This document concerning guidelines on managing consumer complaints and claims aims to standardize the processes for handling complaints and claims across member states of West Africa. Under the auspices of the West Africa Telecommunications Regulators Association (WATRA), these guidelines aim to effectively regulate relations between consumers, operators, and other actors in the telecommunications sector. They are part of an approach to strengthening the protection of consumer interests, improving the quality of service, and increasing user confidence in telecom services.
