NCC Holds First Virtual Bi-Annual Meeting with Telcos on Complaints Management


….Renews discussion on Compensation Policy

The Nigerian Communications Commission , NCC, has restated that its direction of June 2018 to service providers to commence implementation of data rollover for subscribers remains in force as subscriber’s unused data must be rolled over to his/her subsequent data subscription. The Commission also urges service providers to continue to inform and educate subscribers on the procedures and processes for data rollover.
This was made known at the regular bi-annual meeting of the Nigerian Communications Commission, NCC, and Senior Executives of telecommunication companies on complaints manaagement which was held virtually in compliance with COVID-19 management protocols instituted by the Federal Government.
At the meeting, which focused on consumer relations and complaint management processes, the NCC and the telecom service providers agreed that the compensation policy should be revisited and complied with at all times to ensure full compliance with the new Complaint Categories and Service Level Agreement (CC/SLA) consented to by the NCC and the service providers in the telecommunication ecosystem.
It was also decided that the Commission and telecom service providers will hold follow-up discussions on “Fair Usage Policy” on unlimited data bundles/data rollover, in order to provide clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.
Service providers also agreed to ensure that senior level customer relations officers support their respective complaints management teams, to resolve complaints that were not resolved to the satisfaction of the consumers when such complaints were first reported.
They also promised to ensure that complaints are resolved in both the letter and spirit of the recently-reviewed Service Level Agreement (SLA).
For services subscribed to through third parties such as banks, which are not rendered, the meeting resolved that telecom service providers should explore initiating service level agreement with banks to ensure uniformity and speed in the resolution of complaints relating to billing.
All parties to at the meeting equally agreed that telecom service providers will carry out pervasive consumer education and enlightenment campaigns about their products and services to ensure their subscribers have information they require to make informed decisions and get value for money spent.
The NCC expressed satisfaction with the impressive attendance, participation and the quality of decisions taken at the bi-annual meeting and expressed it’s commitment to continue to work closely with the service providers and other stakeholders in the Nigerian telecom sector in order to improve on the quality of service, and by implication, the quality of consumer experience.
The bi-annual meeting, which has held regularly since 2018, focuses on ensuring improvement in Quality of Service (QoS) and Quality of Experience (QoE) in the telecom industry. It has served as a veritable platform for the Commission and service providers to discuss and agree on measures that will enhance prompt and effective consumer complaint resolution in telecom service provision in Nigeria.

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