We'll ensure consumers' rights are upheld at all times - NCC
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We'll ensure consumers' rights are upheld at all times - NCC

- The NCC says it is ensuring customers are treated right as consumer written complaints resolution rate against telecommunication provider has declined

- The compaints declined by 33.25% between January and October 2019 from 53.22% as against 86.47% in the same period last year

- There have also been an improvement in the complaint resolution rate by 22.57% from 65.5% in 2018 to 88.07% in 2019

The Nigeria Communications Commission (NCC) has promised Nigerians that consumer's rights would be upheld at all times in the country.

This was stated by the executive vice chairman of the commission, Prof. Umar Garba Danbatta at the unveiling of the final reviewed report of the complaints categories and service level agreements/complaints management meeting in Abuja.

In his opening remark at the event, Prof. Danbatta said the robust review exercise which commenced in 2017 was finalized in May 2019 in the commission’s usual consultative approach.

His words: “The exercise was geared towards harnessing all relevant regulatory policies, regulations and guidelines for the protection, information, education and relative empowerment of telecom consumers in Nigeria.

“The popular aphorism says the consumer is king, we agree with that saying and thus believe he should be treated as such. There is no gain-saying the fact that there is a significant shift in the industry from mere service provisioning to customer satisfaction or customer experience.

“Commission has demonstrated utmost fidelity to the principles encapsulated in that vision statement which partly gave rise to the need for the review of the existing complaints categories and the Service Level Agreements (SLAs) which were agreed and set in 2008 and had become increasingly inadequate to serve the need of the industry.”

Also in his remark, executive commissioner stakeholder management, Bar. Adeleke Adewolu, said the commission will not compromise its commitment to always ensure customer satisfaction.

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He added that, consumers was pivotal to the success of the industry, as such, they should be treated with respect at all times.

“One of the ways by which these objectives can be achieved is to have a set of comprehensive list of complaints categories, clear fault resolution times and mandatory compensation regimes which are binding on service providers,” he said.

Meanwhile, the NCC says it has observed that consumer written complaints resolution rate against telecommunication provider declined by 33.25% between January and October 2019 from 53.22% as against 86.47% in the same period last year.

The NCC said a trend analysis complaints resolution report by it’s Consumer Affairs Bureau (CAB) revealed that there was major improvement by 39.01% between January to October 2019 complaint resolution rate as against 57.65% in 2018 for complaints escalated from NCC 622 contact centers.

The trend analysis on complaints from NCC consumer portal indicated that there was also a major improvement in the complaint resolution rate by 22.57% from 65.5% in 2018 to 88.07% in 2019; while for complaints from NCC social media platforms, there was a major improvement by 24.37% from 50.56% in 2018 to 74.93% in 2019 with regards to complaint resolution.

Recall that the federal government recently lauded the NCC for its efforts in accelerating broadband pe*netration and curbing cases of invalidly-registered Subscriber Identification Module (SIM) cards in Nigeria.

Minister of communications and digital economy, Dr. Isa Pantami, commended the efforts of the NCC on behalf of the federal government on Tuesday, November 5.

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