NCC committed to prompt, effective complaints resolution

…unveils Final Report of reviewed complaints categories

By Etuka Sunday

Nigerian Communications Commission (NCC) yesterday unveiled Final Report of the reviewed Complaints Categories and Service Level Agreements designed for prompt and effective complaint resolution/redress in line with the evolving trends and realities of the industry.
The Executive Vice Chairman, NCC, Prof. Umar Garba Danbatta while speaking at the Presentation of the report in Abuja said, the robust review exercise which commenced in 2017 was finalized in May 2019 in the Commission’s usual consultative approach.
Prof. Danbatta said, the exercise was geared towards harnessing all relevant regulatory policies, regulations and guidelines for the protection, information, education and relative empowerment of telecom consumers in Nigeria.
Represented by the Executive Commissioner and Stakeholder Management, NCC, Barr. Adeleke Adewolu, EVC said, the commission would not compromise its commitment to always ensure that consumers’ rights were upheld at all times.
He called on the service providers to always inform customers on service-impacting failures, faults must be resolved with the least possible delay, and customers should be appropriately compensated for service failures and delays where applicable.
According to him, “one of the ways by which these objectives can be achieved is to have a set of comprehensive list of complaint categories, clear fault resolution times and mandatory compensation regimes which are binding on service providers.
The revised consumers complaint categories and the consequent SLAs, which are being presented today provide such a framework.
It will guide the delivery of communication services and the resolution of consumer complaints, going forward.
It also provides remediation mechanism and associated resolution timelines. Equally importantly, it provides consequences of default which the commission is empowered to strictly enforce.”
The Commissioner, however, explained that the SLAs was the outcome of a rigorous review process undertaken by the commission with the full participation of the industry.
He noted that the SLA was represented by the Association of Licensed Telecommunications Operators of Nigeria (ALTON).

“I am also pleased to note that the SLAs are fully benchmarked against international best practice, particularly those of comparable jurisdictions.
“With the development of these SLAs, it is our expectation that the service providers and all other concerned stakeholders in the industry value chain will immediately enhance their processes.
“They will enhance to ensure that consumer complaints and service issues are treated with the seriousness that they deserve.
“We also expect that consumers will continue to be accorded greater pride of place befitting their indisputable position as “King” in the industry ecosystem,” Adewolu said.
In her remarks, Mrs Felicia Onwuegbuchulam, Director, Consumer Affairs Bureau, NCC, said that with the SLAs, there would be increased effectiveness and efficiency on the part of the service providers as well as the commission on consumer complaint management.
Onwuegbuchulam said that they had a lot of revolution, which include that banks were responsible for the protection of their customers and if anybody loses funds via e-fraud then the banks takes responsibility for it.

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