WATRA Working Group Moves to Harmonise Consumer Rights and Complaint Handling

Emma Okonji

The West African Telecommunications Regulators Assembly (WATRA) has unveiled critical recommendations aimed at harmonising consumer rights and standardising complaint-handling procedures across the region’s telecommunications sector.

The WATRA Access and Consumer Experience working group recently held its first in-person meeting in Banjul, Gambia, where representatives from eight National Telecommunications Regulatory Authorities (NRAs) gathered to share best practices and propose practical solutions to better protect consumer interests across West Africa. 

The meeting brought together key stakeholders from Nigeria, Benin, Côte d’Ivoire, Gambia, Ghana, Guinea, Senegal, and Togo. The working group focused on establishing a unified framework to protect consumer rights and ensure efficient handling of complaints across the region. By adopting common standards, WATRA aims to create a more transparent, reliable, and consumer-friendly telecommunications environment for millions of users. 

Stating the need for the harmonisation, the Executive Secretary of WATRA, Aliyu Aboki, said: “WATRA remains committed to protecting the rights of consumers in the telecommunications sector and ensuring that their concerns are addressed effectively and uniformly across member states. The harmonisation of consumer rights and complaint procedures is a vital step towards building a more inclusive and fairer telecommunications space across West Africa.” 

The four-day session featured extensive discussions on key consumer rights, such as the right to information, the right to choose, the right to fair contracts, and the right to accurate billing. The group emphasised the importance of protecting users’ privacy and security and ensuring consumers can opt out of unsolicited electronic messages. Additionally, each NRA shared their existing procedures for managing consumer complaints, highlighting the use of call centers, green lines, and digital platforms for processing grievances.

To streamline these efforts, the working group recommended adopting the complaint processing times proposed by Senegal’s ARTP, setting a standard for time-bound responses across the region. The harmonisation is expected to lead to faster resolution of consumer complaints and a more consistent approach to addressing grievances.

WATRA’s Chairman, Amara Brewah, said: “The collaborative spirit shown at the meeting has been exceptional, and we are confident that the recommendations will significantly enhance the consumer experience across the region. By establishing uniform procedures, we can ensure that every consumer, regardless of their location, receives the same level of protection and service.” 

In addition to outlining consumer rights, the working group identified key responsibilities for consumers, including the obligation to settle bills promptly and act with honesty when engaging with service providers. Delegates also stressed the need for consumers to contribute to environmental protection, reinforcing a collective responsibility within the telecommunications sector.

The working group’s recommendations extended to the NRAs, urging them to implement simplified, transparent complaint-handling procedures and to communicate these processes clearly to the public. The group also recommended the creation of a ‘single short number’ for customer services across the region, making it easier for consumers to reach service providers. Furthermore, it was suggested that testing and conformity assessment laboratories be established to ensure the safety and compliance of telecommunications equipment before they reach the market.

The Banjul meeting represents a significant milestone in WATRA’s efforts to harmonise telecommunications regulation across West Africa, with a clear focus on protecting consumer rights and improving user experiences. The proposed recommendations will now serve as a foundation for future regulatory actions aimed at creating a more consumer-friendly telecommunications environment across the region.