Consumer protection regulations kick in

[tinman]

End-user and Subscriber Service Charter Regulations come into operation today

Consumer protection regulations kick in

 

[davemc]

I am awaiting the next article ... lets see how protected all the money so far spent on this has made us.

 

[Jacques]

here's the regulations:

http://www.greengazette.co.za/docs/... 32431 of 24-Jul-2009, Volume 529 No 9128.pdf

Who are the ECS or ECNS licensees?
(that this would apply to)

 

[Lazy]

I am awaiting the next article ... lets see how protected all the money so far spent on this has made us.

+1

 

[rpm]

Who are the ECS or ECNS licensees?
(that this would apply to)

Basically all ISPs and telecoms operators. Anyone who provides an electronic communications service.

Dominic may be able to give you a far stricter definition

 

[dominic]

will provide some guidance on this shortly but for now you are a little quick out of the blocks - 30 days = 30 working days so these will kick in in the first week of September (around the 3rd or 4th)

...not that you should anticipate any earth-shattering results.

 

[gboy]

does this incl web hosting company's ?

 

[Inevitable]

So how do I make use of this? I've had to telephone line for 2 weeks!!!

 

[Pyro]

Anybody have a short version of what the CRP actually means to the man on the street?

EDIT: Ok seems pretty simple to begin with...

4.1 - ECN Availability: AVG 95% availabilty over 6 months.
4.2 - EC Availability: AVG 95% availabilty over 6 months.
4.3 - Must meet requests for installation and activation - for qualifying service applicants - 90% in 30 days, 100% within 40 days of request.
4.4 - Activation time - 90% within 7 days, 100% within 15 days.
4.5 - If unable to provide serive, must provide reason within 7 days.
4.6 - connectivity failure rate must not exceed 3% within 6 months.
4.7 - Operator assisted calls must be answered within 3 minutes (on average) over a twelve month period.
4.8 - Networks must be monitored 24/7
4.9 - Fault clearance - 90% within 3 days, 100% within 6 days.

And if they stuff this up, they'll have to pay R500k for the first case, and R50k for every one thereafter.

---

5.1 - They must inform your where you can complain, give you a reference number within 3 days, and resolve the problem in 14 days.
5.2 - Unsatisfactory resolutions can be escalated, and these must also be resolved within 14 days.

---

I assume this means Calendar days, or was it otherwise mentioned in there?

 

[Jacques]

Unfortunately the regulations do not seem to say what would be a valid reason for not being able to provide (install/activate) a service:

4.5 - If unable to provide service, must provide reason within 7 days.

 

[rpm]

will provide some guidance on this shortly but for now you are a little quick out of the blocks - 30 days = 30 working days so these will kick in in the first week of September (around the 3rd or 4th)...not that you should anticipate any earth-shattering results.

Thanks for the feedback Dominic. Asked ICASA for feedback on these issues as well - waiting for comment.

 

[JNS1975]

My understanding:

ECNS - Anyone who constructs an electronic communication network (MTN).


ECS - Companies providing a service off the ECNS networks (Like Nashua Mobile)

 

[JNS1975]

Consumer protection regulations not kicking in yet - Spoke to ICASA rep, the act will be in place 30 "working" days from date of publication (25 of July 2009). So it will kick in officially early September.

 

[Mouse]

So how does icasa find out who's complained and whether they received proper service or not to fine the relevant company?