National Telecommunications Commission(NTC)

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Date: Feb. 18, 2021, 1:01 p.m.

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Date: 2021-02-18 13:15:26.000000

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Date: 2021-02-18 13:21:28.000000

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Complaint against Smart Bill-Excessive charging

Published by National Telecommunications Commission(NTC) on Feb. 18, 2021.
Requested from NTC by J. Palisoc at 01:01 PM on Feb. 18, 2021.
Purpose: For Smart to give fair rates to internet usage
Date of Coverage: 12/14/2020 - 01/13/2021
Tracking no: #NTC-436161009372

J.PALMA Feb. 18, 2021, 1:01 p.m.

Hi! I would like to complain a bill I received from Smart. I exceeded the 2gb allowance for my plan and the bill I received amounted to P1800.01. I filed a complaint with them and found out that instead of the rate published on their pamphlets and website (P5/15 mins) they charged me at a rate of P0.05/KB. From my computation they are charging me P1500 for 30MB which is ridiculously high even for roaming charges. In addition, this rate is not even indicated in their website. Please check into the overcharging Smart is making their consumers pay.

D.DAQUIOAG Feb. 18, 2021, 1:15 p.m.

February 18, 2021 Dear Joshua, Thank you for your request dated Feb 18, 2021 under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch, for Complaint against Smart Bill-Excessive charging. We received your request on Feb 18, 2021 and will respond on or before Mar 11, 2021 01:01:25 PM, in accordance with the Executive Order's implementing rules and regulations. Should you have any questions regarding your request, kindly contact me using the reply function on the eFOI portal at https://www.foi.gov.ph/requests/aglzfmVmb2ktcGhyHQsSB0NvbnRlbnQiEE5UQy00MzYxNjEwMDkzNzIM, for request with ticket number #NTC-436161009372. Thank you. Respectfully, Divina Daquioag FOI Officer

A.CABARIOS Feb. 18, 2021, 1:21 p.m.

February 18, 2021 Dear Joshua Palma, Greetings! Thank you for your request dated Feb 18, 2021 01:01:25 PM under Executive Order No. 2 (s. 2016) on Freedom of Information in the Executive Branch. Your Request You asked assistance for Complaint against Smart Bill-Excessive charging. Response to Request In reference to the above request, we wish to inform you that you may file a complaint to the Office of the Consumer Welfare and Protection Division (CWPD) of the National Telecommunications Commission for appropriate action by calling the numbers from 7:00 AM - 6:00 PM at 8-9213251 & 8-9267722. You may also send an email to [email protected]. Your right to request a review: If you are unhappy with this response to your FOI request, you may ask us to carry out an internal review of the response by writing to: GAMALIEL A. CORDOBA Commissioner [email protected] National Telecommunications Commission BIR Road East Triangle Diliman Quezon City Your review request should explain why you are dissatisfied with this response, and should be made within 15 calendar days from the date when you received this letter. We will complete the review and tell you the result within 30 calendar days from the date when we receive your review request. If you are not satisfied with the result of the review, you then have the right to appeal to the Office of the President under Administrative Order No. 22 (s. 2011). Thank you. Respectfully, Deputy Commissioner Edgardo Cabarios FOI Decision Maker

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