NCC To Weild Big Stick OnTelecom Service Providers
By Pelumi Olaleye
The Nigerian Communications Commission said it has started monitoring all customer care centers (CCC) of service providers in Nigeria on a daily basis.
Commenting on this, Deputy Director, Consumer Affairs Bureau of NCC, Mr Ismail Adedigba, explained during a consumer awareness campaign held in Niger State recently that the monitoring of the customer service centers was initiated to ensure that customers related issues on service providers are properly attended to and resolved.
“The Commission routinely embarks on the monitoring of CCC of service providers across different states on a continuous basis all in a bid to ensure that consumers are served better when they go into the CCC of the operators to resolve any service-related issues,” he said.
He also revealed that NCC has received and rectified 92,757 complaints from telecommunication subscribers within two years.
“Between January 2017 and December 2018, the Commission received a total of 118,784 complaints from consumers, of which 92,757, representing 78 per cent of total complaints received during the two years period were successfully resolved to the satisfaction of telecom consumers,” he said.
He also claimed that 5,010 appreciations were received via the Commission’s various channels of lodging complaints and interactive engagement platforms which includes; the NCC toll-free Line – 622, which is the Commission’s Contact Centre, the NCC Consumer Portal, consumer complaint redress email, written complaints, Social Media as well as those received at the Commission’s various outreach programmes which include Consumer Town Hall Meeting (CTM), Consumer Outreach Programme (COP) and Telecom Consumer Parliament (TCP).
Adedigba further said that within the last two years, fact sheets developed by the Commission on various service-related, topical issues has been distributed to consumers to educate them on various issues in the industry. Also, over 31, 202 consumers were engaged in face-to-face and enlightened on their rights and entitlement with respect to provision of telecoms services.
“The Commission places a lot of importance on consumer-related issues. For this reason, the Commission has embarked on various initiatives, aimed at enlightening and protecting the consumers to ensure they get quality services, that they are treated right by the service providers and that they get value for money spent on telecom services, be it voice or data.
“Also, we ensure that we embark on initiatives aimed at providing wider service options as well as putting more control in the hands of the consumers to determine what they receive, especially in terms of value-added services (VAS) in line with our ‘PIE’ Mandate of Protecting, Informing and Educating the consumers. We understand the industry is big and we are doing our best to ensure consumer get quality service delivery,” he said.
In 2016, NCC created the Do-Not-Disturb code (DND), 2442, so that subscribers can control unsolictated text messages and calls received on their mobile phones.
“The DND code can be activated fully by sending “STOP” as a text message to 2442, thereby blocking all unsolicited text messages. It can also be activated partially by sending “HELP” as a text message to 2442 to choose from a list of categories of unsolicited messages which the consumer still wants to be receiving,” he said.
Adedigba made known that over 12 million telecom consumers have activated DND Code and the Commission has continued to createmore awareness on DND in order for consumers to have control over the kind of 9 unsolicited text messages they receive.
“We expect that this number will continue to grow as more consumers become aware of the DND Short Code through continuous awareness campaigns activities at our outreach events. However, subscriptions to the service is optional,” he said.