The Liberia Telecommunications Authority (LTA) has officially unveiled “The People’s Regulations,” a set of consumer protection rules aimed at addressing long-standing concerns in the country’s telecommunications sector. The regulations, signed during a ceremony in Gompa City, Nimba County, are designed to improve service quality, ensure fair pricing, and promote accountability among mobile network operators (MNOs).
Liberia’s reliance on digital communication has surged, but challenges like dropped calls, high costs, and delayed services persist. Recognising these issues, the LTA spent two years consulting with stakeholders and conducting public hearings across all 15 counties to craft a comprehensive regulatory framework. These new rules, praised for their inclusivity, represent a pivotal shift toward prioritising consumer needs.
The regulations mandate that MNOs promptly address customer complaints, restore lost data or call credits caused by network failures, and adhere to strict Key Performance Indicators (KPIs) related to call quality and internet speeds. Violators will face penalties. Additionally, a consumer support center will be established to mediate unresolved disputes between customers and service providers.
LTA Acting Chairman Patrick Honnah emphasized that the regulations aim to create a transparent telecommunications environment, aligning with international standards. The initiative also seeks to bridge the digital divide by fostering trust in digital services, which could accelerate digital adoption across Liberia.
These protections are especially critical as Liberia continues to expand its mobile and internet penetration. As of early 2024, the telecommunications industry had been plagued by customer dissatisfaction, prompting calls for stricter oversight. LTA’s actions align with global trends in telecommunications reform, ensuring consumers are shielded from predatory practices and subpar service.
The introduction of “The People’s Regulations” not only highlights the LTA’s dedication to consumer rights but also sets the stage for sustainable growth in Liberia’s telecom sector. Through robust enforcement and ongoing stakeholder collaboration, the regulations promise to improve the everyday experiences of millions of Liberians while fostering innovation and investment in the industry.
