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Potraz launches consumer survey

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THE Postal and Telecommunications Regulatory Authority of Zimbabwe (Potraz) has commissioned a private research firm to conduct a consumer satisfactory survey for telecommunication, postal and courier services as competition within the sector intensifies.

Potraz deputy director-general Alfred Marisa said the telecommunications regulator has contracted Probe Market Research Company with indications the study would be likely completed by year end.

“The survey seeks to measure consumer satisfaction levels for telecommunication services with regard to accessibility, availability, and affordability of services,” Marisa said.

“To evaluate consumer perceptions with regard to services and products offered by the various service providers in terms of availability, accessibility, affordability, variety, quality of service, billing and customer service.”

He said the survey would also seek to assess the effectiveness and efficiency of postal, courier and telecommunications delivery systems.

Marisa said the survey would also determine the level of professionalism, integrity and fairness displayed by Potraz in the dispensation of its mandate.

This survey follows an announcement by Potraz recently that it had crafted Consumer Protection Guidelines which now await public endorsement before the regulator adopts them.

The guidelines, according to Potraz, seek to promote the interest of consumers, purchasers and other users in respect of the quality and variety of postal and telecommunication services in line with the Postal and Telecommunications Act, and come barely a month after a dispute between mobile phone service providers Telecel Zimbabwe and Econet.

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