Ministry moves to protect phone users<\/p>\n
The Jakarta Post, Jakarta<\/p>\n
Tari, a public relations officer, did a double take when she
\nreceived last month her phone bill, which was more than double
\nprevious months' bills.
\n \"I was receiving SMSs on information that I did not ask for. It
\nturns out that I was charged Rp 2,000 (about 21 U.S. cents) for
\neach message I got,\" she grumbled.<\/p>\n
\"I joined a quiz by sending a message to the cellular operator
\nonce, and since then I have been receiving unwanted SMSs,\" she
\nsaid. \"These days technology comes at a price. A price we have
\nnot agreed upon that is.\"<\/p>\n
Billing complaints over telecommunications services are common
\nas the industry grows.<\/p>\n
\"Some of the people I know seem to have problems with
\ntelecommunications services, from erroneously deducted credit to
\nthe inexplicably high value of phone calls,\" said Tari.<\/p>\n
Recently, a group of consumers of telecommunications firm PT
\nTelkom complained they had been charged Rp 2,000 for a service
\nthey never received.<\/p>\n
In the next couple of weeks, the Ministry of Information and
\nCommunications will issue an instruction requiring operators to
\nprovide protection as consumer billing complaints are increasing
\nin number.<\/p>\n
\"For example, every feature that operators offer must be made
\navailable on demand. Customers must be familiarized with the
\nextra charges that come with the services,\" said the ministry's
\ndirector general of post and telecommunications Basuki Yusuf
\nIskandar.<\/p>\n
The Indonesian Consumers Foundation (YLKI), however, received
\njust 54 consumer billing complaints in 2004. Complaints over the
\nuncharacteristically high value of calls were the most common
\nwith 25. Others complaints ranged from administrative problems to
\nservice quality.<\/p>\n
\"The resolution of billing problems is an uncertain area for
\nconsumers, although clearly they are the ones being abused,\" said
\nYLKI representative Karunia Asri Rahayu. \"Currently, consumers
\nalways end up having to pay for services they never demanded in
\nthe first place.\"<\/p>\n
The new regulation to be issued will deal with customers who
\nhave been billed for unasked for services.<\/p>\n
Among the features to be regulated are voice mail box, call
\nforwarding, call waiting, three party calling, abbreviated
\ndialing, detail billing and ringtone services.<\/p>\n
Operators will be required to familiarize consumers on their
\nservice charges for a period of at least one month, during which
\nthey must cease the applicable services.<\/p>\n
The features can again be made available after the
\nTelecommunications Regulatory Body (BRTI) is informed of the
\nservice contracts made with the customers.<\/p>\n
Other details on the problems of the erroneous deduction of
\ncredit and unexplained billing will be finalized in the next
\ncouple of weeks.<\/p>\n
\"There will be sanctions but we will most likely rely on the
\noperators' good faith to follow the instructions,\" said Basuki.<\/p>\n
There were 40 million cellular subscribers as of September
\n2005. Compiled data from telecommunications service providers
\nreveals that the cellular business is worth between Rp 40
\ntrillion to Rp 50 trillion annually, with SMSs contributing Rp 10
\ntrillion to the total amount.<\/p>",
"url": "https:\/\/jawawa.id\/newsitem\/ministry-moves-to-protect-phone-users-1447893297",
"image": ""
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"sponsor": "Okusi Associates",
"sponsor_url": "https:\/\/okusiassociates.com"
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