(Ecofin Agency) – ARCEP calls on mobile and fixed operators to ” more investment to improve the quality and availability of services and more efforts to lower prices, especially for mobile services which are still among the most expensive in the WAEMU zone at the entry level ».
In Togo, the majority of consumers of electronic communications services (64% at least) are dissatisfied with the services provided by the various operators operating in the country. This is revealed by the Regulatory Authority for Electronic Communications and Posts (ARCEP), which carried out a satisfaction survey from May 30 to June 17, 2022 throughout the national territory.
According to the results of the survey carried out among customers of fixed-line Internet providers, dissatisfaction is linked, among other things, to the cost, quality and unavailability of services. Precisely, relay TogoFirst, 78% of Togo Telecom (TGT) and 68% of Group Vivendi Africa Togo (GVA) customers deplore the high cost of services offered to them by operators. 40% of GVA customers and 32% of TGT denounce service quality problems. On the unavailability of services, 42% of GVA subscribers and 32% of TGT are not satisfied.
Customers of mobile operators Togocel (75%) and Moov Africa Togo (64%) cite the same shortcomings as those of internet providers, according to the Constable of Electronic Communications and Posts in Togo. In addition, they complained reception of untimely messages of an nature, abnormal exhaustion of packages and long delays in repairing malfunctions ».
According to the regulator, the different feelings expressed by consumers are in line with the studies it has carried out on tariffs and quality of service (QoS) measurements, which have been published recently.