MTN Uganda, Airtel Uganda and other telecommunication companies are facing damaging allegations of suspiciously fast depletion of data and voice bundles in an online protest dubbed Data Theft Exhibition.
Trending under the hashtag #DataTheftExhibition, the online protest has put leading telecoms MTN Uganda and Airtel Uganda under the spotlight.
Regulator Uganda Communications Commission (UCC), through Executive Director Nyombi Thembo, has responded to allegations made against telecoms in the Data Theft Exhibition.
“I acknowledge the multiple complaints regarding data usage—specifically issues where data seems to vanish or deplete faster than anticipated,” wrote Thembo.
“Indeed, consumer protection is one of UCC’s regulatory mandates, and these issues require resolution.”
But Thembo insisted a formal process must be followed for complainants to report their grievances to UCC so that the regulator can take action.
“However, because of the sensitivities involved, a formal process must be followed to address these disparities conclusively,” he noted.
The process includes filing of a formal complaint and request of an audit on data usage.
“If you encounter discrepancies with your data usage, the first step is to contact your telecom provider directly and file a formal complaint. This is crucial because telecom networks are equipped with the ability to conduct detailed investigations into data usage,” explained Thembo.
“As part of your complaint, you can request a comprehensive data usage audit for the period. This audit provides a clear record of your data consumption, helping to identify any inconsistencies or errors.”
He further noted that the process was meant to protect the privacy of the complainant.
“As a consumer, it is essential to know that you must initiate the data usage audit regarding your mobile number. Doing so gives permission for your data usage to be examined while safeguarding your data privacy,” the UCC ED explained.
“This step ensures that your data usage is scrutinised only with your consent and does not infringe upon your right to privacy in how you choose to use your data.”
