The Ethiopian Telecommunications Corporation (ETC) management  held discussion with selected major customers of the South Addis Ababa Zonal office (SAAZ) at the head office Conference Hall on October 15,2004 on the telecom service provision endeavors being rendered by the Corporation.

In his opening remark to the discussion forum organized by ETC's Communication Affairs Division , Ato Tesfaye Biru, General Manager of the Corporation, said that ETC has a duty to efficiently  serve those who are in need of services in all places where there are telecom network installations. The customers have the right to demand effective and efficient telecommunication services from ETC which is the only telecom operator in the country , he added.

Deputy General Manager of Telecom Business Service Department of the Corporation, Ato Abayneh Abebe on his part said that in order to improve the service provision the Corporation has implemented new organizational structure with the delegation of authority and responsibility to the Regional and Zonal offices where  customers would have easy access to services.  The Corporation has already implemented a customer service reform program with the objective of attaining service excellence which is being carried out side by side with the implementation of infrastructural undertakings across the country , Ato Abayneh said, indicating the better result registered through the reform program regarding telecom line installation, maintenance, bill collection and the ''97'' free service center.

The participants of the discussion forum who were drawn from various governmental and non-governmental organizations and business enterprises recalled the problems they used to face before the introduction   of the service reform program and they said  after the introduction of the  reform program, the service provision of the corporation have shown remarkable progress in which most of  their problems have been addressed.

The participants further disclosed that despite the promising progress in service provision, there are still some problems that require proper attention of the Corporation. As the telecommunication service is sensitive and strongly influences one's day to day life or business activity, more efforts should be exerted specially pertaining to a  quality of the service, installation of new telephone line and maintenance, the participants remarked.

ETC management members including the Zonal Office representatives  admitted some of the problems mentioned by the participants and assured that they would do their level best to solve the problems pertaining to telecom service provision.