Consumer forums have been urged to educate people about their rights and responsibilities when using services.
Daudi Daudi, the Chairman of the Tanzania Consumers Forum (TCF), said that these forums should also teach consumers how to protect their personal information to prevent it from being misused by unauthorized people.
Daudi, who is also the Executive Secretary of LATRA-CCC, stressed that consumer forums are responsible for helping customers understand their rights and how to make sure services are sustainable.
He added that communication service forums should especially focus on educating consumers about keeping their personal data safe from fraudsters.
Participants at the forum during Consumers’ Services Week shared that many of their clients don’t understand their rights and duties well enough.
They also pointed out that many consumers don’t know where to send complaints when they pay for services but don’t receive them.
Samuel Msuya, one of the participants, said that sometimes problems happen because consumers don’t have enough knowledge or because they act out of greed.
“Consumers who get scammed online often make things worse by sharing their personal information with fraudsters,” Msuya said.
Hassan Mikazi, the Chairman of the Albino Association in Morogoro, said that many people don’t know where to take their complaints because the committees that handle consumer issues are not well-known.
He mentioned that citizens do their part by paying for services but don’t get the service they paid for and are unsure where to report the issue.
Mikazi concluded that for fairness on both sides, it’s important to have clear agreements between service providers and consumers, so both sides know their responsibilities.