Internet Service Providers (ISPs) have a fiduciary responsibility to make full disclosures to customers regarding their services before making sales, says Consumer Council of Fiji chief executive Seema Shandil.
She said complaints filed with the Council have revealed that internet services are either not available or intermittent in certain areas, however the same is not revealed when modems and internet packages are being sold.
“ISPs must honor consumers’ rights to information by providing all relevant facts so that consumers can make an informed choice.”
“If ISPs provide correct information such as identified areas where their services maybe limited, consumers will be able to choose the best products for them. Purchasing modems and internet plans which consumers are not able to use at their home is simply a waste of their money.”
Shandil said the Council has also received cases whereby certain consumers were billed hundreds of dollars during periods of internet outage in their locality.
“Billing consumers for internet services not rendered causes great inconvenience. Apart from not being able to access internet services; which has become part and parcel of everyday life, consumers also end up facing additional unnecessary hassle in trying to obtain a redress from the ISP.”
“Therefore, ISPs must ensure that their customers are only billed for services utilized and any discrepancies in their services must be communicated with customers in a timely manner,” she added.