Consumer Tips
Here are some interesting tips for you to consider.
1. LODGING A COMPLAINT WITH YOUR SERVICE PROVIDER
If you encounter a problem while using your Internet, mobile/fixed telephony, TV, or postal service, we can help you! To ensure that we can assist you in the best possible way, as soon as you identify the problem contact your service provider immediately before seeking any other means of resolving your issue. More often than not, your service provider will be able to address your problem directly. Always keep a record of your exchanges with your service provider.
If the problem is not resolved in short order and if you have not already done so, ensure that you follow up your request, by sending an email or a letter and retaining the acknowledgement of your letter.
Visit our FAQ section for more information on how to lodge a complaint with your service provider.
2. HOW WE CAN HELP YOU
If after lodging a complaint with your service provider, the problem has not been resolved or you are not satisfied with the redress/response provided, we can help!
Contact us by completing our complaint form. To be able to address your complaint in a more efficient and effective manner, make sure you provide all information required.
If we can intervene directly in the matter, we will do our utmost to resolve your case in the shortest time possible. If the matter does not fall within our responsibility, we will let you know which entity can help you resolve your issue and will refer the case accordingly.
Visit our FAQ section for more information on how the MCA can help you.
3. LENGTH OF CONTRACT
The maximum duration of a contract for the provision of a TV, Internet, fixed and mobile telephony service, may vary from one service provider to another.
Such contracts cannot exceed two years. Most service providers also make available packages which do not require any minimum contractual period.
4. THE RIGHT TO A CONTRACT
Before subscribing to a contract for the provision of a TV, Internet, fixed and mobile telephony service, make sure you are aware of the applicable terms and conditions. Ask your service provider or visit the service provider's website/retail outlet to read these terms and conditions.
After concluding your agreement with your service provider, the service provider will provide you with a copy of your contract. Always retain a copy of your contract. You may refer to it in the future.
5. WHAT TO LOOK OUT FOR IN A CONTRACT
Amongst other information, contracts should always clearly specify, the actual cost of the service, the applicable charges as well as the termination procedure. Most importantly a contract should specify the duration of the contract and any applicable early termination fees. These two clauses should be made more visible than the other clauses.
Visit our Consumer Corner section for more information on contracts.
6.TERMINATION
If you wish to terminate your TV, Internet, fixed or mobile telephony service, make sure you follow the termination procedure of your service provider as listed in your contract. Certain service providers require their subscribers to notify them in advance of their intention to terminate a service. This notification period cannot exceed one month.
Note that if you are tied to a minimum contractual period and you wish to terminate your service before the lapse of your contractual period, check whether any early termination fees apply.
Visit our FAQ section for mor information on termination of a service.
7. PREMIUM RATE NUMBERS
Watch out for telephony numbers starting with the digit ‘5’. These numbers are known as premium rate numbers which are charged at a higher rate than the standard calls/SMSs charges. These numbers are usually used in competitions and special value added services. The charges applicable when calling or sending an SMS to such premium numbers must be made available in any marketing material advertising that service/competition.
Visit out FAQ section for more information on premium rate numbers.
8. 112
112 is European emergency number. You will still be able to call 112 even when:
- your mobile phone does not have a SIM card; and
- you do not have any mobile credit in your account.
9. EMAIL FOWARDING
If you intend to terminate your internet service, and would like to still receive emails sent to the email address provided by your internet service provider (ISP), upon termination, you can apply for the email forwarding service. The ISP will forward all emails addressed to your original email address to any new email address. When doing so, the ISP will also send an automated reply to every email received on the original email address with a message informing the sender with the new email address for a period of one year without paying any extra charges.
10. WiFi
If you have an internet connection at home, you may have the possibility to connect several wireless devices such as laptops and tablets through a WiFi system. When using a WiFi internet connection, the attainable speed depends on several factors such as the following:
a) The connection between your internet service provider’s modem and your wireless device;
b) The capabilities of the wireless device and its state of maintenance – eg viruses etc; and
c) The number of users using the internet at the same time.
Visit our Consumer Corner section for more information on WiFi.
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