The Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) has ordered NetOne to refund its subscriber amidst indications that subscribers were no longer reaping benefits as One Fusion had promised.
NetOne customers who bought One Fusion were facing challenges of downloading Facebook videos. Answering the customers’ call, Potraz issued a directive advising the company to reimburse them.
“The Authority has noted the billing challenges you are facing with the One Fusion product. We have also noted that you have sent communication to your subscribers advising and admitting the same challenges.
“Given the extent and magnitude of complaints raised to the Regulator by the subscribers we hereby direct you to compensate the affected consumers in accordance with the prejudice they endured. This is done in the spirit of promoting the consumers’ right to complain and redress,” said the regulator.
Potraz also asked for the database of affected customers.
“Accordingly, you are further requested to provide the Authority with a database of affected subscribers that provides details of the subscriber including the name, number, and the extent to which each of them was affected in monetary terms and the compensation levels extended to the affected subscribers.
The database will serve as a red tape tool to ensure that customers are paid. “The database will enable us to conduct an audit trail on whether all affected subscribers have been compensated accordingly,” the regulator said.
With the deadline February 28 fast approaching, the company should submit a plan to mitigate future challenges.
“The database should be submitted to the Authority by 28 February 2018. You are also advised to furnish the authority with measures that you have put in place toensure that challenges of this nature will not recur,” stated Potraz.
The move is in line with the recent utterances by Potraz Director General that they take consumer matters seriously and they want to protect them from the service providers should they feel they is need to do so, in the spirit of the consumer rights .
The minister of ICT postal and Courier services, Hon Supa Mandiwanzira has also been on record to say all mobile networks must adhere to the book without selectively applying the law, a first time move seen against state owned enterprise.