The National Communications Authority (NCA) in Ghana has announced that it has intervened in an dispute between Glo Mobile Ghana and Surfline Ghana. The NCA met with both Glo and Surfline to determine the details and extent of the issue.
Director General of the NCA, Joe Anokye, emphasised the importance of communication services to national development and the need to ensure that consumers are protected even during disputes.
In a statement, NCA revealed that they advised both parties to refer all disputes between them to the NCA for redress and directives for further and external actions if need be.
The statement continued, “On their part, Surfline was cautioned to ensure that they meet all obligations to all stakeholders to avoid a repetition of such issues and to ensure that their customers duly receive the benefits of the services they had subscribed to. The Surfline network has since been restored.”
Glo Ghana stopped providing support service for Surfline to deliver its internet service, due to an outstanding debt owed by Surfline. The dispute resulted in Surfline’s network being impaired and disruptions to service for Surfline customers from 31 July.
In a Facebook post, on July 31, 2018, Surfline apologised for the internet blackout attributing it to “technical challenges.”
“Dear Customer, we apologize for your inability to access our network at the moment due to some technical challenges. Our Team is working to restore service.”
“There are no specific timelines as at now. Our team is working around the clock to restore connectivity as soon as possible. We will communicate with you via SMS & Social Media when our services are fully restored. Thank you for your patience,” it added.
The service was later restored days later.
The NCA informed all consumers and the general public that the Authority is committed to protecting consumers as well as ensuring that players within the communications industry abide and comply with the relevant regulations and licence obligations for sustained and continuous telecommunications service.
Finally, the NCA thanked the two (2) parties, Glo and Surfline, for their readiness to work with the Authority and further reminds all players within the industry of their role within the industry.