As promised when we broke the news that POTRAZ had ordered Netone to compensate customers who had been affected by the flaw in their OneFusion product, we have more detail now. What detail is better than the actual letter written to Netone from POTRAZ?
We have taken out the name of the official who wrote but here it is:
RE: BILLING COMPLAINTS ON NETONE DATA BUNDLES
We refer to the above matter.
The Authority has noted the billing challenges you are facing with the Onefusion product. We have also noted that you have sent a communication to your subscribers advising and admitting the same challenges. Given the extent and magnitude of complaints raised to the Regulator by the subscribers, we hereby direct you to compensate the affected consumers in accordance with the prejudice they endured. This is done in the spirit of promoting the consumers’ right to complain and redress.
Accordingly, you are further requested to provide the Authority with a database of affected subscribers that provides details of the subscriber including the name, number, and the extent to which each of them was affected in monetary terms and the compensation levels extended to the affected subscribers. The database will enable us to conduct an audit trail on whether all affected subscribers have been compensated accordingly. The database should be submitted to the Authority by 28 February 2018. You are also advised to furnish the authority with measures that you have put in place to ensure that challenges of this nature will not recur.
All you OneFusion customers, it looks like the regulator has got your back. A level playing field huh?
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