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Are you having issues with your Service Provider? Dial 622; or Email: [email protected].
Are you also unhappy with those irritating and intrusive unsolicited messages/calls? Fret no more. The Commission has recently issued a direction to all mobile network operators mandating them to dedicate a short code 2442 on their networks for use by subscribers to opt-in to “Do not disturb’ database to register their numbers against unsolicited messages. The effective date for the compliance to the short code “2442” for all mobile network operators is 30th June 2016.
There are many more ways you can get satisfaction through regulatory interventions, once you are a telephone subscriber in Nigeria.
As a consumer of Telecom Services, you are important to the Nigerian Communications Commission (NCC). Why so? The NCC is, by law, responsible for creating an enabling environment for competition among operators in the industry as well as ensuring the provision of qualitative and efficient telecommunications services.
Indeed, part of the statutory functions of the Commission is “the protection and promotion of the interests of consumers against unfair practices including but not limited to matters relating to tariffs and charges for and the availability and quality of communications services, equipment and facilities.”
Even if as a Consumer, you are not familiar with the provisions of the law with which the NCC promotes your interest, you are most likely, already familiar with the monthly Telecoms Consumer Parliament (TCP), one of the “innovative initiatives of the NCC, created and implemented for several years now. The TCP is one of several Consumer Outreach Programmes (COPs) with which the NCC “brings together industry stakeholders to discuss and address key issues affecting consumers and suggest possible means of resolving them and ensuring that they ultimately obtain a good service experience.”
The Commission only recently hosted the 77th Edition of Telecoms Consumer Parliament (TCP) with the theme:“Hearing the voice of Telecom Consumers”. This event took place on 18th May 2016 at the Shehu Yar’Adua Centre, Abuja. The Executive Vice Chairman of the NCC, Professor Umar Garba Danbatta declared the TCP open.
The Telecoms Consumer Parliament is at the heart of the NCC’s commitment to consumers as by law, the NCC seeks “To protect the rights and interest of service providers and consumers within Nigeria.” [The NCC has a very engaging website that provides extensive information on its ‘Functions’, ‘Objectives’, and ‘Powers’, among others. Click:http://www.ncc.gov.ng/index.php?option=com_content&view=category&id=63&Itemid=64
Apart from ensuring that consumers get a fair deal from service providers, the TCP has ensured that consumers remain strategic in the scheme of things. This innovative initiative has been adopted by several other regulatory jurisdictions within Africa.
Activities around consumer protection and enlightenment are carried out by the Consumer Affairs Bureau (CAB). The Consumer Affairs Bureau is one of the key departments of the Nigerian Communications Commission. It was created in September 2001 to cater for issues as they pertain to consumer protection and quality of service. The Bureau’s motto is both witty and captivating: “Take advantage of us, so that no one takes advantage of you.”
The Bureau operates under what it calls the PIE Mandate:
P – To Protect the consumer against unfair practices in the Industry
I – To Inform the consumer through multi-channel means of communication and advocacy
E – To Empower the consumer by educating on rights and obligations
The Bureau has a very interactive web presence to address your need as a Consumer: Kindly visit: http://www.consumer.ncc.gov.ng/index.asp
For Complaints, you may also call or email:
TEL: 0800 CALL- NCC (TOLL FREE) i.e. 0800 -2255 – 622
EMAIL: [email protected]
Important Information for you as a Consumer
Who is a Consumer?
A telecoms consumer is a person who subscribes to the services of telecoms service providers.
What are the Consumer Expectations?
- Access to robust Services
- Acceptable Quality of Service (QoS)
- Affordability of service
- Availability of service
- Transparent tariff regime
- Redress when wronged
- Compensation when wrongfully billed/ loss of service
What are the Individual Consumer Rights?
The right to be:
- Protected
- Informed
- Educated
- Heard
Others are right to:
- Choose
- Good quality of service
- Redress Safety
- Transparent Service Level Agreement
- Accurate billing
Consumer Challenges
- Unsolicited text messages
- Deceitful promotions (misleading advertisement)
- Obnoxious lottery activities
- Inaccessibility to customer care help lines (IVR)
- Limited spread of customer care centers
- Ignorance of packages/services/ products
- Poor information on products and services by Service Providers
- Billing/metering
