Hon. Thembo Nyombi, the Executive Director of the Uganda Communications Commission (UCC), has publicly addressed the escalating frustration among Ugandan consumers over discrepancies in data usage with telecommunications providers.
Addressing the mounting complaints, Nyombi recognized the concerns voiced by users who report instances where data appears to vanish or deplete at an unexpectedly rapid rate.
"In my capacity at UCC, I acknowledge the multiple complaints regarding data usage specifically issues where data seems to vanish or deplete faster than anticipated," stated Nyombi during a recent press briefing.
Nyombi underscored that consumer protection falls within the regulatory purview of the UCC, emphasizing the importance of resolving these issues promptly.
"Consumer protection is indeed one of UCC's regulatory mandates, and these issues require resolution. However, given the sensitivities involved, a formal process must be followed to address these disparities conclusively," Nyombi reiterated.
To provide recourse for affected consumers, Nyombi outlined steps for individuals encountering data usage discrepancies to take action.
"If you encounter discrepancies with your data usage, the first step is to contact your telecom provider directly and file a formal complaint," Nyombi advised. "As part of your complaint, you can request a comprehensive data usage audit for the period."
He stressed the significance of consumers initiating the data usage audit for their mobile numbers to ensure their data privacy is upheld.
"As a consumer, it is essential to know that you must initiate the data usage audit regarding your mobile number. Doing so gives permission for your data usage to be examined while safeguarding your data privacy," Nyombi emphasized.
For those dissatisfied with the outcomes of such audits, Nyombi provided avenues for further assistance, echoing recent incidents involving prominent figures like singers Bebe Cool and Azawi, who faced similar challenges with their data bundles.
Bebe Cool had threatened legal action against Airtel Uganda after his 22GB data bundle depleted rapidly, despite minimal usage.
"On January 16, at around 9.56pm, I entered into a prepaid contract with your company to purchase 22GB of monthly data at Shs50,000 (Shs2,000). It is your operational policy that mobile data bundle depletion depends on a customer's internet usage based on the volumes of the megabyte file browsed," said the singer via his lawyers.
Similarly, Azawi highlighted the swift depletion of her data bundle within a short timeframe, raising questions about transparency in data usage policies.
The telecom disputes, including those from notable figures, reflect broader frustrations among Ugandan consumers, underscoring the need for telecommunications companies to provide transparent and accountable services regarding data usage.
