By Mark Kawalya
In recent weeks, a wave of discontentment with telecom firms has swept across Uganda’s online platforms. Under the trending hashtag #Datatheftexhibition, citizens expressed their frustration with what they perceive as data theft by telecommunication giants. They, for example, cited instances of the abrupt and unexplained depletion of mobile data allowances. Despite official statements from leading players like Airtel Uganda and MTN Uganda, public sentiment remains largely dissatisfied.
Airtel Uganda’s Response
Airtel Uganda’s recent statement emphasized the rollout of their new “Data Manager” feature integrated into the MyAirtel App. This tool allows users to monitor their data consumption on a daily, weekly, and monthly basis. This is intended to improve data use transparency.
However, criticisms still remain. Many think Airtel has merely placed the burden on consumers to actively engage in monitoring their usage. Doubts still linger on the efficacy of the data manager in capturing all potential data deductions. Many Airtel Uganda users are still skeptical. The efficiency of the data management tool has not been verified, leading to wider dissatisfaction.
MTN Uganda’s Response
MTN Uganda’s acknowledgment of the #Datatheftexhibition as a “civic-led action” and their expressed commitment to addressing “specific queries” fall short of addressing their clients concerns. The lack of tangible solutions provided led many to believe MTN’s response was merely PR. While they mention utilizing existing customer support avenues like Twitter and toll-free lines, user experiences suggest these channels are inadequate for addressing grievances effectively. For many MTN clients, these existing channels are not sufficient to handle the large volumes of the problem.
Regulatory Intervention
The Ugandan Communications Commission (UCC) has intervened, pledging to safeguard consumer interests and ensure fair service provision. Their strategy revolves around enforcing existing regulations and enhancing consumer awareness. However, doubts exist regarding the UCC’s capacity to hold telecom firms to account. The reactive nature of their approach is also not favorable in comparison to a more proactive stance.
Addressing the issue requires a multifaceted approach comprising:
• Conducting Independent Audits: The UCC should commission impartial audits of telecom firms’ data billing systems to ensure transparency and detect anomalies.
• Implement Standardized Reporting: introducing uniform data reporting formats across operators would facilitate easier comparison and identification of discrepancies.
• Promote Consumer Choice: Encouraging the emergence of Mobile Virtual Network Operators (MVNOs) could foster competition and drive improvements in data offerings and customer service.
• Deploy User-Friendly Solutions: Developing USSD-based tools or SMS alerts for data monitoring would cater to users without smartphones or app access, enhancing inclusivity.
