Click on each of our Frequently Asked Question below to learn more about the LTA!
You should first complain to your service provider and if unresolved, get in touch with LTA with relevant information such as your name, Phone number, Ticket number, Service Provider, their contact phone number and addresses.
What should I do when I am being charged for undelivered text messages, ring-tones, and screensavers?
First complain to your service provider and get back to us if the situation is not remedied.
Consumers have been advised to disregard text messages asking them to send money for prizes won from “promotions” or “games” that they never registered for. If in doubt, such persons can call their service provider for clarification or in the alternative, report such to the Liberia Telecommunications Authority. Please note that operators will call winners on their phone and not through text messages.
To enjoy the GPRS service, consumers have to make sure that their phone sets are GPRS compatible. Also, they have to activate the GPRS settings sent to them by the operator. The GPRS (General Packet Radio Service) is a GSM data transmission technique that does not set up a continuous channel from a portable terminal for the transmission and reception of data but transmits and receives data in packets.
For security and safety reasons, the use of cell phones is not allowed in an aircraft which is airborne, in hospitals, petrol stations, military zones, while driving a vehicle, and around nuclear plants.
A base station is the primary sending and receiving site in a telecommunications facility network.
Each SIM has a Personal Identification Number (PIN) which is a 4-digit code to protect it against any unauthorized use. The user has the ability to change the PIN, or set protocols for its use. If the phone is set to request for a PIN code, the phone cannot be used unless the correct PIN is entered.
PUK is the acronyms for PIN unblock Key. This is a code used to unblock a blocked SIM card, which is obtained from the network or service provider. Keying in an incorrect PUK ten times in a row will result in the SIM card becoming permanently blocked.
The SIM (Subscriber Identity Module) is the smart card inserted inside all GSM phones containing the telephone number of the subscriber, encoded network identification details, the PIN and many other user data such as the phone book. Unless restrictions are placed on the individual handsets by network operators, a GSM user’s SIM card can be moved from phone to phone as it contains all the key information required to activate the phone.
GSM (Global System for Mobile Communication) is a second generation mobile telephony system that is currently the international standard for wireless technology. GSM allows users to utilize one phone and one number in many countries throughout the world.
Do I have to wait for the Telecom Consumer Parliament to be held in my location so that I can have the opportunity to present my complaint?
The Telecoms Consumer Parliament should rotate among the various counties. However you don’t have to wait for the Telecoms Consumer Parliament to lodge a complaint. You can always make your complaint through the toll free number, e-mail or in person at the Consumer Affairs section of the Liberia Telecommunications Authority.
Yes, it is free. Consumer information and education publications are also distributed at the forum free of charge to inform and educate consumers on salient consumer issues in the telecommunication industry.
The Telecoms Consumer Parliament is held at a designated city or town within a geo-political zone in Liberia at times decided by the LTA board of commissioners. Detailed programme of event will be announced through the print and electronic media ahead of time to galvanize stakeholders’ attendance and participation.
Some of the issues raised are resolved depending on their nature during the programme. Others are resolved after the programme. To ensure that such issues are resolved, LTA formally communicates those concerns to the operators for resolution with definite time frames. The commission follows up to ensure amicable resolutions.
The Telecoms Consumer Parliament serves as a platform for consumer education and protection, as well as an avenue for telecom consumers to present their issues and problems directly to the operators for resolution. It is a forum convened by LTA, industry regulator and draws participants from operators, the consumer public, and other stakeholders.
Yes, LTA is a full-fledged government agency with independent status to effectively regulate the activities of operators, suppliers and consumers in the telecommunications industry
Consumer can lodge complaints on the following issues amongst others: disputed bills, arbitrary disconnection of lines, nonchalant attitude towards genuine complaints, poor service delivery, deceptive advertisements, unauthorized increase in prices, supply of sub-standard equipment, exploitation and invasion of privacy.
By mediating between the consumer and the operators and protecting consumers against fraudulent and unscrupulous dealings. Also, by educating consumers through consumer outreach activities, etc.
The right to be informed, the right to safety, the right to choice, the right to be heard, the right to quality of service, etc. However, note that consumers also have some obligations.
Yes. However, an aggrieved consumer is advised to first seek redress with the service provider and if unresolved, the LTA. A court action may be considered a last option.
