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Activists protest outside Digicel HQ over company’s data service
Just as Digicel celebrated eight years of providing cell phone service in Guyana, social activists Leonard Craig and Freddie Kissoon protested outside the company’s main office on Barrack Street, Kingston, last Friday, over what they consider to be unfair customer treatment.
Leonard Craig (left) and Freddie Kissoon protest outside Digicel Guyana’s Barrack Street main office.
Last May, Craig won the landmark case against Digicel Guyana whereby the Public Utilities Commission (PUC) ruled that the mobile company not charge customers for its voicemail services.
According to Craig, this latest protest action is directed at the cell phone company’s internet data service plan.
“When you sign up for your data plan and it has ended Digicel does not give you the option of renewing the plan on the same terms, whether you want to join another plan or if you want to terminate the service,” explained Craig.
Kaieteur News was made to understand that the company was “arbitrarily” deducting the credit paid from a customer’s phone without them being aware of the fact.
Craig further explained that a dollar is deducted for every kilobyte used after the prepaid data plan has expired. This, he said, is done without notifying the customer that their data plan has ended, and has the customer unknowingly paying for a still active service.
“I am certain that 100 percent of Digicel’s consumers do not know how to calculate exactly when their data plan is expired and how much is being deducted after the expiration,” stressed Craig.
For the future, Craig hopes that his demonstration will influence a change in policy on the part of Digicel Guyana. The activist clarified that he has no problem with Digicel’s pricing, as he respects the company’s freedom to charge for their service.
However, Craig emphasised that the company is not free to take money from customers without their consent. He proposed a simple solution to the problem would be to inform consumers via a message that their plan has ended, therefore allowing them to decide how they want to continue with the service.
Meanwhile, Kissoon voiced his support for Craig’s protest action while he too feels that corporate companies like Digicel are abusing their position in various ways.
According to the newspaper columnist, yesterday’s protest action was meant to bring the public’s awareness as to how corporate companies work.
He further said that even companies like Republic Bank Guyana take advantage of their users as he cites that they have an “ineffective” mailing system when corresponding with their client base.
“Both of these companies (Digicel and Republic Bank) are allowed to do this because they don’t have a Trade Union body in a country that also has an inactive Consumer Rights Association,” related Kissoon, “these pickets are meant to bring out the rights of the consumer to the public.”
Kissoon also continued to say that he does not see Digicel fulfilling their corporate responsibility to the disadvantaged Guyanese public. The social activist elaborated that the company is more seen promoting sports and music events rather than helping the less fortunate.
Responding to this claim, Digicel Guyana’s Chief Executive Officer (CEO) Gregory Dean, affirmed that the company does indeed fulfill its corporate responsibility, and has publicised it regularly.
“I don’t understand his demands, as Digicel has always publicised its role in being socially responsible to the public,” Dean said.
“I do not think that these claims are true. In fact he can check our track record and see that we have fulfilled these duties.”
Dean added that Kissoon cannot accuse Digicel of not conducting their corporate duty. “If he is not aware of our work, then what are we to do?” asked the CEO.
In addressing Craig’s concerns of overcharging customers, Dean informed that Digicel is aware of the problems arising from their data plan policy and they are looking into rectifying these concerns.
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