Scenario i: I thought living in a high-rise apartment in a bustling neighbourhood will save me from suffering headache caused by poor quality coverage. I never thought I could be so wrong. I get a very weak cell phone signal. This is undesirable as I rely so much on my mobile phone to stay connected with family and friends. I believe that my service provider should provide me with information about the coverage and the likes.

Answer i: Before subscribing to any service provider, customer needs to first determine both indoor and outdoor coverage of his or her location. If the coverage information provided is not sufficient, customer can contact the respective service provider for more details. This allows the service provider to review any future coverage enhancement plans such as new site, upgrading and optimization.

 

Scenario ii: I’ve been experiencing poor coverage for the past six months. No incoming or outgoing calls and SMS can be received or made most of the time, despite the presence of a telecommunication tower in the neighbouring area. When I signed up for this service, I thought I will get the optimal coverage in the area. I wasn’t made aware of the bad reception and service unavailability in my area when making the decision to subscribe to this service. If this situation persists,
I may have to rethink my options.

Answer ii : Customer should lodge a complaint with the service provider promptly so that the service provider can rectify the issue. There are several options available for the complainant i.e. he or she can either wait for the service provider to upgrade their facilities or opt to port out to another service provider.

 

Scenario iii: I’ve been facing some issues such as dropped calls and poor reception at my workplace which prevent me from fully utilizing the service that was promised to me. I’ve lodged the necessary complaint with the service provider and I am now waiting for the company to fix this issue promptly.

Answer iii : For dropped calls and poor reception cases, the service provider needs to conduct several tests to determine the root cause of the issue. The test may involve considering the number of complaints received from the same area
and conducting site visits. Further investigation will be conducted and upon completion of the same, the service provider will advise the complainant on the next course of action or resolution.

 

 

 GCC GUIDELINES:

Part 2:  B. Description of a Service

1.9 (a) Before entering into a contract, a Service Provider must make available sufficient description of the Services in plain language and avoid the use of technical jargon, except where necessary. On the request of a Consumer, a
Service Provider must, in so far as the Service Provider is aware, inform the Consumer what other products and services are necessary in order to use the Services that the Consumer intends to acquire from the Service Provider.

 (b) The Service Provider shall provide information on performance details of the Service such as coverage maps.

Part 4: Responsiveness

4.3 Customers must be advised when they make a complaint, or within seven (7) working days, of receipt of the complaint of the complexity of the investigation and a timeframe for the possible final determination of the complaint.