ARCEP Completes Information and Awareness Journey Initiative for Consumers in Lomé

The Electronic Communications and Posts Regulatory Authority (ARCEP) has concluded its information and awareness journey initiative for consumers in Lomé, with a significant number of users participating in the meeting alongside mobile phone operators.

Following the municipalities of the Gulf prefecture, Agoè-Nyivé, Zio, and Avé, it was the turn of consumers in Lomé to participate in the “Arcep listens to consumers” initiative. The event was attended by representatives from ARCEP, Moov AFrica Togo, TogoCom, and consumer associations, including the Togo Consumer League (LCT), the Togolese Consumer Association (ATC), and the Martin Luther King Movement (MMLK).

ARCEP’s Commitment to Listening to Users

The ARCEP initiative, now in its 4th edition, was launched in August 2024 with the theme “ARCEP’s commitment to listening to users, municipalities, and service operators.” The campaign aims to strengthen listening to users and populations in the field of electronic communication services.

A team from ARCEP and user associations and telephone operators traveled to several towns in the interior, providing an opportunity for users to express their concerns and difficulties with the service provided by operators.

Addressing User Concerns

According to Emmanuel Sogadji, the peculiarity of this year’s edition is the inclusion of operators, allowing users to ask questions directly to them. This enables operators to provide clarification to users and find solutions to satisfy their concerns.

Consumers welcomed the opportunity to interact directly with operators, with some expressing concerns about the Tmoney TogoCom service. Other concerns raised included the availability of the network, which is not stable, and difficulties with radio broadcasts.

A Positive Outcome

Kadiri Ouro-Agoro, director of legal affairs and consumer protection at ARCEP, expressed satisfaction with the outcome of the initiative. “We are hopeful that things will change,” he said. “And if they don’t change, we have a duty to make things change.”

The 4th edition of the Arcep initiative traveled to 117 municipalities in the country, as well as major cities, raising awareness about users’ rights and duties.

About ARCEP

ARCEP was created by the law on electronic communication on December 17, 2012, amended by the law of February 19, 2019, to regulate the electronic and postal communication markets in the context of modernity and technological development.