A. RURA NI IKI?
I. Imiterere ya RURA
Itegeko n°09/2013 ryo kuwa 01/03/2013 ni ryo rishyiraho Urwego
rw’igihugu rushinzwe kugenzura imikorere y’inzego zimwe z’imirimo
ifitiye igihugu akamaro rikanagena inshingano, ububasha, imiterere,
n’imikorere byarwo. RURA ni amagambo ahinnye y’icyongereza
aturuka kuri Rwanda Utilities Regulatory Athority.
RURA ifite ubuzima gatozi n’ubwisanzure mu micungire y’umutungo
n’abakozi. Ifite icyicaro mu Mujyi wa Kigali kandi ishobora gushyira
amashami yayo hirya no hino mu gihugu.
Nk’uko biteganywa n’ingingo ya 11 y’itegeko ryavuzwe haruguru,
RURA irebererwa na Serivisi za Minisitiri w’Intebe.
Urwego rukuru rw’ubuyobozi rwa RURA ni Inama Ngenzuramikorere
hagakurikiraho ubuyobozi bukuru bwungirijwe n’amashami ane.
Ibyo ukeneye kumenya
kuri RURA
n’uburyo irengera umufatabugtuzi
Aderesi
B.P. 7289 Kigali-Rwanda
Phone: (250) 252 58 45 62
Hotline: 3988 NI ubuntu!
Fax: (250) 252 58 45 63
Website: www.rura.rw
Email: [email protected]
[email protected]
Aka gatabo ni inshamake y’ibyo buri muntu agomba kumenya kuri
RURA, icyo imariye igihugu muri rusange, abashoramari
n’abahabwa serivizi mu bijyanye n’imirimo igenzura. Kateguwe
n’ishami rishinzwe ibijyanye n’abafatabuguzi.
1.1. Inama Ngenzuramikorere
Ni inama y’ubutegetsi ya RURA. Igizwe n’abanyarwanda barindwi
b’inyangamugayo batuye mu Rwanda kandi bafite ubumenyi mu byo
RURA igenzura. Muri abo barindwi harimo n’umuyobozi mukuru ari
nawe mwanditsi w’Inama Ngenzuramikorere
Abagize iyo Nama bashyirwaho n’Iteka rya Perezida mu gihe cy’imyaka
ine ishobora kongerwa rimwe uretse Umuyobozi Mukuru kuko we
yagenewe imyaka itanu ishobora kongerwa rimwe. Iryo teka rigena
kandi Perezida wayo hanyuma mu nama ya mbere, abagize Inama
Ngenzuramikorere bakitoramo uwungirije Perezida.
Kugira ngo hatabaho igongana ry’inyungu, kirazira ko umuntu ashyirwa
muri iyo nama ari umwe mu bayobozi cyangwa abakozi bakuru b'ikigo
cyigenga gikora imirimo igenzurwa, ndetse n’iyo ataramara nibura
imyaka itatu ayivuyemo ntiyayishyirwamo. Na none kandi, ntiyemerewe
kuyinjiramo akora umurimo wabangamira imikorere ya RURA, cyangwa
se iyo we ubwe cyangwa abagize umuryango we kugeza ku rwego rwa
Urupapuro rwa 1 ku mpapuro 8
mbere bafite imigabane cyangwa inyungu mu bucuruzi bw'imirimo
RURA igenzura.
III. Imikoranire ya RURA n’izindi nzego
RURA ikorana n’inzego zitandukanye zashyirwa mu byiciro bitatu.
Mu gihe izindi nama z’ubutegetsi ziterana nibura rimwe mu gihembwe,
inama ngenzuramikorere yo iterana nibura buri kwezi.
3.1. Inzego zishyiraho politiki: ni izishyiraho umurongo ngenderwaho
ari zo zirimo guverinoma, misinisiteri, inteko ishinga amategeko
n’izindi; mu by’ukuri, RURA igendera ku murongo wa politiki no ku
mategeko izo nzego zishyiraho ariko ku rundi ruhande, mu bijyanye
n’imirimo igenzura, RURA izigira inama, ibyibwirije cyangwa ibisabwe,
mu ishyirwaho rya politiki cyangwa amategeko mashya.
