around the world, or b y one person from
their home. A good domain name can therefore
effectively put your web site on an equal footing with
large companies.
,, Domain names also improve your promotion chances
and therefore your site's visibility. Few search engines
will accept any sites without their own domain name.
,, Even if one does not require a web site, a domain
name can still be used to provide for a unique
permanent email address.
So, what is a "domain name"? A domain name is a
name that identifies one or more IP addresses. For
example, the domain name simbanet.co.tz represents
about a dozen IP addresses. Domain names are used in
URLs (Uniform Resource Locators) to identify
particular Web pages. For example, in the URL
http://www.simbanet.co.tz/index.html,
the domain name is simhanet.co.t7
uIatDI2j:;

. ., . . \... 1 .
IT'S FAST
. Download an ilP3 in 20 seconds!
IT'S AFFORDABLE
Internet from only ish S000 a month
, NO monthly subscription
IT'S MOBILE
. Coverage throughout Dar es Salaam
IT'S CONVENIENT
Install t in minutes
. Plug and play
r
L I
WITH FREE
-Mail adresses
stration
Available from the foIlowin outlets:
ZANTEL hEAD OFFICE Tel: +255 77 6006000; ACE INSTALLATIONS Tel: +255 ZZ 2667977; BIG TONE Tel: 077 5005000;
SUNRISE TOTAL OFFICE SOLUTION LTD. Tel: +255 22 2121626; TANSOFT SYSTEMS LIMITED Tel: +255 22 2113021;
CHAMP ENTERPRISES LTD. Tel: + 255 21 1 217171 ; BENAU TANAZANIA LIMITED Tel: +255 22 2122000.

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Cliildrei; jilaiiiiiç 1\J(J11 Online Taiiic- at Spidci- Cibe Caft i f Ivilo;, I iii Lhii cs Salaain.
While most people want to acquire a domain name with
a .com or org prefix it would be prudent for a business
to register a domain name that associates it to its own
cotintrv. For instance, in Tanzania one can use .co.tz,
t'.tL, tc depending on the nature of their organization.
Using .TZ gives the business an instant advantage of
being identified as a Tan7anian based outfit.
Nced1es to say, the IL name space is a pl1rely
anzanian product that seeks to promote local content
l)y making it as easy as possible for people to register
domains with the .tz extension. Research has proved
hat the ease of acquiring your easy to remember name
()fl the global name spaces such as .COM is ONE in
SEVENTY MILLION, while there is an 80% chance of
netting a similar if not better name at the .TZ name
space. In support of the .TZ promotion, SimbaNET (T)
imited has come up with a Package that will allow
businesses get a lot more value than when using other
extensions. For more details, please contact Liz of
SiinbaNEi (T) Limited on +255 22 211 2000 or send an
email to liz@simbanet.co.tz In summary, why acquire a
.TZ domain name?
'You ensure your business contacts and future clients
world wide know where your business is situated. The
tourism and hospitality industries would greatly
benefit from this.
'You advertise where you are from (i.e. you are a
Tanzanian and are proud of it!)
'You are able to ensure that you are top on search
results for investors who are specifically lcol
business partners to work with in Tanzania
"Enables you to plan ahead in terms of resource
planning (e.g. stationery, letterheads etc)
"Evokes a professional image of your organisation
unlike when you use free web based email addresses
'Enables you to be able to host your website if you so
wish i.e. http: I /www.yourdomain.co.tz
Iory rn pg 27

New Mobile Radio and Frequency
Monitoring Stations Dispatched to Zones.
(BY SEMU MWAKYANJALA)
711(' !('(('l I flit 7CR A a'qii ired A401)!lt' Radio Ia tioii ai id Fieqiici ici A/lou itori i ic S hi tioiis [luif 11a7'i 1(('l i ( 1i/Jatc11('(1 to :o, ial offi.
I ANZANIA Communications Regulatory
Authority (TCRA) has dispatched in its zonal
I offices in Lakezone based in Mwanza, Central
Zone (Dodoma), Northern Zone (Arusha) and Southern
Highlands Zone (Mbeya) four-mobile frequency
monitoring stations (MFMS), purchased recently from a
Germany based firm, Rohde & Schwarz International.
