INQUIRIES INTO CONSUMER COMPLAINTS

Complaint

Mr. Irshath sought the intervention of TRCSL with regard to a telephone post which is obstructing the entry to the premises belonging to him. The Committee examined the sketches & photographs tabled by Mr. Irshath.

The Committee observed that the present house was built while the post being there. The Committee further observed that SLT had taken a very long time to reply his letters.

Result

It was apparent that the complainant built the house while the post was in the present position thus he could have avoided it when he planned the entrance to his house. Therefore the Committee recommended and Commission approved the following :

• Mr. M.I.M. Irshath to make the payment of Rs. 6,145.18 to SLT to shift the post.

• SLT to be warned to send prompt replies to customers/members of the public.

Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson

Mrs. R. Gooneratne – Asst. Director/Legal – Member

Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member

Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member

Mr. A. Hapuarachchi – Asst. Director/Revenue – Member

Internal Committee for Resolution of Consumer Complaints.

Telecommunications Regulatory Commission of Sri Lanka

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Commission Paper was submitted on the 15^th September 2005 by the Chairperson of the Internal Committee for Resolution of Consumer Complaints (ICRCC)

Complaint

These consumers complained that their telephone bills for exceeded the actual calls taken by them.

These calls were to Papua New Guinea, Solomon’s Islands, Vanuatu, Cook Islands, Nauru, Western Samoa, Tokelan, Tuvalu etc.

The ICRCC requested SLT at the inquiry and also by letter dated 09^th September 2005 to reconnect the telephone lines already disconnected and not to disconnect the lines of the Complainants.

The ICRCC recommended as follows:-

·        To obtain a proposal from SLT with regard to the action to be taken on the arrears due on the telephone lines of the complainants, as the amounts are so high.

·        To reconnect the disconnected telephone lines and advice all their consumers to take precautionary measures to protect themselves against such frauds.

·        Not to disconnect the lines until final determination of this matter.

·        Temporarily stop IDD facilities to these countries with public notice in government and non-government electronic and print media.

·        Technical experts of TRCSL to carry out awareness programs to educate the public in both media – government as well as non-government media.

·        To consider this as an important programme in the interest of the public who become innocent victims of frauds of this nature.

Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson

Mrs. R. Gooneratne – Asst. Director/Legal – Member

Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member

Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member

Mr. A. Hapuarachchi – Asst. Director/Revenue – Member

Internal Committee for Resolution of Consumer Complaints.

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Complaint

Complaint was with regard to the increase in his monthly telephone bills. He also complained that he could not obtain the itemized billing information and he was requested to note down the calls. Professor Lankage mentioned that although he was aware of a rate revision, the increase in the bills were very high and he believed that the bills were faulty.

Result

·        To reconnect the telephone line immediately. To waive off arrears for the months in which the telephone bills were disputed by the customer and to average out on the immediately preceding six months the call charges for the following period of six months.

·        To waive off all the rentals for the period driving which the telephone was disconnected.

Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson

Mrs. R. Gooneratne – Asst. Director/Legal – Member

Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member

Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member

Mr. A. Hapuarachchi – Asst. Director/Revenue – Member

Internal Committee for Resolution of Consumer Complaints.

Telecommunications Regulatory Commission of Sri Lanka

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Commission Paper was submitted on 19^th September 2005 by the Chairperson of the Internal Committee for Resolution of Consumer Complaints.

Complaint

The Consumer complained that his telephone line was disconnected when he exceeded the credit limit without being notified via SMS. He stated that after 1½ months call usage the operator take the usage charge altogether and disconnect the telephone line.

Dialog Telecom stated that their consumers enter in to a contract and once they reach their credit limit of 90% a SMS is sent, which is an additional service provided by Dialog Telekom. They further mentioned that disconnections are auto programmed.

The consumer mentioned that facility on 0777-678678 hotline of Dialog Telekom could not be accessed either.

Result

1.                  Dialog Telecom to ensure that they inform the consumer via SMS when he reaches 90% of usage considering the credit limit.

2.                  Transfer the customer to a tariff package of his choice without levying the transfer fee of Rs. 2000/- as decided at the inquiry.

3.                  To request all cellular mobile operators to submit their disconnection procedures to the Commission.

Mrs. P.R. Amarasiri – Director Legal Affairs – Chairperson

Mrs. R. Gooneratne – Asst. Director/Legal – Member

Mr. L. Ganeshamoorthy – Asst. Director/Vendor Licensing & Technical Standards – Member

Mrs. M. Pathirana – Asst. Director/Operator Analyses – Member

Mr. A. Hapuarachchi – Asst. Director/Revenue – Member

Internal Committee for Resolution of Consumer Complaints.

Telecommunications Regulatory Commission of Sri Lanka

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Complaint made by Mr. Bimsara Gamage of A-4, Maddumagewatta,Highlevel Road, Nugegoda. against  Celltel lanka (Pvt) Ltd.

Commission Paper  was submitted on19th July 2005, by the Internal Committee for Resolution of Consumer Complaints(ICRCC).

On the first day when this matter was taken up for inquiry the representative from Celltel Lanka (Pvt) Ltd informed that the officers conversant with  this complaint are not present and requested that a fresh date be given. The Chairperson stated that the inquiry has to be conducted in a proper manner and both parties will have to be present for the inquiry.   further date was given.

Complaint:

Mr. Gamage stated that Celltel Lanka (Pvt) Ltd had re –opened a package that was originally with the Celltel Lanka (Pvt) Ltd’s Analog System. The package was for a monthly subscription of Rs.2400/= with no charges for incoming calls .He   mentioned that he made the request for this package pursuant to an advertisement by Celltel Lanka (Pvt) Ltd in the Newspaper.

Subsequently he had made a request for the package to be in his name, which was earlier in the name of WIDAC Insurance (Pvt) Ltd.  According to his statement he had been a joint Managing Director and held 50% shares in the company. The legal subscriber was WIDAC Insurance (Pvt) Ltd. Mr. Gamage had requested for a change in the mailing address to WIDAC Marketing (Pvt) Ltd and subsequently to his residential address. Thereafter he requested for a change of the subscriber’s name to his own name. A fresh Contract was signed between Celltel Lanka (Pvt) Ltd and Mr. Bimsara Gamage for the purpose of change of ownership. Having signed the Contract the company failed to honour the Contract on the basis that the package was a corporate package.

It was noted by the Committee that Celltel Lanka( Pvt) Ltd had changed the mailing address to his residential address.. This was accepted by the Company. The Committee observed negligence on the part of the company in its failure to honour the change of ownership Agreement entered into with Mr. Gamage.

Result:

·        For Celltel Lanka (Pvt) Ltd to immediately restore the telephone facility and give the customer( Mr. Gamage) the package given to him earlier by honouring the Agreement already entered in to by the Company .with the subscriber. The Commission approved the recommendation made by the Committee

 Ms P.R. Amarasiri.                                                      Mr. R.C. Ratnayake.

 Director Legal Affairs                                                  Deputy Director/Finance

 Chairperson                                                                  Member                                                                                                        

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