UCC - Complaints - DOC 11

UGANDA COMMUNICATIONS COMMISSION COMPLAINTS HANDLING
GUIDELINES 2021
1. INTRODUCTION
Section 5(j) & 5(k) of the Uganda Communications Act 2013 mandates
Uganda Communications Commission (UCC) to receive, investigate
and arbitrate complaints relating to communications services, and
take the necessary action; as well as promote and safeguard the
interests of consumers and operators as regards the quality of
communications services and equipment.
This duo mandate obliges UCC to receive second-level complaints
from consumers after they have been to their respective service
provider/s and are dissatisfied with the outcome of those
engagements or an unable to access their providers.
To this end, UCC through the Consumer Affairs (CA) unit of the
Directorate of Industry Affairs and Content Development (DIAC) runs
an advocacy and complaints unit necessary for the execution of this
mandate.
2. PURPOSE
These Guidelines highlight how the Commission meets its complaints
handling mandate under Sections 5(j) & 5(k) of the Uganda
Communications Act 2013.
They are designed to ensure that consumer complaints are managed
through an effective and consistent process that meets the
requirements of the Communications Act 2013 and the current UCC
standard for handling consumer complaints.
The Guidelines are relevant to all staff but crucial to employees
involved in responding to complaints.
3. DEFINITION OF A COMPLAINT
A complaint refers to an expression of dissatisfaction by a consumer
relating to the quality of communications services in Uganda.
4. HOW TO LODGE A COMPLAINT
A consumer who is dissatisfied with a communications product or
service should contact and report the matter to their respective service
provider in the first instance. If dissatisfied with the outcome of this
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engagement, the consumer can lodge the complaint with UCC in one
of the following ways:
 By completing a complaint form on our website: www.ucc.co.ug
 Phone 0800222777 – Toll-free.
 Send an email to: [email protected]
 Via UCC’s Social Media platforms: @UCC_Official ;
@ConsumerUCC
 A letter addressed to:
The Executive Director, UCC
Plot 42-46 Spring Road Bugolobi,
P.O Box 7376 Kampala.
 By visiting the Consumer Affairs Unit on the 3rd Floor,
Communications House, Plot 1 Colville Street, 5 Portal Avenue,
Kampala.
OR
 The Commissions Regional Offices at the addresses below:
 Eastern: Plot 39/41 Republic Street, Mbale.
 Western: Plot 7 Galt Road, Mbarara.
 Northern: Plot 31 Main Street, Andrea Olal Road, Gulu.
 North Western: Plot 8 Ntuha Road, Masindi.
5. COMPLAINTS MANAGEMENT PROCESS

5.1 The UCC Complaints Management Process
A complaints management process is a structured process for
receiving, recording, investigating, responding to, and resolving
complaints.
5.1.1 Acknowledging and registering
A complaint that is escalated to the UCC is acknowledged and
registered upon receipt.
Once a complaint is received, an officer will contact the complainant
to clarify/verify the details and request additional information where
necessary. See Annex.2 for Complaint Form
5.1.2 Assessment and investigations
On receipt of a complaint, an initial assessment will be conducted to:
a) Establish if it falls under the jurisdiction of UCC.
b) Verify if all channels with the service provider have been
exhausted.
c) Categorise it according to our standard internal categorization.
d) Assess whether it can be resolved without further investigation.
e) Establish if additional information or documentation is required to
complete an investigation.
5.1.3 Action and Timelines
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Complaints differ in complexity and nature and the time taken to
handle them will reflect this. Therefore, the required action will
depend on the outcome of the assessment. However, UCC is obliged to
ensure that complaints are disposed of within thirty (30) working days
of receipt.
Some complaints lodged to the Commission are resolved immediately
depending on the nature. Where a complaint cannot be resolved
immediately the complaint is escalated to the back office (complaints
handling unit).
5.1.4 Complaints Escalation
1. Internal escalation: Where necessary, complaints are escalated to
other units/departments within the Commission to gather facts
and seek technical expertise.
2. External escalation: once all the facts about the complaint have
been gathered, the complaint is then escalated to the respective
service provider. The service provider immediately acknowledges
receipt of the complaint and is required to provide an update on
remedies or dispute resolution to the Commission within seven (7)
working days.
3. A conclusion should have been reached and relevant remedies
offered within thirty (30) working days of receiving the complaint.
4. If the complaint cannot be resolved immediately, the Commission
shall provide feedback to the complainant, ensuring the
complainant is informed of the progress and likely timeframes for
resolution.
5. UCC shall promptly communicate any decision or action to the
complainant and the same is demanded from service providers.
5.1.5 Remedies
If there is no resolution offered by the service provider or the relevant
provider does not reply to the Commission’s notification, the
Commission shall arrive at an appropriate determination as it deems
fit.
Where the complainant is not satisfied with the offer for resolution,
the Commission will decide whether the rejection of the resolution is
reasonable or not.
If the rejection is deemed unreasonable, the Commission shall advise
that the complainant accept the resolution. However, if the rejection of
the resolution is deemed reasonable, the Commission shall act to
assist the complainant accordingly.
Where the complainant or service provider is not satisfied with the
resolution or decision of the Commission, they shall have the right to
seek redress from an appropriate Court/s of law.
Options for remedies suggested to service providers include:
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1. Fixing the specific problem complained about.
2. An apology where the complaint is justified
3. An expression of sympathy for the client's situation, or their
perception of it, even if the provider has found that it is not at
fault.
4. Improving the aspect of service that led to the problem.
5. Offering to meet and explain the service being provided again if
the client is confused or misunderstands the service.
6. Offering compensation for either specific loss or general
inconvenience.
7. Offering to reduce the bill/charge or to undertake the work to
rectify the situation free of charge.
5.1.6 Closing the Complaint
If the complainant accepts the proposed decision or action, then the
decision or actions shall be carried out and recorded. However, if the
complainant rejects the proposed decision or action, then the
complaint shall remain open, and the complainant’s decision
recorded.
If the complainant seeks an internal review, then the matters will be
forwarded to an internal Commission Appellate Committee for final
determination.
6. REVIEW OF GUIDELINES
The Commission shall continually review the Guidelines for relevance
and alignment with relevant sector trends.
7. STATUS OF THESE GUIDELINES
These Guidelines are for the use and benefit of all staff. They
represent best practices in Complaints Management. However, they
are not intended to be the only standard of good practice that the
Commission can follow.

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UGANDA COMMUNICATIONS COMMISSION COMPLAINTS HANDLING

5. COMPLAINTS MANAGEMENT PROCESS

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