The subscribers of Sierra Leone’s only Telecommunications Company, Sierratel, has complained of broad daylight thieving at the parastatal. It could be recalled that the parastatal had introduced the 4G/LTE and other services in the country, promising lower rates and efficient service for the product.
Various subscribers, who have spoken to this medium, have stated that they have been enjoying these services at the initial cost until quite recently when the company increased its data prices for the same services exponentially, without informing the customers or the regulatory authority as stipulated by law.
Investigations conducted by this medium discovered that the company now charges their data tariff on a ‘pay as you go’ basis. Our investigations have also revealed that subscribers for the unlimited monthly 4G LTE (unlimited downloads and uploads) now pay the sum of Le 500,000 and Le25,000 daily. The monthly unlimited for ADSL is Le1, 200,000.
Subscribers have also accused the parastatal of lacking a very effective customer service system capable of responding to customer related problems. They were also indicted of having very outdated facebook page and non existent website where customers would solicit relevant information about the products of the parastatal.
A press release from the parastatal has denied reports of exploitations against their customers and views the campaign to boycott their products on social media as unfortunate and a calculated ploy to reverse the gains they have made as a parastatal in recent times.
The release further stated that the tariff adjustment was done in accordance with existing internal considerations more importantly. ”Our tariffs were adjusted with due consideration to the economic realities of citizens as well as the need to make SIERRATEL remain competitive and sustainable as the number one telecoms company in the country,” the release went on.
Director, Consumer Unit and Corporate Affairs, NATCOM, Abdul Kuyateh, has informed this medium that the parastatal has just received an official correspondence from SIERRATEL just twenty four (24) hours to press explaining to them the reasons for the exponential increase.
“We are studying the documents closely to ascertain what their promotional tariffs were and what they have added to see whether it is at variance with the expected standard tariff,” Mr. Kuyateh said.
“Hence this is done,” the Corporate Affairs Manager went on, “we will make a formal statement from a regulatory perspective on the issue.” He stated that Sierratel had failed from a legal perspective to have informed the Commission as to what their promotional tariffs were and their intentions to increase them tariff. This according to him is already a regulatory breach on their side.
It could be recalled that mobile Companies are expected to notify NATCOM for the attention of the customers whenever they want to undertake increment in tariffs.
This was never done except when Sierratel received constant pressure from their subscribers on social media to the point that a harsh tag has been created calling on subscribers to boycott the products. This makes the move by the parastatal very suspicious and not in the interest of the people who are the owners of the property.
Foreign mobile companies operating in the country have faced the wrath of the regulatory body and their subscribers in the recent past for increasing tariffs without the approval of the appropriate body. Accusations of not having a very sound customer service system to swiftly respond to customer related issues have also been levied against them.
The official correspondence by the parastatal to NATCOM has come only few hours when the parastatal have come under increased pressure from subscribers and some sections of the media over the increase in the data tariff. A campaign has also been launched on social media calling for subscribers to boycott their products.
The harsh tag campaign on social media is trending with subscribers expressing different views on the issue, ranging from the complacency of the regulatory body, lack of an effective communication tool to inform customers of necessary changes to tariffs, amongst others.
The Marketing Director, Sierratel Albert Bangura Will, has refused to grant interviews to our reporters. He has turned down several sealed appointments he has made with this medium on the issue.
See more details next edition