1.2. Ubuyobozi Bukuru
Ubuyobozi Bukuru bugizwe n’amashami ane akurikira:
1. Irishinzwe itumanaho, iposita no kugenzura itangazamakuru;
2. Irishinzwe gutwara abantu n’ibintu;
3. Irishinzwe ingufu, amazi, isuku n’isukura;
4. Irishinzwe ubuyobozi, amategeko, ibijyanye n’inganda no
kurengera abafatabuguzi.
Ayo mashami manini uko ari ane agabanijemo andi mashami mato mato
ashyira mu bikorwa inshingano zagenwe n’itegeko.
Umuyobozi mukuru n’abayobozi bakuru bungirije bayobora amashami
ane yavuzwe bashyirwaho n’iteka rya minisitiri w’intebe; abakozi bo
bashyirwaho
n’ubuyobozi
bukuru
bakemezwa
n’Inama
Ngenzuramikorere.
II. Imirimo RURA ishinzwe kugenzura
Nk’uko biteganywa mu ngingo ya kabiri y’itegeko ryavuzwe haruguru,
imirimo RURA ishinzwe kugenzura ni iyi ikurikira:
1. itumanaho, ikoranabuhanga mu isakazabumenyi, isakazamakuru
n’indi
mirimo
ikomoka
ku
ihurirana
n’iyuzuzanya
by’ikoranabuhanga, nk’itumanaho rikoresheje interineti n’ubundi
buryo bwo gukwirakwiza amajwi n’amashusho bukoresheje
isakazabumenyi n’itumanaho mu ikoranabuhanga;
2. serivisi z’amaposita;
3. ingufu zisubira n’izitisubira, n’imyuka ikoreshwa mu nganda,
ibitembo n’ibigega;
4. amazi;
5. isuku n’isukura;
6. gutwara abantu n’ibintu;
7. izindi nzego z’imirimo bibaye ngombwa.
Kubera ko inzego RURA igenzura hari ubwo ziba zegamiye kuri
minisiteri zitandukanye (urugero ibijyanye n’ikoranabuhanga bibarizwa
muri MYICT mu gihe ibijyanye no gutwara abantu, ingufu, amazi
n’amashanyarazi bibarizwa muri MININFRA) hateganijwe iteka rya
minisitiri w’Intebe rigena uburyo izo minisiteri zihuza ibikorwa na
RURA mu gushyira mu bikorwa inshingano za buri ruhande.
3.2. Abagurisha ibintu bitandukanye ndetse na serivisi: hari abantu
ku giti cyabo, koperative n’amasosiyeti. RURA ibashyiriraho
amabwiriza, ikabereka ahari amahirwe mu gushora imari n’uburyo
batera imbere, ikabaha uruhushya rwo gukora, ikagenzura ko bubahiriza
amategeko n’amabwiriza agenga imirimo bakora ndetse ikanabagira
inama mu bintu bitandukanye.
Urupapuro rwa 2 ku mpapuro 8
3.3. Abafatabuguzi: ni abakenera serivisi mu nzego zavuzwe haruguru;
hari abantu ku giti cyabo, ibigo, ibya Leta cyangwa ibyingenga,
amashyirahamwe y’abafatabuguzi. RURA ikorana nabo mu guharanira
inyungu zabo kugira ngo serivisi zikenerwa ziboneke ari nyinshi, nziza
kandi ku giciro gikwiye.
RURA ihugura abafatabuguzi ibakangurira kumenya uburenganzira
bwabo no kubuharanira bo ubwabo. Ikindi RURA ikora, ni ukwita ku
nyungu zabo mu ishyirwaho ry’amategeko n’amabwiriza ashobora
kubagiraho ingaruka.
IV. Inshingano za RURA
Muri iyo mirimo igenzurwa, RURA ishinzwe ibi bikurikira:
1) gushyiraho amabwiriza;
2) gutanga ibyemezo, uburenganzira n’impushya;
3) kugenzura iyubahirizwa ry’amategeko n’amabwiriza;
4) gushishikariza abatanga serivizi n’ibyangombwa kubigeza hirya no
hino;
5) gukora ku buryo imirimo ifitiye igihugu akamaro ikomeza gutangwa
idahagaze no kubungabunga inyungu rusange;
6) kurengera no guteza imbere inyungu z’abahabwa n’abatanga serivisi;
7) guteza imbere ikwirakwizwa rya serivisi zigenzurwa, zikagera ku
bafatabuguzi bose harimo abafite ubushobozi buke, abatuye mu
cyaro n’abanyantege nke;
8) guteza imbere imikorere hakurikijwe politiki ya Leta y’ubukungu
n’imari;
9) guteza imbere no kongera ubumenyi rusange, ubukangurambanga,
n’imenyakanisha ry’imirimo ngenzuramikorere; muri ubwo
bukanguramabaga havugwa nko ku bijyanye n’inshingano, ububasha
n’imirimo bya RURA, uburenganzira n’inshingano z’abafatabuguzi
n’abatanga serivisi, uko ibirego bitangwa n’uburyo bikemurwa.
