Consumer Rights & Obligations
Consumer Rights
1. Access
2. Information
- You have the right to clear and helpful information before using a service.
- This information should include price and the quality of the service elements.
3. Quality of Service
- You have the right to receive a service that matches what you're paying for.
- UCC has set quality guidelines for service providers.
- You should get the level of service promised in your agreement.
4. Fair Treatment
- You have the right to be treated fairly without discrimination.
- Denial of service should only happen for valid reasons like non-payment or violations of terms.
5. Complaints
- You have the right to complain about service quality, delays, quantity, tariffs etc.
- You can complain if the service doesn't meet the terms you agreed to.
6. Redress
- You have the right to a system for resolving complaints.
- If your complaint isn't resolved, you can escalate it to UCC.
- Complaints resolution is FREE of charge.
7. Safety and Security
- You have the right to safe and secure equipment and services.
8. Privacy
- You have the right to privacy.
- Service providers should keep your information confidential.
9. Consumer Education
- You have the right to be educated about the services offered.
- This helps you make informed choices.
10. Notification of Termination
- You have the right to be informed before a basic service access is terminated.
11. Representation
- You have the right to make representations to those governing communication services.
12. Billing Information
- You have the right to access billing information.
- You have the right to access basic communication services at reasonable prices.
- Government through UCC is responsible for ensuring communication services are available everywhere in Uganda.
Consumer Obligations
1. Prompt Payment of Bills
- You should pay your bills on time.
2. Environmental Protection
- Ensure your use of communication services is not harmful to the environment.
- Dispose off non-functional communication devices responsibly.
3. Awareness
- Be alert and understand the terms and conditions of service.
- Know your rights and obligations.
- Internalize consumer education information.
4. Action
- Be assertive in ensuring fair service for yourself and others.
- Report any issues or shortfalls in service provision.
5. Protection of Communication Facilities
- Take responsibility for protecting communication equipment and facilities in your area.
6. Transparency
- Service providers should be transparent about their pricing and any changes to service terms.
7. Accessibility for Persons with Disabilities
- Service providers should ensure that their services are accessible to people with disabilities.
8. Digital Literacy
- Consumers have a responsibility to improve their digital literacy to make the best use of available services.
9. Ethical Use
- Consumers should use communication services ethically and avoid any harmful or illegal activities.
10. Reporting Security Concerns
- Consumers should report any security concerns or breaches they encounter to the appropriate authorities.