MTN Congo promised to improve the quality of its services. To this end, a trust agreement was signed on October 24, 2017, by the telecom operator and the consumer association, setting a legal framework for the obligations that the first must satisfy to please its users.

Mermans Babounga, executive secretary of the Congolse observatory for consumers’ rights, said: “We have finally reached an agreement after three years of persistent complaints from consumers. These complaints mostly regarded concerns over transparency in pricing, poor quality of network, airtime volatility, difficult access to call center, etc. MTN has made commitments, now it remains to turn those into actual actions. Meanwhile we will continue monitoring progress made in these commitments’ effective implementation”.

“Without consumers, MTN cannot exist. Therefore, they have the right to provide their customers with a service of quality. We will now have the opportunity to directly discuss with these consumers regarding their various complaints which have not been answered,” Babounga added. 

The new agreement signed between MTN and consumers follows many pubic declarations from the minister of post, telecommunications and digital economy, Léon Juste Ibombo, denouncing the poor quality of service. The telecom operator, via this contract, wishes to reassure its users of its good will to deal with this issue once and for all.