The National Institute of Communications of Mozambique (INCM) asked the three mobile operators in the country (tmcel, Vodacom and Movitel) to improve the provision of services offered to civil society, with the sole aim of customer satisfaction.
This order was placed last week, at a press conference, and where this requirement is the result of constant complaints submitted to the Regulatory Authority, coming from users of mobile telephony services, who complain about poor quality, mainly in 3G and 4G technologies.
At the same ceremony, the INCM reported that it had carried out, from March to October 2021, a campaign to assess the quality of service provided by operators, that is, in various parts of that country's territory.
On the other hand, Tuaha Mote, Chairman of the Board of Directors of INCM, said that assessing the quality of services in the communications sector in Mozambique is one of the major concerns of the institution he directs, always thinking about the benefit of consumers.
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About the campaign carried out, it was informed that it was through an automatic system installed in a vehicle, equipped with terminal devices and that guarantee a simultaneous measurement and under equal conditions for all cellular mobile telephony operators.
The aforementioned ceremony brought together representatives of the three telephony operators in the country, and where the INCM made known to them the results of the calibration tests, so that together they could come up with a good solution, for the benefit of the users.
It should also be noted that the INCM, in order to satisfy these concerns, has launched several actions with the aim of guaranteeing the improvement of services provided to Mozambican civil society, given that one of the major constraints is the problem of service quality.
“We came to present our position that we will be here to defend the interests of citizens and consumers. Therefore, as an institution, we are already strengthening our institutional capacity, whether technological or administrative, to respond to concerns about quality and service in the Mozambican market” said Tuaha Mote.
The PCA also added that, among the various measures put into practice, for the year 2022, emphasis goes to the setting up of a technology-based service quality control system, which is able to collect information in real time on the operator's side. This same system manages to simulate the customer experience through a cell phone on board a vehicle that travels at a maximum speed of 20 kilometres.
