Encomiums poured ceaselessly last Friday at the event to mark the 10th anniversary of the Telecom Consumer Parliament (TCP), the alternative dispute resolution (ADR) mechanism of the Nigerian Communications Commission (NCC) as excited stakeholders toasted to the success and longevity of the platform designed by the Commission to bring stakeholders in the telecommunications industry together with the aim of resolving consumer complaints, Nigeria CommunicationsWeek can report.

The event which was held in Lagos attracted the crème of the telecommunications industry; all which spared glowing commendations for the NCC for setting the TCP that also informs and educates stakeholders on topical issues that affect the industry.

Mrs. Omobola Johnson, minister of Communication Technology, commended the NCC for the establishment and management of the TCP, adding that more could be achieve through consumers’ continued suggestions.

Johnson, said that the establishment of TCP by the nation’s telecom regulatory body 10 years ago was first of its kind in the history of telecommunication.

This, she added, had earned the Commission great commendation from the International Telecommunication Union and respect in the eyes of other nations’ regulatory bodies.

Johnson who was represented at TCP’s 10th Anniversary in Lagos by Engineer Festus Daudu, director, Spectrum Management in the Ministry, charged telecom consumers on useful suggestions capable of assisting government and the Commission in policy direction and regulatory framework. 

“The Parliament since inception has made great impact and contributed to the development of telecommunication in the country. It has also assisted the Commission in its regulatory processes to ensure that both the service providers and the consumers all benefit from each other,” the Minister said.

On his part, Dr. Eugene Juwah, executive chairman and chief executive officer of NCC, said that the TCP’s edition was special due to the commemoration of the 10th anniversary on one hand and the celebration of the consumer as a king, on the other hand.

“Taking you through memory lane, Nigeria has witnessed a voice telephone revolution in the last 12 years when the total connected lines was mere 400,000 in 2001. Today, the total active lines in the country have reached a phenomenal 117 million as at the end of January 2014.  The next revolution is out regulatory agenda is ‘Broadband Revolution’”. He added

Acknowledging the role of Broadband to national development, Juwah said, the Federal Government has taken several steps including the articulation of a national broadband plan as well as continually taking steps at providing an enabling environment for the development of infrastructure that will support the growth and access to broadband services at affordable cost to consumers.

The framework to support the broadband infrastructure has been fully articulated and is being implemented by the Commission as reflected in the Open Access model adopted for the country.

Earlier in a welcome address, Maryam Bayi, director, Consumer Affairs Bureau at NCC, said the NCC receives complaints daily from its automated call centres from aggrieved subscribers over poor quality of service, drop calls and unsolicited text messages sent by operators.

By implication, many Nigerians are following the trends in the industry to register their grievances.

Bayi said at various occasions, operators had been invited for a meeting with the commission where they had received instructions to desist from dispatching unsolicited SMS, warning that operators would be sanctioned for failure to comply with the directive.

As part of pragmatic steps taken by the commission to ensure improved quality of service, the Director of Consumer Affairs Bureau said NCC has set up Quality of Service Unit in the commission to receive consumers’ complaints and protect their interests.

Bayo said that in the last 10 years, NCC has been addressing critical issues like quality of service, regulations for consumers, mobile number portability (MNP), among others.

She pointed out that NCC, specifically, initiated MNP for subscribers in order to promote competition among service operators as well as address the issue of poor quality of service in Nigeria.

Nigeria CommunicationsWeek can also report that the event attracted industry wide approval and commendations from operators and consumer s.

Wale Goodluck, corporate services executive at MTN Nigeria, said that TCP has become an invaluable platform to ascertain consumers’ needs and complaints, adding that the MTN as a network holds consumer satisfaction high.

He commended NCC’s vision in setting up the Parliament, which according to him has lived up to its expectations in the last 10 years.

Goodluck maintained that MTN through its various programmes has affected the lives of consumers positively, especially through the MTN Foundation programmes.

 Nodding in agreement, Osondu Nwokoro, director of Regulatory Affairs, Airtel Nigeria, said the operator has not relented in heeding to consumers’ requests emanating from TCP sessions.

He added that Airtel is building a network the consumers shall remain proud of, hence TCP sessions provided them with knowledge on the directions, aspirations and demands of the consumers.

Also, Olajide Aremu, head of Network Operating Centre (NOC), Glo, said the network has always identified with the consumers, especially the students.

He said due to the opportunities provided by NCC through TCP, Glo has carved a niche for itself in the hearts of educational institutions hence it has connected several educational institutions with more on the line.

 Hajia Hauwa  Barkindo, a consumer who made it all the way from Kano state advised  telecommunications subscribers  to avail themselves of the TCP in resolving issues affecting them.

“I think the NCC has provided the best platform for consumer education and tackling the issues in the industry, it is left for us (consumers to use this platform”  Barkindo, added.

The high point of the event was the presentation of awards to some telecom companies for their resolving issues affecting consumers with Etisalat bagging the best network award at the anniversary.  

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