INCM promises to respond this week regarding suspended tariffs still applied by operators
Mobile service customers in Mozambique are frustrated and are already considering legal action against the operators. Call centre attendants report facing the same difficulties as consumers.
Today, 10 June, marks six days since the National Communications Institute of Mozambique (INCM) announced the suspension of the decree that established new telecommunications tariffs in the country, excluding unlimited bonuses for data, voice, and messaging services.
However, nearly a week after the announcement, the revoked tariffs by the INCM continue to be applied by the operators, without any clear explanation to the customers.
In an audio circulating on social media, recorded during an interaction between a Movitel customer and a call centre attendant, the consumers' indignation is evident, exacerbated by the attendants' inability to provide a clear response to the question that concerns many Mozambicans.
“I would like to know who Movitel depends on to reintroduce the unlimited packages,” questioned a customer, who was subsequently advised to wait and follow the communication channels for updates.
“I want to speak to your superior... the same one who, for the first time, did not take long to introduce the new packages,” said the customer in a recorded call sent to TORRE.News.
“I, as an attendant, am also facing the same difficulty,” replied the operator, explaining that they could not provide the contact information of Movitel's officials, as they did not have that information.
This scenario raises several doubts about what is really preventing the reintroduction of the old tariffs, especially considering that the regulator, the INCM, has already decided on their suspension, following a government recommendation.
It seems that the issue is still not completely resolved between the involved parties, leaving the question of who benefits from maintaining the new tariffs, even after the suspension decision.
TORRE.News learned from a reliable source that the INCM will only make a statement in a few days regarding the delay in implementing the old tariffs, which included unlimited services.
In situations like this, according to Article 6 of the Internal Regulations of the National Inspectorate of Economic Activities (INAE), it would be expected that this institution would intervene in defence of consumers' rights, which in this case are clearly being violated.
“INAE is responsible for monitoring compliance with the legislation regulating the exercise of economic activities and consumer protection,” reads Article 6, regarding the functions of this institution.
However, the General Inspector of INAE, Rita Freitas, told TORRE.News that currently, INAE no longer inspects entities that regulate certain services, such as the INCM itself or ANARME, only forwarding consumer concerns to these regulators.
