NCC Asks Telcos To Compensate Subscribers

TECH DIGEST – The Nigerian Communications Commission and senior executives of telecommunication companies have agreed that the industry compensation policy should be revisited and complied with at all times.

A statement signed on Thursday by NCC Director, Public Affairs, Dr Ikechukwu Adinde, said this was one of the steps taken by the commission and telcos at its bi-annual meeting focused on consumer relations and complaint management.

He said the compensation policy would be revisited to ensure full compliance with the new Complaint Categories and Service Level Agreement consented to by NCC and the telcos.

Additionally, it was decided that the commission and telcos would hold follow-up discussions on ‘fair usage policy’ on unlimited data bundles/data rollover.

Adinde stated that this would be in order to provide clearer explanation and better understanding of the policy processes and procedures for the consumers’ benefits.

The commission restated that its directive of June 2018 to service providers to commence implementation of data rollover from 26 June 2018 remained in force.

“In other words, a subscriber’s unused data must be rolled over to his/her subsequent data subscription,” the statement said.

NCC urged service providers to continue to inform and educate subscribers on the procedures and processes for data rollover.

Service providers also agreed to ensure senior level customer relations officers supported their complaints management teams, to resolve complaints not resolved to the consumers’ satisfaction when reported the first time.

The service providers also promised to ensure that complaints were resolved in both the letter and spirit of the recently-reviewed Service Level Agreement.

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.

The parties equally agreed that telcos would carry out consumer education and enlightenment campaigns about their products and services to ensure their subscribers had information required to make informed decisions.

The statement added that NCC was determined to continue to work closely with service providers and other stakeholders in the telecom sector to improve the quality of service and consumer experience.