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The Authority appreciates that competition in the sector has increased following the increase in number of service providers. Therefore the need to empower consumers cannot be over emphasized in line with the consumer protection and public education mandate under the Communications Act and the E-Transaction Act.


MACRA believes that there is need to educate consumers to be alert of the quality of the products, and possible deficiencies in the services from the growing sector.


The Consumer Affairs Unit plans, develops and conducts a countrywide series of consumer education and awareness activities through mass media and outreach programmes such as; Consumer Public Dialogues, Panel Discussions, ICT Youth Forums, Radio Talk shows, TV Programmes, School visits, Video clips. The activities are organized in collaboration with Communications Department.


The overall goal of these consumer awareness activities is to create and sustain awareness amongst different categories of consumers of communication services with a view of enabling them make informed decisions and Essential issues consumers are educated on include

  • Consumer rights and obligations
  • Redress seeking mechanisms
  • Consumer assertiveness

  • Communications sector trends
  • Empowering them in practicing strong and safe online habits, to protect their identity and networks
  • ICT developments and opportunities

Through the awareness activities, a number of consumer concerns are identified, instant consumer feedback is got and dialogue between consumers, the regulator and service providers is strengthened.