Vodacom Lesotho launches Consumer Protection Code

By Neo Kolane

Vodacom Lesotho has reaffirmed its commitment to empowering its customers and safeguarding their rights by introducing the Vodacom Lesotho Consumer Protection Code.

The code, which was introduced on Wednesday this week, guarantees access to services, freedom of choice, clear and transparent agreements, accurate billing, consumer education, privacy protection, fair treatment, prevention of market abuse, and an effective grievance resolution mechanism.

The chief executive officer of Vodacom Lesotho, Mohale Ralebitso, explained that the company decided to introduce the Code of Conduct based on their tagline of “going further together.”

The tagline signifies that the company and its customers are on a journey together, and customer satisfaction is essential for this journey to progress positively

Ralebitso emphasised that exceeding customer expectations is their goal, not just satisfying them.

He highlighted the company’s commitment to quality service and ensuring customer delight, going beyond minimum regulatory requirements set by the Lesotho Communication Authority

“We do not just want to make our customers happy, we want to exceed their expectations.

“Besides the Lesotho Communication Authority (LCA) having minimum requirements that we have to use, Vodacom Lesotho has noted that we have a responsibility to delight our customers,” he said.

He also indicated that the default standards of service in Lesotho should increase, so that whoever comes into the country remembers that Basotho are conscious when it comes to tourists, customers, and each other.

On his part, the executive head of external affairs and regulatory of Vodacom Lesotho, Tṥepo Ntaopane, expressed a strong commitment to consumer rights and a positive customer experience through the implementation of the code.

Ntaopane said this underscores Vodacom Lesotho’s promise of ensuring that every interaction with its services is marked by integrity, transparency, and respect among all people who engage with it.

“With this Code, customers can expect transparent and fair dealings with Vodacom Lesotho, as the company is dedicated to ensuring that their rights are protected at all times,” he said.

Speaking at the same occasion, the manager regulatory affairs at Vodacom Lesotho, Mpoi Nkhasi, highlighted that the Vodacom Lesotho Code serves as a code of conduct aimed at safeguarding consumer rights.

Nkhasi explained that this code aligns with the LCA Administration Rules of 2016, which mandate of compliance with regulations and guidelines pertaining to consumer protection.

She noted that these regulations were formulated in 2022.

“The guidelines and code of conduct at Vodacom Lesotho are binding commitments to protect consumer rights to the fullest extent possible.

“Through the development of code of conduct, Vodacom Lesotho aims to transparently illustrate to consumers how each of their rights is safeguarded by the company,” she added.

According to the Vodacom Lesotho Consumer Protection Code, this commitment is not just a compliance requirement, but a standard they hold themselves accountable to, working closely with its subscribers and consumers to ensure innovative solutions, products, and services are provided for that respond to their needs.

It will also offer good customer experience when accessing and using products and services, including a complaints’ handling procedure for complaints.

The code also shows that Vodacom is committed to protecting the privacy of its customers and has put in place measures to ensure that all confidential information and communication is protected.