The Consumer Goods and Services Ombudsman (CGSO) says that mobile network providers and telecoms companies are some of the most frequently complained about businesses in South Africa.
In a recent note, the ombudsman said that nearly a quarter of all complaints in the last quarter of the year related to these businesses.
“Many complainants wrote of having to deal with tired, unresponsive, and on occasion ill-informed employees. Covid-19 staff shortages seem to be playing a role here, and suppliers must be mindful of the reputational risk of spreading staff too thinly and not equipping them to deal with staff effectively,” it said.
It added that network providers have entered into a memorandum of understanding with the National Consumer Commission , through Icasa, to deal with complaints that fall outside Icasa’s jurisdiction.
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