Consumers' Right to Complaint

They can seek redress for losses from mobile telephone operators, TRB or the Justice Department.

Information from the Telecommunications Regulatory Board (TRB) indicates that by virtue of Law No. 2010/013 of 21 December 2010 governing electronic communications in the country, consumers of products and services of electronic communications have the right to adequate information concerning the conditions for service provision, the rates and other related charges and the right to non-discrimination regarding access and conditions to use the services.

He also has the right to responses from the service provider to his complaints as well as right to compensation for damages arising from the violation of his/her rights.

However, the consumer has the obligation to properly use the electronic communications services, equipment and networks at his disposal and to communicate to the relevant authorities, the irregularities and illegal acts committed by the service providers and to be identified.

The consumer or consumer protection institutions which believe that their rights are not being respected can complain to the operator either in writing or calling the customer service, the Telecommunications Regulatory Board or the justice department within the framework of the law on consumer protection.

Consumers must be clear and precise in their claims (date, place, time and even second if possible).

TRB sources say if a consumer's complaint is not resolved or if a satisfactory solution is not given, the consumer can submit a written complaint to TRB or call 1515 for it to follow up the claim and in collaboration with the operators to find appropriate solutions.