HIBAPRESS – Casablanca
The decision by Inwi to change the value of one of its monthly subscription offers (forfait) from 200 dirhams to 300 dirhams has sparked a wave of dissatisfaction among a number of customers, who confirmed that they were surprised by the increase without receiving a clear or prior notice explaining the nature of this amendment.
A number of customers stated in statements to HIBAPRESS that the value of the monthly bill increased surprisingly after the offer they had been benefiting from for some time was modified, without receiving any official notice explaining the reasons for this change or its details. Some customers in their complaints considered that such a step undermines the principle of transparency and respect that is supposed to frame the relationship between telecommunications companies and consumers. Observers believe that any change in subscription terms or the value of offers should be done according to a clear procedure based on informing customers in advance and giving them the right to accept or reject the amendment, or even terminate the contract without any financial consequences, in respect of consumer rights. In this context, some actors are raising questions about the role of regulatory bodies in monitoring such practices, led by the National Agency for the Regulation of Telecommunications, especially in light of demands to strengthen monitoring mechanisms and ensure respect for customer rights within the telecommunications sector. This debate has also reopened the discussion on the need to strengthen the rules of transparency and governance within the sector, to avoid any practices that may harm the interests of consumers or undermine the trust of customers in the services of telecommunications companies. Pending official clarifications from the aforementioned company regarding this increase, a number of customers demand the need to clarify the terms of the new offers and respect the consumer's right to obtain complete information before making any change that affects their financial obligations.
