Customer Center : FAQ
Consumers of Communication services:-
Simu (iliyowekwa na bila waya), kadi za simu za kulipia kabla, huduma za mtandao, huduma za mtandao wa satelaiti (huduma za ndani za VSAT); na huduma za posta ambazo hazijaridhika na huduma inazopewa na waendeshaji wowote ina haki na uhuru wa kutomaliza kurekebisha hali hiyo kupitia kupeleka malalamiko kwa Mamlaka ya Udhibiti wa Mawasiliano Tanzania (TCRA) baada ya kuchunguza uwezekano wote wa kushughulikia suala hilo na huduma hiyo. mtoaji.
Tafadhali soma kwa uangalifu taratibu, ambazo zimeainishwa hapa chini katika fomu ya maswali na majibu yanayoulizwa mara kwa mara.
Consumers should first of all, contact the company agency or service provider whose services or products they are not happy or satisfied with. In event that the service provider does not satisfactorily solve the problem, he can now proceed to file a written complaint with TCRA.
A complaint to TCRA must be in writing. The complaint must fill in Complaint Forms in triplicates, which must of necessity be readable, clear and to the points(s). Every complaint should be addressed to TCRA as follows:
Tanzania Communications Regulatory Authority (TCRA)
20 Sam Nujoma Road
P.O Box 474
14414 Dar Es Salaam
Tel: +255 22 2199760 - 8; +255 22 2412011 - 2
Mob: +255 784558270 - 1
Director General Direct Line: +255 22 2199769
Fax: +255 22 2412009 / +255 22 2412010
The particulars in the complaint should include complainant contact address (including name, address, phone number, Fax, e-mail) and the problem he/she is facing and its duration. A brief explanation of the circumstances that led to the complaint, name of the service provider and their respective contact address. Please also attach evidence of previous communications with the respective service or goods provider.
The complaint is analysed and investigated immediately. TCRA has an established and dedicated Consumer Affairs Unit (CCU) to handle complaints in communication sector. This unit reaches out to the service provider complained against with the aim of investigating the complaint. If the CCU is satisfied that the service provider breached terms of its contract with the consumer, or acted contrary to its licence and or TCRA regulations, the Authority shall take appropriate action without delay which in most instances will get the service provider to amend the situation .
Yes of course. In the first instance the unit has the obligation of acknowledging receipt of the complaint and advising the consumer on the steps being taken. When investigations are concluded, feedback will be communicated to the complainant in writing within thirty to sixty days.
No! The services of the complaints handling are rendered FREE OF CHARGE. “So take advantage of us, so that we can help you.”
No. The Act that established the TCRA requires that all complaints relating to consumption of communications goods and services should be addressed through the TCRA and are appeal able to Fair Competition Tribunal (FCT) whose decision is final. However at the TCRA, dialogue and peaceful negotiations are preferred and should be fully explored before resorting to protracted and costly litigation. TCRA's mandate is to work out an amicable resolution of differences and disputes between services providers and consumers.
These include the following amongst others:
- - Wrong bills
- - Arbitrary disconnection of lines
- - Nonchalant attitude towards genuine complaints
- - Poor service delivery
- - Untruthful and deceptive advertisements
- - Supply of sub-standard equipment
- - Bare-fare exploitation
- - Intrusion of privacy
- - Violation or non delivery of mail
- - Delayed restoration of service
- - Unreliable service, etc.
Yes! Whereas consumers have got rights, they too have obligations to fulfil. Their Obligations and responsibilities include
- - Prompt payment of bills
- - Ensuring that utilisation of communications services is not in a manner hazardous to the environment or other users
- - Respect contracts and SLAs
Yes! TCRA is a government agency with independent status to effectively regulate the activities of operators, suppliers, and consumers in the communications sector.