The Director of Regulatory Administration at the National Communications Authority (NCA), Kofi Datsa, has revealed that since the inception of Mobile Number Portability (MNP) exercise in Ghana, over 122 million porting requests have been successfully completed, representing 18 per cent of the total active mobile subscription base.
According to him, the introduction of the Mobile Number Portability service in the country was part of measures put in place by the regulator to give consumers the right to make a choice when it comes to network preferences.
“We have also implemented programs that have given consumers the right to choose such as the MNP. The MNP has enabled mobile customers who have been reluctant to change networks to do so as MNP has removed obstacles relating to cost and inconveniences of changing numbers,” he said.
Speaking to this paper on the sidelines of the Maiden Stakeholders Dialogue Series, organized by the Network of Communication Reporters, in partnership with MTN Ghana, Mr. Datsa noted the regulator is up and doing to ensure that network service providers establish consumer codes, SLA which consumers can hold them to it.
“While we believe that high network consumers should have instant and unfitted access to the consumer care lines, we do also think that the service provider should ensure that all categories of customers should have access to the customer care representative without being made to wait for a long time,” he emphasized.
He further disclosed the establishment of quality of service indicators for operators and service providers and these are monitored once every quarter in all metropolises and twice a year in all districts within the country.
“We have also purchased ultra-modern equipment we use in monitoring the network. This gives us a clear picture of what is happening at the MNOs end,” he noted.
The Director of Regulatory Administration also mentioned that a new complaints management system put in place by the NCA to encourage consumers to voice their dissatisfaction and track the status of their complaints.
“We believe that people do not have to come all the way to Accra to interact with the Authority. To decentralize our operations, the Authority opened seven regional offices in Kumasi, Takoradi, Ho, Sunyani, Koforidua, Tamale and Bolgatanga. The objective is to enable the Authority bring its services closer to the communities and also to facilitate effective monitoring of spectral resources as well as the quality of service delivered by Operators to their consumers in the regions,” he stated.