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This year, the theme chosen by Consumers International to celebrate World Consumer Rights Day on March 15 focuses on mobile phone services.
The use of mobile phones has risen incredibly and spread to almost every country in the world. The number of people who use mobile phone services is now nearing seven billion.
Consumers International has chosen this particular topic to evaluate and question the quality of mobile telephony services consumers are receiving. Mobile phones have evolved from telephones to mini-computers that give consumers access to information and services.
The issues Consumers International wants to address vis-à-vis mobile telephony concern the following:
1. Provide consumers with fair contracts explained in clear, complete and accessible language
Consumers should be provided with clear information on the conditions of the contract they are committing themselves to, and service providers should be aware that they cannot include unfair terms in consumer contracts. This will enable consumers to make informed buying decisions.
Some examples of unfair and unclear contracts include instances where consumers are not provided with complete information about their contract; hidden provisions for automatic subscription renewals; consumers are not clearly informed that by signing a contract they are bound to a specific period of time; unfair penalties for switching or terminating the service.
2. Provide consumers with their money’s worth
Consumers rightly expect that the service they are paying for is consistent and reliable. Examples of poor service include mobile coverage where mobile connection is inconsistent and fluctuating, thus consumers cannot use their mobiles in certain areas; and service dropouts where consumers experience slow mobile internet access or mobile applications that crash.
3. Provide consumers with fair and transparent billing
Consumers should not be billed for services they did not request, and there should be no hidden charges. Their rights are also compromised when they are charged a higher fee than the one advertised.
The charging scheme should also be explained clearly to consumers to avoid getting confused by complicated pricing tariffs and ending up paying more than they actually thought they would pay.
4. Provide consumers with power over their own information
Telecommunication providers and regulators must both protect personal data consumers give in order to use mobile services. While giving consent to using personal data can enhance the experience of using a mobile phone, it can also compromise the consumer’s right to safety. Consumers must be able to set the terms of how this data is used.
5. Listen and respond to consumer complaints
Mobile telephony service providers must have an effective complaint system and do their utmost to solve complaints. When a solution between the two parties is not reached, consumers should have access to redress mechanisms to ensure they get what they are legally entitled to.
Many still do not know who can help them when they have a problem. As a result, disputes are often left unresolved.
Consumers International calls for stronger policies on regulation of mobile telephony providers and also stronger policies on dispute resolution.
This year, the Malta Competition and Consumer Affairs Authority will be joining Consumers International in highlighting problems and challenges faced by consumers using mobile phone services. The MCCAA will be doing this through two main activities.
The first will be a soirée for families at the Grand Hotel Excelsior, Floriana, on Friday from 6 to 8pm.
Apart from entertainment and information on consumer rights, Consumer Rights Minister Helena Dalli will be presenting prizes to students who participated in consumer competitions through the monthly school magazine Sagħtar.
The second activity is a seminar that will focus on the theme ‘Do you know the content of your mobile phone contract, or haven’t you even read it?’ The half-day seminar will be held on March 14 from 8.30am to 1pm at the Mediterreanean Conference Centre, Valletta. Entrance is free.
It will provide information on mobile telephone contracts, billing, terms and conditions and switching service providers.
This is the fifth seminar being organised by the MCCAA under the ESF 4.163 Consumer and Competition Awareness Campaign. Attendees are required to register either online at www.mccaa.or.mt by calling the authority on 2395 2000.
odette.vella@mccaa.org.mt
Ms Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.