MTN to compensate customers

Mr Paarock Vanpercy (left), Director General of the NCA; Mr Serame Taukobong, MTN CEO.Mr Paarock Vanpercy (left), Director General of the NCA; Mr Serame Taukobong, MTN CEO.Ghana’s largest mobile network, MTN, says it will offer a percentage of its service charge to compensate its subscribers who were affected by network disruptions last week.

An e-mail in response to Daily Graphic enquiries said, “The mobile licence granted by the NCA to all telecommunications operators sets out what the licensee is obligated to do for its subscribers in the event of a planned or unplanned disruption to its service.

“We wish to assure our customers that, in accordance with the requirements of MTN’s licence, we will offer a percentage of the service charge to our cherished subscribers who were unfortunately affected by the unplanned network disruption.”

Last week was frustrating for millions of MTN subscribers who could not make calls, top up credit or use data bundles.

The National Communications Authority (NCA), in response to the service disruptions, directed MTN to compensate its subscribers.

The Daily Graphic of Monday, August 20, 2013 reported that aside the directive to compensate its customers, MTN was also slapped with a more than GHc1 million fine for inaccurately reporting  international traffic figures.

The NCA has also blocked moves by the MTN to acquire an additional 13 million lines.

Addressing the issues, the company said it was communicating with the NCA on the plan to be adopted in undertaking the compensation exercise and would soon inform subscribers about any decision arrived at.

On the alleged inaccurate reporting of international traffic figures, as well as the request for ‘extra numbers’, the e-mail said, “MTN has been working closely with the regulator on these matters. Investigations and discussions are ongoing.”

Explaining the challenges encountered last week that resulted in the service problems, the e-mail, sent by Ms Afua Serwaa  Boateng, MTN’s Media Relations contact, said, “MTN subscribers in the past few days have, indeed, been inconvenienced due to an extensive ongoing modernisation and transformation in line with our network strategy of improving our services.

“During the process, the network interface link connection on the switch experienced intermittent errors resulting in the links failing. As a result, voice and data service delivery were affected, which made it difficult for subscribers to make and receive calls, as well as data and SMS.

“The issue has since been resolved. We sincerely apologise to our valued customers for the inconvenience caused.”

By Seth J. Bokpe/Daily Graphic/Ghana

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