The strategic positioning of the modern-digital MFMS
will greatly improve the country's mobile radio and
frequency monitoring services. The first (old)
monitoring station, which has been in use since 1998,
will serve Dar es Salaam, Coast Region and Zanzibar.
Deployment of the State-of-the Art equipment to zones
will enable thousands of Tanzanians and other
stakeholders in the sector to enjoy getting frequency
monitoring services close to their door steps.
The problem of harmful frequency interferences would
also be greatly minimized as the modern frequency
monitoring facilities would be readily available in each
location for technical rectification of the problems.
Days are numbered for illegal users of radio and mobile
frequencies, who would be easily arrested and taken to
a court of law and prosecuted for their unlawful acts
under the advanced degree of the frequency monitoring
system.
TCRA ranks one of the highly equipped agencies
technically to regulate the Communications Sector in
Africa following procurement of the modern mobile
frequency monitoring stations, which are automatically
linked to the iain fixed station in Dar es Salaam.
The Broadcasting sector is one of the fastest growing
sectors in the country. Television Stations have
increased from 10 in year 2000 to 29 as of last year
(2006). The total number of Radio Stations has increased
from 14 in year 2000 to 47 in 2006. The equipment will
enhance monitoring of the frequencies for an improved
delivery of services.
There has been an increase in number of service
providers since the introduction of Converged
Licensing Framework on Fehrua rv id 2()O, \\llcn the
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RepubIj of Tanzania
Ministry of Infrastruct
in Collaborat. Develope
wjt
Tanzania Communict. Regulatory Authorjty( ICRA)
OPportu
World rei
Present
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Palm Hotel,
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Dar es Salaam
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The Deputy Ministerfor Infrastructure Development Dr Maua Daftari speaks during at the climax of
World Information Society Day held in Dar es Salaam on 1 7th May 2007.
Tanzania Telecommunications Company Limi ted
(TTCL) exclusivity ended.
More service providers meant higher demand for
frequency, one of the very scarce resources, which once
allocated and used are not renewable.
The five mobile frequency monitoring stations will
enable efficient and effective services of tracking and
identification of illegal users of the frequency resource.
These sthtions will increase efficiency in resolving
frequency interference, enhance and reduce the time
used to conquer and arrest them.
The Freqi encv monitoring services will he in )perat on
each station.
for 24 hours, because there
is enough equipment plus
human resource that
include the 14 electrical
and electronics
communications
engineers, whom TCRA
recruited recently from the
University of Dar es
Salaam.
TCRA engineers from
zones give progressive
report on success in
frequency adjustments to
each operator to minimize
interferences and ensure
that each operator comply
with rules and regulations
by using specific
frequencies allocated to
For example, the analysis of the technical paraim
measurements taken at Mbeya town recently, sho\
that most operators have not limited their frequen
parameters (bandwidth, and frequency offset)
indicated in their license conditions and IT
recommendations. TCRA engineers are currentl
working the technical problem.
Using the digital equipment, CRA engineers will
easily track and make technical adjustments to th
stations of Radio, TV and Phone companies, which use
equipment that doesn't conform to speci Ii ci I I o i s i ii I
standards set by TCRA in line 'ith tlic liit rn tion
Telecommunications Unions (TTL
NEWS FROM OTHER REGULATORS
ATIONS MTN NCfRIA FOR P00K KVI$
1,
he N igerian Communications Commission
(NCC) has slammed its hammer down on MTN
L Nigeria for poor services on its network after
e\ Tera1 wrning.
I lencetortli, Ni I N should submit to the commission on
weekly basis a report of its achievements on quality of
service parameters for an initial period of ninety days or
until it (MTN) improved service quality, the
commission said.
