The Nigerian Communications Commission has asked telecommunication companies to comply with the new complaint categories and Service Level Agreement signed with the commission.
In a statement on Thursday, Dr. Ikechukwu Adinde, Director of Public Affairs at NCC, said consumer relations and complaint management processes formed the discourse at NCC’s bi-annual meeting held with senior executives of the telcos.
According to Adinde, the commission and the telecom service providers will hold follow-up discussions on ‘Fair Usage Policy’ on unlimited data bundles/data rollover, to provide clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.
“The commission hereby wishes to restate that its directive of June 2018 to service providers to commence implementation of data rollover from June 26, remains in force.
“In other words, a subscriber’s unused data must be rolled over to his or her subsequent data subscription.
“Therefore, the commission urges service providers to continue to inform and educate subscribers on the procedures and processes for data rollover,” the statement said.
The statement noted that service providers agreed to ensure that senior-level customer relations officers would support their respective complaints management teams to resolve complaints that were not resolved to the customers’ satisfaction when it was first reported.
Also, it said the service providers promised to ensure complaints were resolved to the letter under the recently-reviewed Service Level Agreement.
According to NCC, it was also agreed that telcos should explore initiating service level agreement with banks to ensure uniformity and speed in the resolution of complaints relating to billing.
It said all parties to the meeting equally agreed that the service providers would carry out pervasive consumer education and enlightenment campaigns about their products and services.
“This is to ensure their subscribers have information they required to make informed decisions and get value for money spent.
“The commission wishes to state that it was very pleased with the impressive attendance, participation and the quality of decisions taken at the bi-annual meeting.
“The NCC is, therefore, determined to continue to work closely with the service providers and other stakeholders in the Nigerian telecom sector to improve on service quality, and by implication, the quality of consumer experience,” the statement added.