V. Ububasha
Itegeko rishyiraho RURA ryayihaye n’ububasha butuma ishobora kugera
ku nshingano zayo; ubwo bubasha nk’uko bukubiye mu ngingo ya
gatandatu kugeza ku ya cumi z’itegeko ryavuzwe ni ubu bukurikira:
1. gushaka amakuru harimo no gukora iperereza ahatangirwa
serivisi zigenzurwa;
2. gutanga ibihano byo mu rwego rw’ubutegetsi mu gihe
hatubahirijwe iri tegeko n’andi mategeko n’amabwiriza agenga
inzego zigenzurwa;
3. gukemura no gufasha mu ikemurwa ry’impaka zivuka mu nzego
z’imirimo igenzurwa;
4. guha amabwiriza utanga serivisi y’imirimo igenzurwa ariko
uruhushya rwe rukaba rushobora kuba rwarateshejwe agaciro,
rwarahagaritswe by’agateganyo rwarahinduwe cyangwa
rwaravanyweho, no gushyiraho umucungamutungo.
5. gukora igenzura rihoraho ry’ibiciro n’andi mafaranga asabwa
n’abatanga serivisi zigenzurwa.
6. gusaba urwego rugenzurwa kuyiha amakuru ku bikorwa byarwo.
Ayo makuru ashobora kuba akubiyemo ibi bikurikira: ibirebana
n’imari, tekiniki, ubumenyi, imenyekanisha ry’isoko, ubucuruzi,
dosiye z’ibibazo bijyanye n’amategeko n’amakuru yerekeranye
n’ibicuruzwa, amakuru afitwe n’urwego rugenzurwa, ayo
rushobora kugeraho n’ayo rushobora kubona mu buryo
butarugoye.
7. ububasha bw’ubugenzacyaha ndetse n’ubwo kuburana mu nkiko.
8. kugera ahatangirwa serivisi z’ibikorwa by’ubucuruzi igihe cyose,
hakurikijwe amategeko, mu kugenzura no guhabwa amakuru
yose ya ngombwa.
B. UBURENGANZIRA BW’UMUFATABUGUZI
I. Umufatabuguzi ni nde?
Umufatabuguzi ni umuntu wese ugura ikintu cyangwa serivisi byo
gukoresha atagamije kubicuruza; ugura ashobora kuba umuntu cyangwa
ikigo, icya Leta cyangwa icyigenga.
Impamvu kurengera umufatabuguzi bikenewe ni nyinshi. Mbere na
mbere, umufatabuguzi ni inkingi ikomeye y’ubukungu bw’igihugu kuko
Urupapuro rwa 3 ku mpapuro 8
ni we wishyura. Ku mafaranga aba atanze haba hakubiyemo n’igihembo
cy’abakozi batanga serivisi, ikiranguzo cy’ibigurishwa, inyungu
z’ucuruza imisoro n’ibindi. Hejuru y’ayo mafaranga, umufatabuguzi
atakaza igihe n’imbaraga mu gutekereza ku cyo agiye gukora.
N’ubwo abafatabuguzi ari inkingi ikomeye y’ubukungu bw’igihugu hari
benshi batazi gusoma kandi n’ababizi harimo abadafata umwanya
uhagije wo gushakashaka no gucukumbura amakuru abareba ayo
bahawe n’ayo batahawe.
Na none, abafatabuguzi benshi barangwa no kudakorera hamwe kuko
buri wese agura ku giti cye akitahira. Benshi baratatanye hirya no hino
kandi nta buryo bufatika bwo kuba bashyira hamwe; hejuru y’ibyo hari
abo usanga bakennye n’abatabangukirwa kumva no guharanira
uburenganzira bwabo.
