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Messaging users complain more


Johannesburg, 29 Feb 2008

There are both advantages and disadvantages to being a self-regulating industry, says Pieter Streicher, MD of BulkSMS.com.

"The advantage of such an industry body, such as the Wireless Application Service Providers Association (Waspa), is that it is flexible and acts quickly as new technology evolves. It allows industry players the necessary freedom to grow their businesses but at the same time ensures consumer and business confidence by acting against damaging practices within the industry."

However, the problem with any self-regulatory body is that it can only regulate itself, or, in this case its Wasp members, he notes.

Unfortunately, there are still several messaging services that do not involve Wasps at all. "Ideally, consumers should be able to get a resolution for all mobile messaging complaints from one body."

Streicher says that without a body like Waspa, the government could impose restrictions that could impact on the industry. "Waspa allows us to demonstrate to government that the South African mobile messaging industry can act on, and resolve, consumer complaints."

Complaints submitted to Waspa increased more than threefold from late 2006 to November 2007. Streicher says this means more mobile users are becoming aware of their rights and are using their power as a consumer, as well as gaining more confidence in the mobile messaging industry.

Since 2005, the fines for breaching the Waspa code of conduct totalled R1.6 million; R560 000 worth were issued in January 2008 alone, he concludes.

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