Rights of Telecommunication consumers: The Case of mobile Phone Services in Dar es Salaam,

The advancement of technology and trade liberalisation and globalisation has a range of implications on the economic and legal spheres. Institutions engaged in business employ various means as they strive to survive in the competitive market with sometimes little concern for the consumers' welfare. As a result there has been a rapid increase in the volume of consumer rights violations. Consumers, including those in telecommunication sector, are left vulnerable in this rapidly changing world. This study dwells on the adequacy of measures by the government of Tanzania to protect the consumers of mobile phone services. In this study relevant literature is reviewed and the gaps are identified. Existing literature reveals that the subject of rights of mobile phone services consumers is adequately not covered. Field research was conducted involving different categories of people such as service providers, consumers and the regulators, particularly those at the Tanzania Communication Commission through in-depth interviews, focus group discussions and filling out questionnaires. The study was conducted in Dar es Salaam Region. The findings reveal that the existing legal framework had not envisaged the problems that mobile phone service consumers would face in the wake of liberalisation of the telecommunication sector. The law was therefore simply not geared at protecting the consumers of mobile phone services. The rights of these consumers are often violated and the laws available are neither adequate nor sufficient to protect the mobile phone services consumers. There is also inadequate enforcement of the legal provisions that make some attempt to protect telecommunication service consumers. The study concludes that rights of mobile phone users are violated and that existing Jaws are not adequate to protect these consumers. Finally, recommendations are given in order to improve the situation.