Consumer Rights & Obligations
The consumer shall receive
- Access to basic telecommunication services for instance: internet, texting, inbound and outbound voice dialing, at minimum service requirements and reasonable rates determined by the NCA.
- Protection from unjust tariffs and business practices by licensees that might include deceptive advertising and coercive competitive behavior.
- Clear and elaborate information about available products and services along with their rates, and terms and conditions of engagement.
- Liberty to select a service provider of choice and pick from the available packages they offer.
- A say in what product or service they get to pay for; that being only what they use.
- Protection of personal privacy and against unauthorized use of personal information by service providers or any other parties.
- Equal access to quality telecommunications services at the same rates as those within their vicinity regardless of any status whatsoever.
Consumer Obligations
Familiarize with and abide by any safety or security requirements pertaining to the use of communications systems and service
Use communications systems and services in the appropriate manner, without abusing them
Make reasonable decisions in exercising their right of choice.
Familiarize with and honor their obligations under any contract entered into with a product supplier or service provider.
Licensee Obligations to Consumers
- A list and description of the equipment and services it offers, including the rates, terms, and conditions for those equipment and services.
- Service quality levels offered, the waiting time for initial connection and where applicable, service areas and coverage maps.
- For subscription services, a sample contract for the services provided, and specific and clear information regarding contract cancellation, and where contracted quality service levels are not met, whether refunds or other arrangements are offered.
- Where a licensee offers consumers equipment in connection with the service, information with regards to contractual warranties relating to those equipment (if any) as well as specific information regarding maintenance services for those equipment including sample contracts for those equipment.
- The commencement and termination dates of contracts, and where applicable, renewal of contracts as well as a description of every component service or product included with the service.
- Services that are bundled together such as services from third parties.
- Disconnection and reconnection policies of all services in the contract and any applicable fees.
- Terms and conditions that may apply to a refund of any deposits to the consumers.
- The licensee’s Complaint handling process and methods for resolving disputes for both postpaid and prepaid services.
- A licensee shall provide contracts in electronic (digital) or paper format in English and upon request, in one of the official regional working languages in the Republic of South Sudan.
- The information required in contracts shall be delivered to consumers by email, text message or other preferences as agreed to with the consumer.
- A licensee shall provide pricing and rate information to the consumer in clear, understandable, and accurate language on a website that is dedicated to pricing and in writing at service centers or on demand text service using short code.
- A licensee shall have the obligation to service continuity and where any interruption is envisaged, due notice should be provided to consumers.
- In providing access to Telecommunications Services, a licensee shall have the obligation to ensure no discrimination against all consumers in any form of denial of access to services or provisions.
- A licensee shall provide to consumers who inquire about services free of charge, in electronic format, full pre-contractual information about their services in language that is clear, understandable, helpful, and accurate in English, or any suitable language of communication.
- The pre-contractual as well as service contractual information provided by a licensee to consumers must include, at a minimum, the information provided below.
CUSTOMER SERVICE
How can we help you today?
Welcome to our help center! We are here to assist you with any questions or concerns you may have. Our team is dedicated to providing excellent customer service and we will do our best to resolve any issues you may be experiencing
