The Nigerian Communications Commission has reiterated its commitment to protect the rights of telecoms consumers in the country
The Executive Vice Chairman of the Commission Professor Umar Danbatta stated this in Abuja, Nigeria at the presentation of the Consumer Complaints Categories and Services Level Agreements (SLAs) report
The document will provide a framework and will serve as a guide for delivery of communication services and resolution of consumer complaints.
Represented by the Executive Commissioner Stakeholder Management, NCC, Mr. Adeleke Adewolu , he urged telecom service providers to always provide inform to customers on service-impacting failures, resolved fault with the least possible delay, and give due compensation for service failures and delays where applicable.
Mr. Adewolu said that one of ways to improve service provider consumer relation “is to have a set of comprehensive list of complaint categories, clear fault resolution times and mandatory compensation regimes which are binding on service providers. The document will also provide remediation mechanism and associated resolution timelines, equally importantly, it provides consequences of default which the commission is empowered to strictly enforce. He said
The Executive Commissioner explained that the Services Level Agreements (SLAs) was the outcome of a rigorous review process undertaken by the commission with the full participation of the industry.
He noted that the SLA was represented by the Association of Licensed Telecommunications Operators of Nigeria (ALTON).
“I am also pleased to note that the SLAs are fully bench-marked against international best practice, particularly those of comparable jurisdictions. With the development of these SLAs, it is our expectation that the service providers and all other concerned stakeholders in the industry value chain will immediately enhance their processes. They will enhance to ensure that consumer complaints and service issues are treated with the seriousness that they deserve. We also expect that consumers will continue to be accorded greater pride of place befitting their indisputable position as king in the industry ecosystem,” Adewolu said.
Director, Consumer Affairs Bureau, NCC, Mrs. Felicia Onwuegbuchulam, said that with the SLAs, there would be increased effectiveness and efficiency on the part of the service providers as well as the commission on consumer complaint management.
She said that they had a lot of revolution, which include that banks were responsible for the protection of their customers and if anybody loses funds via e-fraud then the banks takes responsibility for it.