Nyamara ku ruhande rw’abatanga serivisi, baba bafite imikorere ihamye,
ubumenyi n’amikoro ahagije, bakaba bashobora kunyunyuza
umufatabuguzi mu buryo bwinshi butandukanye nk’ubucuruzi budaciye
mu mucyo, amatangazo yamamaza atavuga ukuri kuzuye, serivisi
zituzuye, ibicuruzwa by’ibyiganano n’ibindi.
No ku ruhande rw’utanga serivisi, ni ingenzi kurengera umufatabuguzi
ku mpamvu zikurikira:
Ku nyungu zirambye z’utanga serivisi: mu by’ukuri abafatabuguzi
nibo bishyura byose bijyanye no kugira ngo serivisi iboneke. Nta
mufatabuguzi, nta nyungu yaboneka, ni naho havuye ya mvugo ngo
“Umukiriya ni umwami”. Ucuruza ashobora kugera ku nyungu
zirambye iyo atanga ibihuye n’ibyo abakiriya be bifuza bityo
akabagumana igihe kirekire ndetse bakiyongera.
Hari umutungo w’igihugu muri rusange abatanga serivisi bakoresha
bakaba rero nabo bakwiye gutanga serivisi nziza ku nyungu rusange
y’igihugu.
Abatanga serivisi bunguka ari uko abafatabuguzi baguze. Ni ukuvuga
rero ko abafatabuguzi ari abafatanyabikorwa batakwirengagizwa
n’urwego urwo ari rwo rwose.
Ku rwego rw’umutimanama w’inyangamugayo, nta muntu cyangwa
urwego rwemerewe kubangamira cyangwa kunyunyuza undi.
Iyo hari ikibangamiye inyungu rusange y’abaturage, Leta ifata iya
mbere mu gukemura ikibazo kuko ifite mu nshingano zayo kwita ku
muryango nyarwanda ugaragaramo n’abatishoboye ariko bakeneye
serivisi mu mibereho ya buri munsi. Ni byiza rero ko utanga serivisi
akora neza atiriwe abisabwa n’inzego za Leta kuko bigira ingaruka
ku isura y’ikigo kiri mu ruhando rw’ibindi ku isoko.
Mu rwego rwo guhiganwa ku isoko no kunguka bihagije bakoresha
uburyo bwose bushoboka harimo n’ubudaciye mu kuri kugira ngo ibyo
bakora bigurwe. Muri ubwo buryo harimo ubu bukurikira:
o Hari igihe abagurisha bazamura ibiciro, nyuma bakabisubiza aho
byari bisanzwe bigatuma hari abibwira ko igiciro cyamanutse maze
bakagura batabitekerejeho neza.
o Hari igihe abatanga serivisi bashyiraho ibiciro biri hejuru ku bikwiye
serivisi: ibintu bw’umwimerere bakaba babihenda cyane cyangwa se
ibintu by’ibyiganano bakabigurisha nk’iby’umwimerere.
o Hari igihe habaho kwamamaza bidatanga amakuru y’ukuri.
o Gukora ku buryo serivisi zisa n’aho ari nkeya kugira ngo ibiciro
byurizwe.
Ibyo byose bimaze kuvugwa haruguru ni byo byatumye ibijyanye no
kurengera umufatabuguzi bishyirwa mu mategeko
II. Amategeko arengera umufatabuguzi
Hari amategeko menshi agamije kurengera
inyungu z’umufatabuguzi iry’ibanze mu
bijyanye n’ibyo RURA igenzura ni Itegeko
n°09/2013 ryo kuwa 01/03/2013 rishyiraho
Urwego rw’igihugu rushinzwe kugenzura
imikorere y’inzego zimwe z’imirimo ifitiye igihugu akamaro rikanagena
inshingano, ububasha, imiterere, n’imikorere byarwo.
Hamwe n’iryo tegeko hari amategeko agenga inzego z’imirimo
zigenzurwa na RURA. N’ubwo ibijyanye no kurengera umufatabuguzi
bitavugwa mu buryo butaziguye hari ingingo zigenda zigaruka ku
nyungu z’umufatabuguzi. Hari kandi amabwiriza n’ibyemezo by’inama
ngenzuramikorere ndetse n’ibyemezo RURA iha inzego zigurisha ibintu
na serivisi ishinzwe kugenzura.
