An analysis of the effectiveness of the laws of consumer protection in Uganda's telecommunication sector: the case of MTN Uganda Limited

Abstract

The study focused on the effectiveness of the laws on consumer protection in Uganda’s telecommunication sector, with MTN Uganda Limited as a case study. As such, the consumption behaviors of customers and the level of compliance by MTN Uganda Limited with consumer protection standards in its provision of telecommunication services to its consumers was analyzed. The study mainly employed the qualitative methods of data collection, complemented with the doctrinal study approaches. Data was collected through interviews distributed to the respondents who included customers and officers from Bank of Uganda (BOU). The participants gave opinions and experience on the types, nature and quality of services offered by MTN Uganda Limited. An assessment was also made on MTN Uganda’s compliance with the consumer protection standards established and their perspectives on consumer protection. The study revealed that despite existence of a legal framework governing compliance with consumer protection in the telecommunication sector in Uganda, there are challenges of ethical marketing practices in provision of telecommunication services. This has thus greatly affected the consumers‘ interests and consumption rights. The study found that despite this shortfall, MTN Uganda Limited has made tremendous progress in allocating its compliance and marketing departments with the mandate to deal with the issues of ethical marketing, fair pricing, and complaints handling to ensure consumer satisfaction and consumer protection. The study concluded that implementation of the legal provisions on monitoring and ensuring compliance with consumer protection laws by the regulator, UCC still remains a great challenge. The study recommended extensive research and legal reform to bear into this thematic domain. The study further recommended raising consumer protection awareness, through strict implementation and enforcement of the legal framework to add dimensions of obligations and accountability by MTN Uganda Limited whose service provision has been the topic of controversy over the years in relation to consumer interests and consumer satisfaction.