The Uganda Communication Commission (UCC) is urging telecom operators and internet providers to be more transparent about their data processes to address customer complaints about data inconsistencies.
During a recent meeting, Nyombi Thembo, the UCC executive director, emphasized the importance of protecting consumer rights while supporting industry growth.
He highlighted consumers’ rights to receive good services, privacy, clear billing, and the ability to resolve complaints. Thembo stressed that service providers must clearly explain terms and conditions to customers and quickly address any issues they have.
To help consumers, the commission is developing ways for people to track their data usage trends themselves. They believe this will reduce complaints about data problems.
David Birungi, Airtel’s head of communications, recognized ongoing complaints despite efforts to educate customers, attributing issues to smartphone users’ lack of understanding.
Airtel plans to improve customer education and community outreach.
Regarding data costs, Birungi noted Uganda’s competitive rates but suggested reducing smartphone taxes to boost adoption.
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