Urupapuro rwa 4 ku mpapuro 8
Ntawakwibagirwa Itegeko Nº 36/2012 ryo kuwa 21/09/2012 rigenga
ihiganwa mu bucuruzi no kurengera abaguzi kimwe n’Itegeko ryo kuwa
30 nyakanga 1888 rigena urwunge rw'amategeko y'imbonezamubano
[Igitabo cya mbere] Ibyerekeye imirimo nshinganwa cyangwa
amasezerano
III. Uburenganzira bw’umufatabuguzi
Uburenganzira bw’umufatabuguzi buvugwa kenshi ni umunani ari bwo
bukubiye mu mbonerahamwe ikurikira.
1
2
3
4
5
6
7
8
Imbonerahamwe y’uburenganzira bw’umufatabuguzi
Serivisi y'ibanze
Serivisi yizewe
Guhabwa amakuru
Gutoranya
Kwigishwa
Ibidukikije bizira umuze
Kurenganurwa cyangwa gusana ibyangijwe
Guhagararirwa
1. Serivisi z’ibanze
Hari ibintu by’ibanze kugira ngo umuntu abone serivisi. Bimwe muri
ibyo ni ibikorwaremezo nk’umuhanda, umuyoboro w’itumanaho,
w’amashanyarazi cyangwa amazi. Ntawavuga uburenganzira ku
itumanaho kandi nta muyoboro w’itumanaho uhari; ntawavuga guhitamo
neza mu itwara ry’abantu kandi nta modoka zihari.
Uburenganzira bw’ibanze ni no kuba serivisi zihari abantu bashobora
kuzikoresha mbere na mbere kuko zihari ariko kandi kuko igiciro
kidahanitse cyane ku buryo cyabuza abaturage kugera kuri iyo serivisi.
Ikindi kiranga serivisi y’ibanze ni ugufasha abafite ubumuga kugera kuri
serivisi abandi bahabwa. Ubundi burenganzira bwose bushingiye kuri
ubwo bwa mbere;
2. Serivisi yizewe
Serivisi iba yizewe iyo itagira icyo ihungabanya ku
buzima bw’umuntu ngo ibe yamukomeretsa cyangwa
ibe yamutera izindi ndwara we ku giti cye ndetse
n’abagize umuryango we. Kuba yizewe ni no
kugabanya ibyatera umufatabuguzi impungenge.
Kugira ngo serivisi ibe yizewe, ni byiza ibikoresho
bizima byifashishwa mu gutanga serivisi. Icya mbere
na mbere ni ibikoresho bizima ku bijyanye na
tekiniki; Ahatangirwa serivisi hagomba kuba hari
umwuka n’umutuzo byiza ndetse n’isuku.
Na none, abakozi bagomba kuba bafite ubumenyi buhagije mu byo
bakora kandi bakabona amahugurwa yongera ubwo bumenyi.
3. Guhabwa amakuru
Umufatabuguzi afite uburenganzira bwo guhabwa amakuru y’ukuri
kandi yuzuye ku bijyanye n’ireme, ingano, ubuziranenge ku biciro
bikurikizwa n’ubwishingire (garantie), uko serivisi ikora, amasaha
itangirwaho, ibigize igicuruzwa, ubwoko bwacyo, igihe cyakorewe
n’igihe kizasazira n’ibindi.
Ni byiza kandi ni n’itegeko ko abatanga serivisi batanga amakuru yose
ya ngombwa atuma abafatabuguzi bashishoza neza mbere yo kwishyura.
Ntibyemewe gutanga amakuru atari ukuri cyane cyane nko mu gihe
abatanga serivisi bamamaza ibigo byabo.
Bumwe mu buryo abatanga serivisi bakoresha mu gutanga amakuru ni
ugushyira ahagaragara amakuru arebana n’ibimaze kuvugwa; bishobora
kugaragara nk’iyamamaza rimanitse, udutabo duto, amakuru atambuka
kuri televiziyo no ku bindi bikoresho byabugenwe.
Urupapuro rwa 5 ku mpapuro 8
Inzego zigisha ni nyinshi, RURA yo ikaba ifite umwihariko wo kuba
ibifite mu nshingano zayo kuko ibisabwa n’itegeko riyishyiraho rikagena
inshingano n’imikorere yayo.
4. Gutoranya
Ni uburenganzira bwo guhitamo
serivisi inoze. Uburenganzira bwo
guhitamo
bivuga
ko
Umufatabuguzi agomba guhabwa
ubushobozi
bwo
kugereranya
gutoranya muri serivisi nyinshi
zitangwa, akaba yahitamo akurikije
igiciro cyangwa ireme rya serivisi
mbere y’uko yishyura.