In a letter dated June 14, 2007 nd addressed o the
Chief xecutive
Oftkei ot M iN Nigeria titled: Issuance of direction t
MTN Nigeria Communications Limited Pursuant T
Section '3 (1) of the Nigerian ('ommunicationc Act,
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The Tanzania Communications Regulatory Authority (TCRA) Board Chairman Ambassador Richard Mariki (right) on a memoral
picture with President--Blaise Compaore (third rightfront-row) ofBurkina Faso and other dignitaries during African Communica
Regulatorit A iiflioriti/-T\Tetzvork (ACRA TV) Co;if 'ercucc l'cl(1 iii O11a ( ailol1ou, Iiilij 2007. Second ri(çht i ACRA 1r Cliaiij'rii 1'ilir1iii
I (111(l.
2003, NCC said it liis bìnned ill new piomuiins
encouraging more call minutes.
"In exercise of its powers contained in Sections 4 (1) (b),
53 of the
Nigerian Communication Act, 2003 and Condition 30.3
of the Digital Mobile Licence, the Commission having
also considered the appeal of MTN, hereby issues
Direction as follows:
'that MTN should not embark on any future
promotional activities geared towards encouraging
more minutes of calls in excess of its current capacity for
a period of ninety (90) days in the first instance. 'This
ha1l take effect within seven (7) days from the receipt of
his Direction".
I 1(11 \1 h' JiOtild coniply wiih IL1dlitY Ui
)J!l111kI 1 t(J in the said notice of intention to issuu
(_1 d1IChOfl and SliOLild subniit t thc (.OIflIfliSSLOI'l OH
weekly basis a report of its achievements on theLu
parameters for an initial period of ninety (90) dav
until the QoS improves. The Commission ep ck I
receive the first report oil June 25 2007;
"The Direction not to embark on future promotioiiil
activities above may
be subject to a thirty (30) day review so as to monii'
improvements in the quality of service level" th
commission said. NCC said if MTN fails to comply with
this directive, the Commission shall in accordance with
the Nigerian Communications (Enforcement Processes
etc) Regulations 2005 impose a fine of N5million and a
further sum of N.5million per day that such penalty
remains unpaid and for as long as the contravention
persists.

Know your Rights
Rights & obligations of consumers of communication services
1. Consumers' rights
Here below are some of the basic consumer rights and
obligations of consumers of communications services.
a) Access
0 A consumer has a right to have access to basic
communications services at reasonable prices.
It is a fundamental human right to have access to
communications services at an affordable price particularly
the basic services like telephone and postal.
Government and subsequently TCRA have a responsibility
to ensure that services are made available to all persons by
adopting the right policies and that the licenses issued
ensure the necessary roll out of services to all underserved a
areas and populations.
1,) Inforniatioii
0 A consumer has a right to full pre-contractual information
that is clear (understandable), helpful, adequate and
accurate on the services and choices offered by a service
provider/operator to facilitate the making of an informed
choice.
Such information should include a specification of what is
and is not included in the price quoted as well as a clear
statement on the quality of service to be provided.
TCRA has made it a requirement on all service
providers / operators that these conditions of contract be
contained in a service agreement that should be presented to
each customer before the customer utilises the service
provider's/operator's the customer utilises the service
provider's / operator's services.
0 Consumers have a right to receive information assistance
to assist them in use of services. This is particularly true
among telecommunication operators who are required to
provide directory assistance to customers.
0 Consumers have a right to have access to sector governing
i nforiation.
The information referred to in this case is information on
issues such as governing policies and legislation as these
affect the end service available to the consumers.
TCRA has developed service quality guidelines that are
required of each of the respective service provider/operator
in the service agreement.
0 Consumers have a right to receive the level of quality of
service that is quoted or stated by the service
provider / operator in the service agreement.
It has already been pointed out that the standard of service
associated with the quoted prices/changes should be made
available to the customer prior to use of services.
d) Fairness
0 A consumer has a right to fair treatment without undue
discrimination from another consumer.
Such discrimination can take the form of denial of access to
services or provision of different quality of service to
different customers paying the same amount of money.
TCRA requires that denial of access to services provided by
an operator / service provider should only be due to
delinquency of payment of dues or for non compliance with
the terms and conditions of the service provider's/operator's
service Agreement or for any other just cause. This fairness
right is also extended to consider for treatment among
groups of consumers.
