{"id":108,"date":"2015-05-10T09:51:19","date_gmt":"2015-05-10T09:51:19","guid":{"rendered":"http:\/\/www.potraz.gov.zw\/2015\/05\/10\/consumer-complaint-procedure\/"},"modified":"2015-05-10T09:51:19","modified_gmt":"2015-05-10T09:51:19","slug":"consumer-complaint-procedure","status":"publish","type":"post","link":"https:\/\/www.potraz.gov.zw\/?p=108","title":{"rendered":"Consumer Complaint Procedure"},"content":{"rendered":"<p><span style=\"font-family: helvetica; font-size: 10pt;\"><strong><span style=\"line-height: 115%;\">Be AWARE of your RIGHT to COMPLAIN on any Issues that you are not satisfied with such as:<\/span><\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Charges<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Billing<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Quality of Service<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Quantity<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Delays<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Promotions<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Value Added Services<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Connection of Services<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Customer Service<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Coverage<\/span><\/li>\n<\/ul>\n<p><span style=\"font-size: 10pt; line-height: 115%; font-family: helvetica;\">&nbsp;&nbsp;&nbsp;&nbsp; <strong>The Complaint<\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Do you have a complaint?<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">What is the nature of your complaint?<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Do you have evidence to support your complaint?<\/span><\/li>\n<\/ul>\n<p style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 10pt; line-height: 115%;\"><span style=\"font-family: helvetica; font-size: 10pt;\"><strong>LODGING A COMPLAINT WITH YOUR SERVICE PROVIDER<\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Visit \/ Call\/ e-mail\/write to your service provider to present your complaint stating all facts.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Follow up by writing or e-mailing if the initial response is not satisfactory <\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Be objective and do not exaggerate.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Attach relevant supporting documents.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">In the event of prolonged delay, unsatisfactory or non-response, approach POTRAZ with the complaint.<\/span><\/li>\n<\/ul>\n<p style=\"text-align: justify; line-height: 200%;\"><span style=\"font-family: helvetica; font-size: 10pt;\"><strong><span style=\"line-height: 200%;\">SERVICE PROVIDER RESPONSIBILITIES IN COMPLAINTS HANDLING <\/span><\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">All complaints from the consumers should be first dealt with by the affected operator. The Regulator is the last port of call.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-family: helvetica; font-size: 10pt;\"><\/span><\/p>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">Service Providers should make available to consumers&nbsp;&nbsp; their complaint handling procedure manuals at all customer service centres with the aim of resolving disputes in an effective and efficient manner.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">Service Providers should provide Consumers with clear written and verbal complaint procedures.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">Service Providers are encouraged to provide a free phone number for inquiries.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">Service Providers should also make POTRAZ&rsquo;s contact details available for Consumers, notifying Consumers that they may raise their complaint to POTRAZ if their original complaint is not handled to their satisfaction.<\/span><\/li>\n<\/ul>\n<p style=\"margin-top: 0in; margin-right: 0in; margin-bottom: 10pt; line-height: 115%;\"><span style=\"font-family: helvetica; font-size: 10pt;\"><strong>LODGING A COMPLAINT WITH POTRAZ<\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Write or email the Regulator attaching copies of previous correspondence.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">State all facts.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Be objective and do not exaggerate.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Attach relevant supporting documents<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Give the POTRAZ <strong>7 working days<\/strong> to investigate and respond to your complaint.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-family: helvetica; font-size: 10pt;\"><\/span><\/p>\n<p><span style=\"font-family: helvetica; font-size: 10pt;\"><\/span><\/p>\n<p><span style=\"font-family: helvetica; font-size: 10pt;\"><strong><span style=\"line-height: 115%;\">Complaint Results<\/span><\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Satisfactory response to the complainant.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Official apology from the operator if found at fault.<\/span><\/li>\n<li><span style=\"font-family: helvetica; font-size: 10pt;\">Appropriate compensation where it is due depending on complaint.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-family: helvetica; font-size: 10pt;\"><\/span><\/p>\n<p><span style=\"font-family: helvetica; font-size: 10pt;\"><strong><span style=\"line-height: 115%;\">POTRAZ Responsibilities<\/span><\/strong><\/span><\/p>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">Either the Service Providers or Consumer may refer an unresolved dispute to POTRAZ.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">POTRAZ may issue a regulation to ensure effective and efficient handling and resolution of disputes.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">POTRAZ shall promptly investigate any matter which is raised to it by a Consumer or Service Provider.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">POTRAZ shall promptly respond to all written communications<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">POTRAZ shall determine the periods that are reasonably necessary for the fair and adequate presentation of the matter by the respective parties.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">POTRAZ shall require evidence or arguments to be presented in writing, other than in exceptional circumstances. POTRAZ will decide the matters upon which it will hear oral evidence or arguments.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">POTRAZ shall promptly make recommendations or resolve disputes between Service Providers and Consumers.<\/span><\/li>\n<\/ul>\n<ul>\n<li><span style=\"font-size: 10pt; font-family: helvetica;\">The Service Providers should only suspend or terminate the services provided to Consumers in accordance with the terms of its written terms and conditions. Licensed Operators should not suspend or terminate services merely due to a Subscriber initiating a complaint or dispute resolution process unless the Licensed Operator has obtained the prior permission of POTRAZ, which may be granted where there is a significant risk of serious and irreparable harm to the Service Providers.<\/span><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Be AWARE of your RIGHT to COMPLAIN on any Issues that you are not satisfied with such as: Charges Billing Quality of Service Quantity Delays Promotions Value Added Services Connection&#8230;<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[5],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v17.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Consumer Complaint Procedure - Postal and Telecommunications Regulatory Authority of Zimbabwe<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Consumer Complaint Procedure - 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