Uburyo bwo kwigisha abafatabuguzi buri kwinshi: hari ibiganiro,
inyandiko, amashusho n’ibyapa bimanikwa ahantu hatandukanye.
6. Ibidukikije bizira umuze
Ubuyobozi bushyiraho politiki igamije kurengera ibidukikije muri
rusange. Abatanga serivisi nabo bakwiye buri gihe gukora ibishoboka
byose ngo hatangwe serivisi mu buryo butangiza ibidukikije.
Ku bijyanye n’igiciro, hari aho RURA ishyiraho igiciro ntarengwa
cyakora abatanga serivisi bakaba bashobora kujya mu nsi yacyo, bapfa
gusa kuba batagamije kwica irushanwa.
5. Kwigishwa
Imyumvire n’imitekerereze by’umufatabuguzi bikwiye gutezwa imbere
kuko abikenera mu buzima bwe bwa buri munsi. Bimufasha kurushaho
kugubwa neza no gukoresha neza amafaranga ye.
Umufatabuguzi akenera ubumenyi
n’ubuzobere
ku
mategeko
ashobora kumurengera, ku buryo
yagenzura ibyo agura ko byujuje
ireme
(igipimo
gikwiye,
ubuziranenge n’ibindi bikwiye
kuba bigize icyo agura).
Umufatabuguzi akenera kandi
kwigishwa
ku
bijyanye
n’uburenganzira n’inshingano bye
nk’umufatabuguzi, kubungabunga
ibikoresho byiyambazwa mu gutanga serivisi, ibidukikije n’ibindi.
Akenera kandi kumenya aho yagana aramutse arenganye n’uburyo
yabikora. Ibyo byose akwiye kuba abizi ataranakenera kubyiyambaza.
Ku rwego rw’ibiro, abatanga serivisi bafite inyungu yo kugabanya
impapuro hakoreshwa uburyo bw’ikoranabuhanga (nka za mudasobwa),
kugabanya tube za cartouche aho bishoboka, kuzimya amatara mu gihe
adakenewe, gukora ku buryo umwuka w’aho batangira serivisi umera
neza.
Dufashe urugero nko ku modoka, hari
byinshi bikwiye kwitabwaho mu rwego rwo
kubungabunga ibidukikije; bimwe muri ibyo
ni ibi bikurikira: kugabanya imyotsi isohoka
muri moteri, gukora ku buryo umwuka uri
imbere mu modoka (air-conditioning system)
uba ari mwiza, urusaku ruke, amatara
n’ibirahure bitameneka ubusa ku buryo
byabangamira
ibidukikije,
imipira
y’imodoka idasaza vuba no kutayijugunya ahabonetse hose, ahashyirwa
ibyuma by’imodoka bitagikora, amavuta ya vidange, ahagana amazi
yogeshwa imodoka n’ibindi.
7.Gusana ibyangijwe
Iyo umufatabuguzi agize ikibazo, ni byiza ko gikemuka vuba kandi neza.
Ibyo bigerwaho iyo ku rwego rw’utanga serivizi hari serivisi ishinzwe
kwakira no gukemura ibibazo. Iyo izo nzego zidakemuye neza ikibazo
mu buryo bunyuze umufatabuguzi ashobora kugana RURA mu buryo
buza gusobanurwa mu mirongo ikurikira.
Urupapuro rwa 6 ku mpapuro 8
Ikibazo gishobora kuba ari serivisi itaboneka, itujuje ireme cyangwa
ibicuruzwa by’ibyiganano, serivisi itatanzwe neza, yatanzwe ku giciro
gisumba igisanzwe, serivisi zitari ku bipimo bikwiye, iyamamaza
ribeshya, kononekara kw’imizigo cyangwa gutakara. Iyo ari ibishobora
gukosoka birakorwa byaba bidashoboka umufatabuguzi agahabwa
indishyi.
8. Guhagararirwa
Guhagararirwa cyangwa guhabwa urubuga rwo gutangiramo ibitekerezo.
Umufatabuguzi afite uburenganzira bwo gutanga ibitekerezo ku
bimukorerwa; mu by’ukuri, ni byiza ko inzego zose zizirikana buri gihe
inyungu z’abafatabuguzi mu gihe hashyirwaho politiki, amategeko,
amabwiriza no mu gihe ibyo byemezo bishyirwa mu bikorwa.
