August 1, 2025

Staff from the Consumer Support Center, International Gateway Services (IGS), Engineering & Technology, and Human Resources departments are undergoing a two-day training on the newly developed Complaint Management System (CMS), a digital platform designed by MWETANA Consulting and Technology Group.

The training is intended to ensure that staff across key units are fully equipped to manage, track, and respond to consumer complaints effectively once the system goes live. The CMS is a modern, user-friendly platform that will give consumers a simple and efficient way to report challenges with telecommunications services. Issues such as poor network coverage, internet outages, unauthorized charges, and service delays can be submitted directly by users through the system.

Once launched, the CMS will be:

 Accessible through a public web link without requiring login credentials,

 Compatible with both desktop and mobile devices, and

 Designed to provide real-time access for consumers to raise concerns and receive feedback.

Beyond convenience, the system is being hailed as a transformational tool for consumer protection and accountability. By allowing direct communication between users and service regulators, the CMS is expected to strengthen transparency, improve service quality, and ensure that consumer voices are heard in the decision-making process.

According to the LTA, the introduction of the Complaint Management System reflects its broader commitment to building a consumer-first telecom sector where customer experiences help drive better regulation and service delivery.

With the training underway and staff preparing to operate the system, the CMS is set to mark a major milestone in empowering Liberian consumers and shaping a more accountable digital landscape.