The National Communications Authority (NCA), has sanctioned Mobile Network Operator, MTN Ghana for failing to comply with directives which were sent to them following some challenges with their network recently.
Customers of the country’s largest mobile network operator over the past few days were unable to buy data from their mobile money wallet while some saw a drastic reduction in the volume of data bundles purchased.
MTN later explained that it was a technical error caused by the implementation of new tariffs, and accordingly announced a compensation package for customers after announcing that the problem had been fixed.
NCA’s directive to MTN to compensate and refund customers for the losses, and also submit a report to them to explain the challenges, came shortly after the company addressed a news conference.
But the NCA says its directive to MTN to submit a report on the challenges within 24 hours of receipt of the directive among other directives have been flouted.
The NCA in a statement says its monitoring indicates that MTN has begun rolling out compensation and refunds to affected subscribers accordingly.
It however says MTN had failed to submit the report by the deadline indicated.
As a result, and in line with the gazetted Schedule of Penalties gazetted in May 2015, the NCA has therefore imposed the following sanctions on MTN:
1. A fine of GHC10,000.00 daily in accordance with Section N (7) of the Authority’s gazetted Schedule of Penalties for failure to submit the report by 4th December, 2019. It should be noted that this Pecuniary Penalty is a fine of GH¢10,000 for each day the infraction persists from 4th December to such time that MTN submits the report.
2. A fine of GHC50,000.00 in accordance with Section N (23) of the Authority’s gazetted Schedule of Penalties for failure to give notice as soon as possible to the Authority, all affected persons including subscribers for challenges with billing inaccuracies regarding the purchase of their telecommunications service bundles.
3. A fine of GHC50,000.00 in accordance with Section N (23) of the Authority’s gazetted Schedule of Penalties for failure to give notice as soon as possible to the Authority, all affected persons including subscribers for inaccessibility of MTN’s Customer Care lines.
MTN has also been instructed to ensure that the fines are paid by close of business on Monday, 11th December, 2019.
The NCA further entreat consumers to report all challenges to the Authority to its Complaints Unit after duly reporting to the telco concerned.
The contact details for the NCA Complaints Unit is: Toll free – 0800-110-622 Email – complaints@nca.org.gh
The Authority says it will also continue to monitor the situation to ensure that consumers duly receive services they have paid for and as well ensure that service providers comply with their licences.