Umufatabuguzi ntakwiye
gukomeza gufatwa
nk’umugenerwabikorwa ahubwo
ni umufatanyabikorwa.
Kugira ngo ibyo bigerweho, ni
byiza
ko
habaho
amashyirahamwe y’abafatabuguzi
atanga inama akurikije ibitekerezo
n’ibyifuzo by’abayagize n’iby’abafatabuguzi muri rusange. Bitangwa
mu nama ngishwanama, mu nyandiko cyangwa mu bundi buvugizi ayo
mashyirahamwe akora.
Abikorera nabo basabwa kwita ku bibazo by’abafatabuguzi mu gihe
bakora cyangwa batanga serivisi zabo. Muri urwo rwego hari aho RURA
ifata iya mbere mu gusuzuma ko amasezerano abatanga serivisi bagirana
n’abazihabwa nta ngingo zirimo zabangamira uburenganzira
bw’umufatabuguzi.
C. INSHINGANO Z’UMUFATABUGUZI
1. Kuba inyangamugayo: kubaha itegeko n’amabwiriza no kugira
imyifatire y’intangarugero; imwe muri iyo ni ukumenya ko serivisi
ikoreshwa na benshi bityo hakabaho kutangiza ibikorwaremezo
byifashishwa mu gutanga serivisi.
2. Gushyira mu gaciro: umufatabuguzi akwiye kuzirikana ko serivisi
akenera iba yaratanzweho amafaranga bityo ntashake buri gihe
kuyibonera ubuntu cyangwa ku giciro cyo hasi cyane. Hari kandi ubwo
umufatabuguzi asabwa kwihangana iyo habayeho kutabona serivisi ku
mpamvu zitaturutse ku utanga serivisi.
3. Gushakisha amakuru:
umufatabuguzi agomba
kubaza, gushakisha,
kwitegereza ndetse rimwe
na rimwe no kugerageza
mbere yo kugura.
4. Gukurikirana ibyo
agura: bifitiye inyungu
ugura. Urugero kugirango
ugura yizere ireme y’icyo
yaguze agomba nibura
kwirinda kugurira ku bantu
badafite aderesi izwi, kugerageza imikorere y’igicuruzwa mbere yo
kwishyura hagasuzumwa niba gikora mbere y’uko kiva mu iduka;
kureba niba mu gihe yaguraga igicuruzwa cyari kiri mu gifuniko
cyashyizwemo n’uruganda, niba giherekejwe n’agatabo kerekana uko
gikora cyangwa gikoreshwa, kuba giherekejwe na garanti.
Nyuma yo kumenya uburenganzira n’inshingano bye, umufatabuguzi
akwiye kumenya uko yakwitwara mu gihe uburenganzira bwe
butubahirijwe akaba ari byo bikubiye mu gice gikurikiraho kijyanye no
kurenganurwa.
D. UBURYO UMUFATABUGUZI ARENGANURWA
Hari ubwo inyungu z’abafatabuguzi zititabwaho uko bikwiye bitewe
n’uburangare cyangwa n’imikorere itanoze. Ni muri urwo rwego utanga
serivisi akwiye kugira urwego rwita ku bijyanye n’ibibazo
by’abafatabuguzi. Itegeko rishyiraho RURA ryagennye ko nayo igomba
gukemura ibibazo by’abafatabuguzi hakaba rero hari n’ishami
ribishinzwe.
Urupapuro rwa 7 ku mpapuro 8
I. Guhungabana kw’inyungu z’umuguzi bituruka kuki?
Guhungabana kw’inyungu z’umufatabuguzi gushobora guturuka ku
kutubahiriza uburenganzira bw’ibanze bw’umufatabuguzi, kuri serivisi
idafite ireme, ku buryo bwo gutanga serivisi no ku bijyanye no
kwishyuzwa.
III. Inzira ikurikizwa mu kurenganura uwiyambaje RURA
Nk’uko byateganijwe mu mahame y’itegeko nshinga, RURA ishaka buri
gihe umuti w’ibibazo mu nzira y’ibiganiro n’ubwumvikane busesuye. Ni
muri uwo murongo ikora uko ishoboye kose kugira ngo gutanga ikibazo
no kugikurikirana bitagira ingaruka ku wagitanze.
II. Kurengerwa bikorwa gute?
Baca umugani mu kinyarwanda ngo ak’i muhana kaza imvura ihise!
