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Procedures For Lodging A Consumer Complaint Consumers of telecom services - who are not satisfied with services rendered to them by their service providers, have the right to redress by lodging formal complaints.
The filled CCFs and complaint letters must be forwarded to any of the NCA offices listed below: HEAD OFFICE, ACCRA The Director General, National Communications Authority 1st Rangoon Close P. O. Box CT 1568 Cantonments, Accra. Tel: 0302 776621/0302 2771701 Email: complaints@nca.org.gh TAKORADI The Zonal Manager, National Communications Authority P. O. Box SL 409, Sekondi. Tel: (+233) 3120-28073/3120-28049 Fax: (+233) 3120-28063 Email: complaints.takoradi@nca.org.gh TAMALE The Zonal Manager National Communications Authority P. O. Box TL 1590, Tamale Tel: (+233) 372028103-5 Fax: (+233) 372028102 Email: complaints.tamale@nca.org.gh KUMASI The Zonal Manager National Communications Authority P. O. Box KS 10768, Kumasi Tel: (+233) 322-20014 (+233) 322-20018 (+233) 322-20019 Fax: (+233) 3220-20064 Email: complaints.kumasi@nca.org.gh Ques: What information must be provided in my formal complaint? Ans: You must state your name, address, phone number(s), fax, e-mail, name of Service Provider and the type of complaint. You must give a brief explanation of the circumstance that led to your complaint, stating the time and date you lodged your first complaint with the Service Provider. Copies of any relevant supporting documents such as service agreement, bills, contracts, promotional leaflets etc which would assist in our investigations should be provided. Ques: What happens when a consumer's complaint is received by NCA? Ans: The NCA analyses the complaint and starts investigations immediately. Where the Authority is satisfied that the service provider has breached the terms of its contract with the consumer, or contravened the provisions of the Electronic Communications Act, the Authority will file a formal complaint with the Service Provider and give feedback to the Consumer. Ques: Will the NCA get back to the consumer on the outcome of the complaint? Ans: Yes, where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail otherwise he/she will be communicated to in writing, on the outcome of the review. Ques: Do I have to pay for this service? Ans: NO! All services rendered by the Complaints Unit of the NCA are FREE OF CHARGE. Ques: Can an aggrieved consumer sue the service provider in a law court over a breach of contract? Ans: Yes, However, in line with the provision of the Electronic Communications Act 2008 Act 775 84 (1), a dissatisfied consumer should first seek redress with the Service Provider and if unresolved report to the NCA. A court action may be considered a last option.
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