By Marcus Bangura
Reliable sources have confirmed that the Parliament of Sierra Leone, through its Parliamentary Committee on Communications, is summoning both the National Communications Authority (NaTCA) and mobile operators to a meeting scheduled for Friday, 15th November 2024, in Committee Room No. 1.
In light of this, C4D Media contacted Augustine Samba, one of the Public Relations Officers at the Parliament of Sierra Leone, who confirmed that the summons is related to Parliament’s concerns over the recent tariff increases for mobile data, which were implemented without prior consultation. “This hearing could mark an important step toward improving consumer protection in Sierra Leone’s telecommunications sector,” experts suggest. A civil society activist with focus on consumer protection added, “The decision to summon mobile operators and NaTCA comes at a time when consumers in Sierra Leone are increasingly dissatisfied with the quality of services offered by mobile network providers.”
Telecommunications is a vital sector in Sierra Leone, with mobile phone usage playing a central role in daily life. With an increasing number of citizens depending on mobile phones for communication, banking, and accessing essential services, the role of regulators like NaTCA in ensuring fair practices has never been more critical.
Section 11(1) of the National Communications Authority Act, 2022, establishes NaTCA as the body responsible for regulating and monitoring communication services in the country. This includes protecting the interests of consumers and users of electronic communications, ensuring access to information, and regulating the interoperability of public communication networks. NaTCA is also tasked with overseeing the ICT sector and supporting the implementation of the Universal Access Policy. Despite these responsibilities, however, NaTCA has been criticized for its perceived lack of action in addressing consumer grievances, undermining the universal right to communication through reliable internet connectivity.
Similarly, the Universal Access Development Fund, initially part of the National Telecommunications Commission under the Telecommunications Act of 2009 (as amended), has also fallen short in improving internet services in unserved and underserved areas, contributing to poor network coverage in the country. NaTCA’s primary responsibility is to protect consumers, oversee pricing, set service standards, and enforce the conditions outlined in mobile operators’ licenses.
Consumers have long voiced frustration over persistent network connectivity issues, including call drops, poor signal quality, and slow internet speeds. These problems have a significant impact on communication and online access, especially in rural areas where infrastructure is underdeveloped. Additionally, consumers have expressed concerns about rising tariffs, inadequate network coverage, frequent service outages, and subpar customer service—all of which negatively affect their experience.
These concerns have sparked widespread discussions, with many criticizing the lack of effective regulation and enforcement. While regulations do exist, mobile operators have been accused of neglecting consumer rights, with complaints about hidden charges, inconsistent service quality, and limited support. This has led to growing public dissatisfaction and calls for stronger oversight and accountability.
NaTCA, as the regulatory body overseeing the telecommunications sector, has faced criticism for not acting swiftly enough on consumer complaints. This has raised questions about its ability to enforce regulations effectively. As the authority responsible for maintaining fairness in the market, NaTCA is under increasing pressure to ensure that mobile operators comply with legal and ethical standards, safeguarding consumers from exploitation.
For many Sierra Leoneans, reliable network service is essential for both personal communication and access to vital online services. The ongoing connectivity issues have left consumers frustrated and dissatisfied. Another major concern is the appearance of unexpected charges on mobile bills. Consumers have reported unauthorized charges, which has led to confusion and distrust in the billing system. In some instances, subscribers claim they have been billed for services they did not request or use. These discrepancies have raised concerns about transparency and the need for clearer communication between mobile operators and their customers.
In addition to technical and financial issues, there is widespread dissatisfaction with the quality of customer service provided by mobile operators. Complaints about poor customer support, long response times, and unhelpful representatives are common. Many consumers have expressed difficulty resolving issues or obtaining clear information about their accounts. This lack of timely and effective support has contributed to a growing sense of frustration and a feeling of being underserved by telecom companies.
Given the challenges facing the telecommunications sector, it is not surprising that Parliament has summoned both the regulatory authority and mobile operators. The parliamentary inquiry represents a significant opportunity for the government and the telecommunications industry to address these pressing consumer concerns. For consumers, it signals the potential for greater accountability in the sector, with hopes that NaTCA and the mobile operators will be compelled to address these issues and improve the overall quality of service in Sierra Leone. The outcome of this hearing could pave the way for stronger regulations, better enforcement of consumer rights, and more transparent practices across the industry.
As Sierra Leone’s mobile telecommunications sector continues to grow, ensuring that consumers are protected remains a critical challenge.
In an interview with C4D Media, consumers expressed their dissatisfaction with the poor network service and their hopes for improved service quality standards, price transparency, and regulatory enforcement. Consumers are calling on the Parliamentary Committee on Communications to hold NaTCA and mobile operators accountable for raising mobile tariffs without informing Parliament or the public. They argue that mobile tariffs should be reduced to benefit all Sierra Leoneans. If the Committee acts to strengthen regulatory oversight, it could lead to improved service quality, greater pricing transparency, and a more accountable telecommunications sector. Additionally, if the inquiry results in stricter regulations and enforcement, mobile operators may be required to enhance their customer service standards, offering more timely and efficient assistance to subscribers.
Ultimately, consumer protection is about ensuring that the benefits of modern telecommunications—such as fast internet, reliable communication, and access to services—are available to everyone, regardless of location or socioeconomic status.
As Sierra Leone’s telecommunications sector continues to expand and modernize, prioritizing the rights and interests of consumers will be crucial. The outcome of this inquiry could pave the way for a stronger regulatory framework that promotes both consumer rights and the growth of the sector.
