Consumers Federation of Kenya (Cofek) confirms that to have received numerous consumer complaints regarding the missing NTV, KTN and Citizen TV FTA channels on GoTV and StarTimes.
The disruption in the continued reception of these key channels occasions heavy inconvenience to consumers who are not party to the dispute between the two broadcast signal retailers GoTv and StarTimes on one hand and the three media houses on the other.
Cofek argue that the apology that was sent would not be enough as the consumers prepay for the services under the oral and written contract of condition FTA channels being part and parcel of all their offerings.
Kenya’s regulator (CAK) has so far not taken any measures, yet it has all the powers to summon the three broadcasting stations into a dialogue and make negotiations.
“Our demand is that the period be treated as if no services were provided and for which an equivalent credit be made to respective consumer accounts. Secondly, CAK must also reprimand the broadcast retailers to show cause why harsh regulatory action should not be taken against them for occasioning severe inconvenience for consumers out of their failed back-end deal with broadcasters,” said CoFeK
Cofek has given the four parties a period of seven days to amend their squabbles as well as compensating the consumers of the time wasted as well as the money they have paid to view these channels.
“Under the circumstances, and invoking provisions of Section 4 of the Consumer Protection Act,2012 we will commence class action proceedings against GoTv, StarTimes and CAK failing resumption of relaying FTA through the two retailers within 7 days,” said CoFeK. “We will be seeking for consumer compensation, a declaration that the two retailers have reneged on their service level agreement with the regulator and that CAK has failed to protect consumer rights as per its mandate.”