Ikindi kandi biraruta ko umuntu yakumira akarengane kurusha ko
yarwana nako kamugezeho.
Ikindi kandi, ikimara kwakira ikibazo, RURA igenera uregwa kopi
y’inyandiko ikubiyemo akarengane kugira ngo akemure ikibazo we
ubwe cyangwa atange ibisobanuro ari nako ishakisha amakuru arambuye
ku kibazo yashyikirijwe n’umufatabuguzi.
Ni muri urwo rwego buri muntu wese akwiye kumenya uburenganzira
n’inshingano ze kandi akabiharanira aho ari hose! Buri wese, ashyize mu
gaciro, akwiye kwihagararaho iyo ari mu kuri! Nta gutegereza ko abandi
bazaza kukurenganura kuko uhatakariza umwanya n’imbaraga nyinshi.
Iyo ikibazo kidakemutse ku bwumvikane, ni bwo RURA ishyiraho
akanama kagizwe n’abantu 3 bayihagarariye kugira ngo bumve impande
zombi. Buri wese mu bisobanura imbere y’akanama ka RURA, ashobora
guhagararirwa n’umujyanama mu by’amategeko cyangwa indi mpuguke.
Nyuma yo kumva impande zombi, ako kanama gafata umwanzuro
kakawushyikiriza Umuyobozi Mukuru wa RURA.
Cyakora, hari aho umufatabuguzi agera akaba agomba kwiyambaza
izindi nzego. Umufatabuguzi wese ufite ikibazo kirebana n’itangwa rya
serivisi y’imwe mu mirimo ifitiye igihugu akamaro abanza kugeza
ikibazo cye cy’akarengane ku wamuhaye serivisi. Iyo atanyuzwe
n’uburyo ikibazo cyakemuwe, ashobora gusaba kurenganurwa na
RURA.
Kwiyambaza RURA bikorwa mu nyandiko cyangwa mu magambo; iyo
byakozwe mu magambo, bishyirwa mu nyandiko n’umukozi wa RURA
ushinzwe kwakira ibibazo, uwazanye ikibazo akemeza ko ari icyifuzo
cye ashyira umukono cyangwa igikumwe cye kuri iyo nyandiko nyuma
yo kuyisomerwa cyangwa kuyisobanurirwa mu rurimi yumva.
Bimwe by’ingenzi mu bigomba kuba bikubiye mu gusaba kurenganurwa
ni ibi bikurikira:
Amazina na aderesi by’usaba kurenganurwa;
Ikigo cyangwa utanga serivisi uvugwaho kuba yateje ikibazo;
Kugaragaza uburyo yarenganijwe cyangwa yahungabanijwe atanga
ibimenyetso bigaragaza ako karengane;
Kugaragaza icyo yifuza;
Iyo usaba kurenganurwa abikoze mu izina ry’undi muntu cyangwa
ikigo runaka, agomba kugaragaza mu nyandiko izina n’umwirondoro
by’uwo ahagarariye n’impamvu ari we wabikoze.
Nyuma y’uwo mwanzuro, utanyuzwe ashobora kwiyambaza inkiko.
UMWANZURO
Mu gusoza, ntawashidikanya kuvuga ko icyerekezo igihugu cyacu kirimo
gishimishije kandi gikomeje gutera imbere. Uruhare rwa RURA ni
ingenzi mu gushyiraho amabwiriza no kugenzura ko umurongo wifuzwa
ukurikizwa bigatuma inzego z’imirimo ifitiye igihugu akamaro
zigenzurwa na RURA ziriyongera kandi zitera imbere zunguka ariko na
none zirushaho kunoza imikorere, gutanga serivisi nziza; hari ndetse
n’izatangiye
gushyiraho
uburyo
bwo
gukemura
ibibazo
by’abafatabuguzi. Iyo ibibazo bidakemutse umufatabuguzi agana RURA
ikamugoboka.
Cyakora, kuri iyi ngingo ya nyuma, hakorwa ibishoboka byose kugira
ngo amakimbirane akumirwe aho gutegereza kuyakemura. Imwe mu
ngamba ni uko buri umufatabuguzi amenya uburenganzira bwe kandi
akabuharanira! Biteza imbere imikoranire hagati y’utanga serivisi
n’uyihabwa bikanatanga ishusho ya buri gihe y’imitangire ya serivisi.
Urupapuro rwa 8 ku mpapuro 8