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POTRAZ consumer protection guidelines
Postal and Telecommunications Regulatory Authority of Zimbabwe (POTRAZ)
September 17, 2013

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Introduction

The Consumer Protection Guidelines pronounced herein, are issued to assist consumers and Service Provider(s) providing communication services in Zimbabwe to understand their rights and obligations when buying or selling communication services. The Guidelines also outline activities and measures to be taken by the Postal and Telecommunications Regulatory Authority of Zimbabwe ("POTRAZ") in communicating with Consumers about their rights and obligations. These guidelines are not a law but are intended to guide consumers and Service Providers in best practice consumer relations. However, POTRAZ may determine to issue binding regulations in the form of regulatory notices, circulars and directives if it deems that consumer protection is not satisfactorily attained and maintained.

The guidelines are drawn from the following functions of the Authority as given under section 4 of the Postal and Telecommunications Act Chapter 12:05:

• To ensure the provision of sufficient domestic and international telecommunication and postal services throughout Zimbabwe.
• To promote the development of postal and telecommunication systems and services in accordance with practicable recognized international standards and public demand;
• To exercise licensing and regulatory functions in respect of postal and telecommunication systems and services in Zimbabwe, including the establishment of standards and codes relating to equipment attached to telecommunication systems;
• 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.

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.

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