NCC says resolves 98% of complaints from telecoms customers in 15-month
The Nigerian Communications Commission (NCC) on Tuesday said it’s committed to ensuring improvement in the Quality of Service (QoS) and Quality of Experience (QoE) for the nation’s over 190 million telecom subscribers in the country.
In a statement on Tuesday, the telecoms industry regulator said it has settled about 98 percent of the total service-related complaints received from telecoms consumers within a 15-month period.
According to the Commission, in the period under review, 26,169 complaints were received and managed by the Commission to the satisfaction of the overwhelming majority of telecom consumers. Of that number, 25,575, representing 98 percent of the total complaints received were expeditiously resolved.
Many of the satisfied consumers reverted to either acknowledge the prompt resolution of their complaints or to thank the Commission for its intervention in service-related issues between them and their respective service providers.
The complaints, the NCC said 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.
The statement said complaints also reached the Commission through its official email (firstname.lastname@example.org) 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).
Also, 19 complaints were also referred to the Commission during the period through the Twitter account of Honourable Minister of Communications and Digital Economy, Isa Ali Ibrahim Pantami.
According to the Executive Vice Chairman (EVC) of NCC, 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.”
The EVC said the NCC has emplaced all the channels to enable consumers to escalate to the Commission 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.
However, from evidence through the commission Twitter handle, numbers of issues referred to it were not properly managed as a result the managers of its call centres were not able to resolve many of the issues referred to them.
According to a telecoms customer, most of the reference cases are merely send to the telecoms firm for resolution without a proper follow up by the commission on the satisfaction of customers.