Liberia: LTA Signs Quality of Service Regulations to Promote, Protect Consumers

The Liberia Telecommunications Authority signed the Quality of Service Regulations on Monday, ushering in consumer protection laws that will dictate measurable expectations between consumers and mobile network providers. The regulations will hold mobile network operators (MNO’s) responsible for a number of tasks and spell out consumer responsibilities.

Among the provisions are the swift handling of consumer complaints and the restoration of data and minutes lost in packages when networks fail due to the fault of the consumer.  Consumers, too, have the responsibility to carefully read the terms and conditions of the contracts they accept. 

Dropped calls and delayed connections are two of the Key Performance Indicators (KPI) that will be carefully measured.  Penalties are spelt out for failure to adhere to set parameters.  

In remarks during the signing, LTA Chairperson Edwina Crump Zackpah said, “Today we take big steps forward in ensuring that your phone calls are clearer, your internet is faster, and your overall telecommunications experience is better.” She expressed gratitude to all stakeholders who have contributed to this momentous occasion.

“Gov’t, Orange Liberia, Lonestar Cell MTN, LTC Mobile, Natelco, and telecommunications consumers from our nationwide consultation — all your comments contributed to this solid regulation. Special appreciation to the drafting and review teams at the LTA,” she declared.

Signed on Monday, March 18, this regulation, the first of its kind since the sector’s inception in the early 2000s, is expected to ensure enhanced value and benefits to consumers and service providers. 

LTA took almost two years to complete the public consultation process. Their teams toured all 15 counties, holding town hall meetings to gather consumer experiences and then sharing them with service providers for their input. The detailed document is the culmination of inputs from all stakeholders. 

The regulation underscores the commitment to providing quality digital connectivity to improve the lives of citizens. By establishing standards for network performance and other key metrics, the new regulation seeks to ensure that all Liberians have access to high-quality telecommunications services, regardless of their location or economic status. This effort is viewed as a crucial step towards Liberia's digital transformation journey, promoting prosperity, innovation, and progress.

“This regulation is not just about meeting the benchmark,” Zackpah explained. “It is about empowering individuals, businesses, and communities, respectively.” The signing of the important document, the LTA boss stated, also marks a crucial step forward in Liberia's digital transformation journey. 

“This is a journey towards a future where every Liberian has the opportunity to thrive in a connected world, and it is also a journey towards prosperity, innovation, and progress,” she added. 

Zackpah highlighted the essential role of reliable telecommunications infrastructure in fostering economic development, particularly in light of recent connectivity challenges in the region. According to her, a quality of service regime enables entrepreneurs to start and grow businesses, students to access educational resources, and health care providers to deliver vital services to people, respectively. 

She used the occasion to reassure the population through its regulatory mandate to work towards ensuring that every Liberian, no matter where they are, will benefit from reliable and high-quality telecommunications services. 

Also speaking, the Acting Chairperson of the National Telecommunications Consumers Association (NATELCO), Julius Luke, commended the LTA for the laudable step taken, especially in the interest of consumers. He disclosed plans by his organization to launch a quality of service exercise in order to ensure that service providers are on par with the regulatory body for the betterment of the people.

Also present at the signing ceremony were service providers, including Orange Liberia and Lonestar Cell MTN, who both hailed the LTA for such an initiative and pledged to work to ensure the implementation of the new regulation. 

They, however, appealed to the LTA to exercise some flexibility with them in executing the new mandate, especially at a time when they are facing some international optic cut crises or challenges.  

House of Representatives Chairperson on Post and Telecommunications, Rep. Ivar Jones, commended LTA’s efforts and encouraged continuous improvements in the sector to benefit consumers effectively. The signing of the quality of service document sets expectations for service providers to enhance their offerings and prioritize consumer interests in line with the regulatory mandate.