To secure that reasonable demands for postal and telecommunication services are satisfied. To promote the interests of consumers, purchasers and other users, in respect of the quality and variety of postal and telecommunications services provided and telecommunication apparatus supplied. To maintain and promote effective competition between persons engaged in the provision of postal and telecommunications services and any activities connected therewith; To monitor tariffs charged by cellular telecommunication, postal and telecommunication licensees with a view to eliminating unfair business practices among such licensees. 2. Objectives of the Consumer Protection Guidelines The objectives of these guidelines are to: Enhance awareness of consumers about their rights Provide consumers and Service Provider(s) with a clear understanding of what they should expect from each other; Give guidelines to Service Provider(s) on how they should respect and protect consumers’ rights; Encourage best practice by Service Providers and promote the provision of high quality services to Consumers; Outline how the POTRAZ will communicate with Consumers and the industry. 3. Application of the Consumer Protection Guidelines Guidelines are applicable to all Service Providers providing Public Telecommunications, Postal and Courier Services, including consumers of such services. These Guidelines are not legally binding. However, Service Providers are encouraged to comply with these Guidelines and consumers are encouraged to request their Service Providers to meet these Guidelines. 4. Review process POTRAZ will continually review these guidelines and the consumer protection framework in line with market developments, consumer preferences, technological developments and the Laws of the country in consultation with stakeholders. Additional regulations may be issued or where possible and necessary, regulatory enforcement actions will be taken if the Authority deems that the objectives of these guidelines have not been met or that consumers are not adequately protected. 5. DEFINITIONS 5.1. Unless otherwise defined in this Guidelines any word, or expression, unless the context so requires, have the same meaning as given in the Act, regulations or licence documents.
To secure that reasonable demands for postal and telecommunication services are satisfied. To promote the interests of consumers, purchasers and other users, in respect of the quality and variety of postal and telecommunications services provided and telecommunication apparatus supplied. To maintain and promote effective competition between persons engaged in the provision of postal and telecommunications services and any activities connected therewith; To monitor tariffs charged by cellular telecommunication, postal and telecommunication licensees with a view to eliminating unfair business practices among such licensees. 2. Objectives of the Consumer Protection Guidelines The objectives of these guidelines are to: Enhance awareness of consumers about their rights Provide consumers and Service Provider(s) with a clear understanding of what they should expect from each other; Give guidelines to Service Provider(s) on how they should respect and protect consumers’ rights; Encourage best practice by Service Providers and promote the provision of high quality services to Consumers; Outline how the POTRAZ will communicate with Consumers and the industry. 3. Application of the Consumer Protection Guidelines Guidelines are applicable to all Service Providers providing Public Telecommunications, Postal and Courier Services, including consumers of such services. These Guidelines are not legally binding. However, Service Providers are encouraged to comply with these Guidelines and consumers are encouraged to request their Service Providers to meet these Guidelines. 4. Review process POTRAZ will continually review these guidelines and the consumer protection framework in line with market developments, consumer preferences, technological developments and the Laws of the country in consultation with stakeholders. Additional regulations may be issued or where possible and necessary, regulatory enforcement actions will be taken if the Authority deems that the objectives of these guidelines have not been met or that consumers are not adequately protected. 5. DEFINITIONS 5.1. Unless otherwise defined in this Guidelines any word, or expression, unless the context so requires, have the same meaning as given in the Act, regulations or licence documents.
Consumer-protection-guidelines-Zimbabwe-final-August-2013-1.docx