NIGERIA: How NCC Has Been Resolving Customers Telecoms Complaints

Ninety eight per cent (98%) of the total service-related complaints lodged by telecommunication consumers to the Nigerian Communications Commission (NCC) have been successfully resolved, NewswatchNigeria can report.

NewswatchNigeria can also report that the said complaints which spans between a 15-month period of January 2019 to April 2020, were also speedily resolved by the industry regulator.

According to the Commission, in the period under review, 26,169 complaints were lodged and 25,575, representing 98 percent of the total complaints were expeditiously resolved by the Commission(NCC) to the satisfaction of the individual and cooperate telecom consumers.

Many of the consumers acknowledged the prompt resolution they got through the NCC in the service-related issues they had with their respective service providers.

The complaints were received through all the Commission’s official channels of communication. These include 24,481 complaints received through Commission’s Contact Centres; 1,007 complaints received through the NCC Consumer Portal; and 296 others received as written complaints submitted at NCC Head Office in Abuja and at the Commission’s five zonal offices in Lagos, Enugu, Port Harcourt, Kano and Ibadan.

Complaints also reached the Commission through its official email (ncc@ncc.gov.ng) while 366 of the complaints were transmitted to the Commission through its social media handles on Facebook, Twitter, Instagram, LinkedIn, and the specially-dedicated Twitter handle for consumer issues @ConsumersNCC .

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Also, 19 complaints were also referred to the Commission during the period through the Twitter account of Honourable Minister of Communications and Digital Economy, Dr. Isa Ali Ibrahim Pantami.
According to the Executive Vice Chairman (EVC) of NCC, Prof, Umar Danbatta, “the Commission is pleased to find that consumers are increasingly accessing the numerous complaint channels instituted by the Commission to resolve second level complaints brought to its attention.”

He emphasised the Commission’s commitment to taking several steps, in collaboration with relevant stakeholders, to continuously improve QoS both for voice and data services.

The EVC said NCC has put in-placed all the channels to enable consumers to escalate complaints earlier reported to their service providers that may not have been addressed promptly and/or satisfactorily.
“It is important to note that Commission’s actions in this regard is in congruence with NCC’s mandate to protect and defend the rights of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecom sector, and therefore deserving of priority attention as enshrined in the Nigerian Communications Act (NCA) 2003,” Danbatta said.

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According to him, such responsibility has become more imperative, in view of the outbreak of COVID-19 and the attendant necessities for containing the pandemic, giving that telecom consumers, in their majority, have come to rely more on telecom services in order to cope with the restrictions which comes with physical movement and close contacts.

Danbatta assured consumers of NCC’s readiness to sustain existing measures put in place to sustain improvement in QoS, in order to reduce incidents of complaints and to ensure the overall protection of the rights of the telecom consumer.

“Such measures include monthly engagement sessions with operators on QoS; quarterly QoS Industry Working Group (IWG) meetings on QoS; continuous engagement with the Nigerian Governors’ Forum (NGF) on Right of Way (RoW) issue; regular publication of QoS performance data on the Commission’s website; instituting benchmarking drive test across the country to measure performance of each operator; establishing new QoS measurement mechanisms for assessing operators’ performance across all states of the Federation, among others,” Danbatta emphasised.

He has also assured telecom consumers of its readiness to address every challenge stifling robust delivery of telecom services, as he urged that: “telecom consumers should continue to report challenges about quality of service, first with their service providers, and if not satisfied with the handling of the complaints by service providers, the consumer may then escalate the matter to the Commission through various channels provided as mentioned above.”