Telecoms

NCC resolves 11,288 consumer complaints in two years

By Victor Akindele

The Nigerian Communications Commission (NCC) said it resolved a total of 11,288 telecommunication consumer issues between 2019 and 2020. This, according to the Commission, represents 99.1 per cent of the total complaints received within the period, which stood at 11,327.

The Executive Vice Chairman of the NCC, Prof. Umar Danbatta, disclosed this yesterday at a press conference in commemoration of the 2021 World Consumer Rights Day (WCRD). Danbatta noted that while the consumers are to first register their complaints with their service providers, unresolved issues are escalated to the regulators for resolution.

“Thousands of complaints have been received from consumers and escalated by the Commission to service providers for a quick resolution to the satisfaction of affected consumers. In our latest report, of the 11,327 genuine consumer complaints received through the 622 between 2019 and 2020, 11,288 which translates to 99.1%, have been successfully resolved,” the EVC said.

Danbatta added that the Commission has also reviewed the Consumer Complaint categories and Service Level Agreement (CC/SLA). “The CC/SLA provides complaints categories, the timelines for resolving complaints, and prescribes penalties for defaulting operators. This has ensured quantifiable improvements in consumer complaint management process by the operators,” he said.

The EVC said the Commission in keeping with the global best practice of digital public communication for information and complaints management, has continued to leverage social media platforms of Facebook, Twitter, Instagram, LinkedIn and YouTube, to inform and educate consumers and to use them as complaints channels for the Commission. In addition, the NCC Consumer Web Portal serves as an alternative online channel for lodging complaints and making inquiries.

He added that the specially created toll-free number 622 and DND shortcode 2442, have been very active, noting that they are emplaced respectively to enable consumers to escalate unresolved complaints earlier reported to service providers, and to manage unsolicited messages.

“I wish to reiterate that all activities of the Commission are designed to give assurance to the consumers that their interests are of paramount importance to the Commission. This is because without the telecom consumers, there will be no telecom operators and there would be no regulator.

“Therefore, we seize this opportunity to assure millions of telecom consumers across the country that the Commission will not rest on its oars until the challenges of telecoms consumers have been reduced to the barest minimum.

“Suffice it to say, that, the NCC seeks the occasion of this year’s World Consumer Rights Day to restate its commitment to Protecting, Informing and Educating the telecoms consumer. We call this our PIE Mandate to the consumers which embodies our philosophical commitment to strengthening all our consumer-centric initiatives and policies,” he said.

 

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