0 Consumers have a right to fair terms of service.
This looks at the terms and conditions stipulated by the
service provider/operator in the service agreement as basis
of providing service. These should be fair in expectations as
well as requirements.
I
'-1W.
0 Consuniers have a right to have comparative infornation.
This information is provided to assist them in making
choices between different service providers / operators,
services and equipment.
c) Quality of Service
0 Consumers have a right to receive a service with a quality
that reflects the cost of the service (Value for money).
Consumers should receive services that are reflective of the
concept of value for money.
111
The elderli listen to a radio station in a zilla,c,
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U A ()l )111 i1d I i •igh R) ulilpidill dL)OLd qLkulily, dc!ay,
quantity and tariff with regard to the nature of the
commulli(dtion service provided.
A cosumr is expeckd to utilise or consume service
knowing on what terms the service is being provided. I I
these terms are not met, a consumer can complain.
f) Redress
A consumer has a fright to an effective system for handling
of complaints.
Each service provider/operator is required by TCRA to set
up a mechanism of resolving questions regarding servics
and conflicts with customers.
If a complaint is not resolved satisfactorily by the servic
provider/operator, the consumer can advance his/her
complaint to TCRA
g) Safety and seciirDv
U L)1L1 ic \ t 1 I .' )\ kftJ i i I i
safe and secure.
A service provider/operator must ensure that all his/her
equipment meets health safety requirements before use by
consumers and should regularly be checked to maintain this
safety. Any known health risks should be communicated to
any intending or exiting customer.
The use of the facilities or services provided should not leave
a consumer at any risk whether health or otherwise unles
such risk is a result of malpractice on the part of the
conslj mer.
h) J'rivcy
0 Every Consumer has a Right to Privacy.
TCRA has placed a confidentiality requirement on service
providers/operators to ensure and maintain confidentiality
of the content of all communications whether data or any
information that the service provider/ operator may obtain as
a result of serving a customer. This cannot be disclosed to
any third party without the Authority's written consent or by
order of competent court of law.
i) Consumer Education
0 Consumers have aright to be educated on services being
offered to them.
This education is necessary to provide them with knowledge
and skills that enable them make informed choices.
j) Notification of termination of service
0 Consumers have the right to a notification of termination of
service particularly that of a basic service or Internet access.
ICRA however requires all service providers to provide pi ior
notification to the customers and the general public of an
I ntention t( ) cease service provision clearl y speci fyi n g the
reasons.
U Liisumers have a right to make 'epresentations to th
delivering, regulating or governing the communications
services on matters pertaining to th services offered to t
.lfl(l ()!11 !fl(
It is [or this reason that '1 LRA regularly engages iii b
consultations, inviting comment/input from th
1) Billing In ...............
0 Consumers have a right to access billing information.
When a consumer is not happy with his/her bills, he/she can
follow it up with the service provider/operator to discuss the
details of his /her bill.
2, (unsti,icrs )l)11e.ltion, ni rcsjiisi it
0 0. ISU Ocis hd\ c OL)! g t . I I t
these when they fall due,
t Jt !nH4.nt.j
0 Ei h consuner has a responsibilit) ot ensuring [lid
his/her utilisation or consumption of communicatior
services is not in a manner hazardous to the environi cut.
ihc c ivironment protection is the re ponsibilitv ol C\ rv
individual on the planet. As an example of this
responsibility, a consumer should ensure that vv raps i ad
scratch cards are disposed off safely or in the appropriate
way.
c) .'\wareness
0 It is the responsibility of the consumer to be alert and to
question issues such as terms and conditions of service.
Consumers should know their rights and obligation a well
as finding out the other information available to theni
ii) Pro Activeness
0 A consumer has an obligation to he assertive so as
ensure that he/she and other users of the service(s) re eive a
fair deal.
It is wrong for a consumer to notice a weakness in a service
received or in the sector and remain lent about it.
e) Protection of communication facilities
0 A consumer has a responsibility to protect all
communication equipment and facilities within his/her
vicinity.
f ) Lawful use of services
0 Any consumer has an obligation to use services with in
limits (if the laws of the land.
Riuiatar9
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