No. The services of the LTA are rendered FREE.
Yes. When investigations are concluded the LTA Consumer Help Desk will reach the consumer by phone.
The LTA will investigate your complaint and began a resolution process with the service provider.
Toll-free numbers are numbers that allow callers to reach businesses without being charged for the call. The charge for using a toll-free is paid by the called party (the toll-free subscriber) instead of the calling party. Toll-free numbers have proven successful for businesses particularly in the areas of customer service. The following are examples of toll-free numbers of telecom companies in Liberia: 111. The LTA toll free number is 2244.
The complaint must have a valid Ticket number, name, address, phone number(s), e-mail of the Consumer, a statement of the problem and the duration, a brief explanation of the circumstances that led to the complaint, name of service provider.
A consumer can lodge a complaint by:
- Calling the LTA Contact Centre toll-free number with a valid complaint Ticket number from the Service Provider (Number to be provided soon)
- Fill the online complaint form on the LTA website
- Walk into our office and file a complaint
What is the first thing a consumer of telecom services can do in order to get his/her problem resolved?
The consumer should contact his/her service provider who will resolve the problem, please note that your Service Provider is to issue you a complaint Ticket number. Where the consumer is not satisfied, lodge your complaint with the Liberia Telecommunications Authority
LTA is committed to resolving complaints promptly, and responding to customers as soon as possible.
The LTA process can take up to 7days. LTA may extend these timeframes to help the dispute resolution process, if necessary. However many complaints will be resolved at an earlier stage in the process, and take less time to complete.
No. Most complaints will be dealt with by talking to you over the phone and through the exchange of letters.
No. The LTA scheme is a free and informal alternative to the Court System, so you won’t need a lawyer.
LTA will listen to both sides of the story, and consider all the facts. LTA will make a decision based on all the evidence presented.
Yes. Only the authorized parties involved in a dispute can access any information about it. When you file a complaint your information will not be shared with anyone else without your consent.
For us to consider your complaint, you must make a complaint to your telecommunications company within 12 months of when the event/issue occurred. Then you can make your complaint to LTA within an agreeable timeframe, 15 days after your initial complaint.
Only persons who are authorized by you can make a complaint on your behalf. However, they will have no access to confidential consumer information like call logs, etc.
Deadlock is LTA’s way of describing a point in the complaint process when:
- A consumer has come to the end of his/her telecommunications company’s complaint process and his/her complaint has not been resolved, or
- It has been 15 days or more since the customer first contacted the company and there is no resolution
When a consumer gets to this point with his/her telecommunications company, he/she can ask the company for a reference number. This might be called a complaint number, or a reference number.
The dispute process is free. Your Telecommunications company must tell you before it does anything that might be of cost to you.
You can complain about any service or product that you get from your telecommunications company. This includes land-line phones, data, internet, mobile phone, pre-pay mobile phone, and digital and cable television etc.
For us to consider your complaint, you must make a complaint to your telecommunications company first and exhaust all available avenues. Then you can make your complaint to LTA when you’ve exhausted all methods made available to you.
Appointed by the President and confirmed by the Liberia Senate, the five-member Board of Commissioners serves for a tenure of(4) four-year, which may be renewed by the President for an additional final four-year term.
The LTA Commission has five members one of whom is designated by the President of Liberia to serve as Chairman. Currently, the commissioners of the LTA are:
- Angelique E. Weeks – Chairperson
- Henry W. Benson – Commissioner responsible for Engineering & Technology
- Harry T. Yuan – Commissioner responsible for Governmental and Consumer Affairs and National Policy
- Maria Harrison – Commissioner responsible for International Gateway Services
- A. Baryogar McCritty – Commissioner responsible for Licensing and Regulations
- Advise the Minister of Posts and Telecommunications on policies for the telecommunications sector;
- Issue individual and class licenses, including licenses for international telecommunications facilities and services, and design and implement the processes for issuing such licenses;
- Resolve disputes between service providers, and between consumers and service.
To consistently create an enabling environment that promotes market driven fair competition, which provides accessible and affordable communication services for all.
To become the premier regulatory authority providing trusted leadership in the creation of a vibrant socio-economic environment, through the effective use of telecommunications and Information Communications Technologies.
The LTA was established to serve as the independent regulator of the telecommunications industry in Liberia.