BOCRA audits mobile operators billing platforms
Keikantse Lesemela | Friday April 4, 2014 15:24
BOCRA communications Manager, Jericho Keletso explained to Mmegi that audit of Telecommunications Operators billing systems to be done in the BOCRA financial year 2014/15 commences in April 2014 and ends March 2015. He said this audit would be done in December 2014.
“The Authority periodically conducts such audits as part of the regulatory function to ensure consumer protection,” said Keletso.
He said a tender for the audit will be published and the time frame will depend on the bidders’ submissions.
The audit follows recent parliamentary questions on mobile billing platforms used by telecommunications operators. Members of Parliament revealed that there was a general concern that subscribers are sometimes charged for unanswered calls. The Minister of Transport and Communications, Nonofo Molefhi said mobile phone companies are not allowed to charge for a call that has not been established but can only be charged when the call is passed to the voice mail.
“Customers who are charged for unanswered calls should take up the matter with the concerned mobile phone company following its complaint procedure and if that is not resolved it can be escalated to BOCRA,” said Molefi.
Molefi stated that there are instances where customers are being charged for unanswered calls. “I am happy to be given that information so that I take the issue with the regulator to correct this anomaly,” he said.
However, the mobile phone market is competitive and mobile phone companies are expected to charge different prices for the benefit of the consumer, therefore companies choose to differentiate themselves in view of pressure from competition and also how the company wishes to satisfy its customers.
BOCRA assesses the proposed mobile phone charges and either approves or counter-proposes to ensure the charges are cost-oriented. After approval the authority constantly monitors the operators to ensure adherence to the approved charges.
“Customers are also encouraged to check their bills in order to ensure that they are charged using the approved tariff,” Molefi said. He explained that mobile phone companies are in turn required to disclose the approved mobile phone charges to their customers. Disclosure is done by presenting various packages and options for sale to the public and by information provided via the operators website, leaflets, brochures and newspapers.
“Where a customer believes that he or she has not been charged in accordance with the approved tariff, he has a right to bring the matter to the attention of the service provider concerned.”
Non-compliant operators will be advised to correct their billing systems and BOCRA will seek validation of such correction from the Operator.