By: Nana
Appiah Acquaye
The Telecommunications/ICT
Regulatory Authority of Côte d’Ivoire (ARTCI) has begun consultations with
industry stakeholders on a proposed procedure for handling complaints from
consumers of electronic communications services.
The two-day consultation
workshop, held from August 13 to 14, 2026, brought together telecommunications
operators, internet service providers and consumer associations to review and
contribute to a draft decision governing the reception and processing of
consumer complaints.
The initiative forms part of
the implementation of Law No. 2024-352 of June 6, 2024, on electronic
communications and seeks to establish a clear and effective framework for
addressing complaints and concerns raised by users of electronic communications
services.
Opening the workshop, ARTCI
Director of Internal Control, Mrs Diakité Aïcha, who represented the Director
General, emphasised the need for a complaint-handling system aligned with best
practices and responsive to consumer expectations.
Jean-Paul Apata, Director of
Regulated Services and Consumers, welcomed the participation of the various
stakeholders, describing their involvement as an indication of their commitment
to improving consumer satisfaction and protection.
The consultations are
expected to help refine the proposed procedure by incorporating the views and
experiences of operators, service providers and consumer representatives before
the draft decision is adopted.
ARTCI said the initiative is
aimed at strengthening consumer protection and ensuring that complaints
relating to electronic communications services are received and handled through
a transparent, efficient and consistent process.
