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THE Postal and Telecommunications Regulatory Authority of Zimbabwe has released the Consumer Protection Guidelines draft which will assist consumers and communication service providers in Zimbabwe to understand their rights and obligations when buying or selling communication services.
According to Potraz, this set of guidelines has been availed to the public to solicit their opinion on the document.
The responses will be tabled for discussion at a consultative workshop to be conducted in Harare on September 18.
Potraz said that they produced the draft as part of its consumer protection framework.
“In line with its mandate to promote the interests of consumers, purchasers and other users in respect of the quality and variety of postal and telecommunications services provided and telecommunications apparatus supplied, as provided for in the Postal and Telecommunications Act (produced the document part of its mandate under the Postal and Telecommunications Act (Chapter 12:05).
“These guidelines are not a law but are intended to guide consumers and service providers in best practice consumer relations.
However, Potraz may determine to issue binding regulations in the form of regulatory notices, circulars and directives if it deems that consumer protection is not satisfactorily attained and maintained,” said Potraz in the CPG draft accessed on their website.
In the document, Potraz says it will continually review these guidelines and the consumer protection framework in line with market developments, consumer preferences, technological developments and the laws of the country in consultation with stakeholders.
The regulator added: “Additional regulations may be issued or where possible and necessary, regulatory enforcement actions will be taken if the regulatory authority deems that the objectives of these guidelines have not been met or that consumers are not adequately protected.”
Potraz also said that it will continue to formulate strategies to promote and enhance competition within the telecommunications, postal and courier sectors in order to provide consumers with increased choice of services, widespread availability of services, improved quality of service, and more affordable prices.
“The objectives of this draft are to enhance awareness of consumers about their rights as well as providing them and service providers with a clear understanding of what they should expect from each other,” Potraz said.
The draft also gives guidelines to service providers on how they should respect and protect consumers’ rights.
It also encourages best practice by service providers and promotes the provision of high quality services to consumers and outlining how the regulatory authority will communicate with consumers and the industry.
Online Reporter