Kampala (Uganda) – Top executives from Uganda’s leading telecommunications companies faced consumer complaints at a forum convened by the Uganda Communications Commission (UCC) on Tuesday.
The “Telecom CEO-Consumer Forum” aimed to bridge the gap between service providers and their customers, addressing growing demands for improved services and accountability.
Uganda’s Minister of ICT and National Guidance, Dr. Chris Baryomunsi, urged telecom industry leaders to prioritize consumer interests alongside profit, emphasizing the need for “a balance between business success and service delivery.”
“A balance must be struck between business success and service delivery,” Dr. Baryomunsi said. “By doing so, we aim to drive Uganda’s socio-economic transformation, ensuring that digital technologies are accessible and affordable for all.”
Dr. Baryomunsi called on the UCC and other regulators to ensure fair and consultative regulation, promoting innovation while protecting consumer rights. He also stressed the importance of consumers embracing digital opportunities, enhancing their digital skills, and practicing responsible online behavior.
The minister highlighted the government’s strategic decision to position ICT at the heart of Uganda’s socio-economic transformation, citing President Yoweri Kaguta Museveni’s recognition of ICT as a key pillar of economic prosperity.
Dr. Aminah Zawedde, Permanent Secretary at the ICT ministry, demanded greater transparency and collaboration within the telecommunications sector, following a recent network disruption that sparked widespread concern.
“We need transparency,” Dr. Zawedde said. “The public deserves to know what happened, why, and how we can prevent it in the future.”
Dr. Zawedde stressed the need for a balanced approach, with “responsible service provision, regulation, and consumer behavior.” On the issue of smartphone penetration, she revealed that the ministry is working with the finance ministry and telecom operators to improve affordability.
“We aim to see progress soon, making digitization accessible to all,” Dr. Zawedde said.
UCC Executive Director George William Thembo Nyombi emphasized the need for direct dialogue to address persistent issues plaguing the sector.
“We have brought together the chief executive officers and top executives of our telecom companies with the very consumers they serve,” Nyombi stated, highlighting the shift towards greater transparency.
While acknowledging the sector’s impressive growth – from a few thousand phone lines two decades ago to 40 million mobile subscriptions today – Nyombi stressed that significant challenges remain.
“Many others have affordability concerns for both data and smart devices. The quality of service also remains an issue of concern in some areas,” he said.
Consumers attending the forum voiced frustrations over dropped calls, inconsistent internet connectivity, and the high cost of data, particularly in rural areas. They demanded greater investment in infrastructure and more affordable service packages.
Telecom CEOs responded by acknowledging the challenges and pledging to address consumer concerns. They cited infrastructure limitations and rising operational costs as contributing factors, but also committed to exploring solutions to improve service quality and affordability.
The UCC announced it will compile a comprehensive report of the forum’s proceedings, including a commitment document outlining action points for the telecom companies.
