The Nigerian Communications Commission, NCC, has urged telecom consumers to follow the established channels of complaints reporting provided by the Commission
In a statement, the commission notes that as the global community grapples with the challenges of containing the spread and management of COVID-19 the commission is renewing it’s commitment towards ensuring improvement in the Quality of Service (QoS) and Quality of Experience (QoE) for the nation’s over 190 million telecom subscribers.
It notes that ninety eight per cent (98%) of the total service-related complaints received from telecoms consumers within a fifteen -month period from last January year 2019 to April (2020) this year were managed by the Commission to the satisfaction the of telecom consumers in the period under review and the satisfied consumers acknowledged the prompt resolution of their complaints.
The complaints according to NCC were received through the Commission’s official channels of communication including Contact Centres; NCC Consumer Portal, Social media handles , NCC Head Office in Abuja and five zonal offices in Lagos, Enugu, Port Harcourt, Kano and Ibadan.
According to the Executive Vice Chairman (EVC) of NCC, Professor 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.
He emphasised the Commission’s commitment to taking several steps, in collaboration with relevant stakeholders, to continuously improve Quality of Services (QoS) both for voice and data services.
According to him, such responsibility has become more imperative, in view of the outbreak of COVID-19 and the attendant necessities for containing the contagion, giving that telecom consumers, in their majority, have come to rely more on telecom services in order to cope with the restrictions to physical movement and close contacts.
Professor Danbatta assured consumers of NCC’s readiness to sustain existing measures put in place to sustain improvement in QoS, in order to reduce incidents of complaints and to ensure the overall protection of the rights of the telecom consumer.
