Telecom

Consumer Advocacy in a Liberalized Telecom Sector

Published

14 years ago

May 24, 2010

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Consumer advocacy is a form of social network which protects the interests of consumers. For instance, consumers posting their reviews on consumer advocacy sites will stir companies’ behavior towards consumers. Consumer advocacy and consumer protection is linked to the idea of consumer rights (that consumers have various rights as consumers), and to the formation of consumer organizations which help consumers make better choices in the marketplace.
Telecommunications sector is the only sector of the country’s economy that consumer’s right are protected as well as give opportunity to interface with service providers. It stands on a tripod. This did not happen spontaneously. It is as a result of regulatory framework initiated by the Nigerian Communications Commission (NCC). The consumer wants the services to be of a good quality and affordable. The consumer wants the operator to respond at all times when he or she needs attention, and to provide explanations whenever anything goes wrong. The consumer wants to be protected at all times from being taken advantage of by service providers. Just like consumers of any services, the consumer of telecom services wants to be well treated. The commission has recognized all these and has put in place special structures to ensure that the needs and desires of the consumer are taken care of. For NCC, the consumer is the main object, the subject and the reason for their being.
Against this backdrop, that the sector has good number of consumer advocacy groups that are active in the industry which the commission is supporting to ensure that interest of consumers are taken care of, such groups include, National Association of Telecommunications Consumers Association (Natcomms), Consumer Right Project, among others.
Support for advocacy
The commission has many stakeholders in the regulatory process. These stakeholders include the government, consumers, the operators, the media, and the international community, among few others. The commission strives to meet the expectations of the many stakeholders.
The Commission is supportive of the activities of several Consumer Advocacy Groups. This is novel approach in the history of consumer care in Nigeria.
Collaboration with Consumer Protection Council (CPC): The Commission has signed an MOU with the CPC aimed at collaborating to further ensure protection of Consumers in relation to telecom service delivery.
Mr. Ken Ugbechie, executive secretary, Africa Telecom Development Initiative (ATDI), a Pan-African non Governmental Organization (NGO) committed to the development of telecom on the continent, said the telecom regulator’s revolutionary advocacy for the protection of telecom consumers in the country through the monthly telecom consumer parliament," is unequal.
According to him, upon the licensing of the Global System for Mobile communications (GSM) companies in 2001, NCC oriented itself to regulatory activism to protect the consumer, thereby raising the quality of service consciousness among operators and promotion of potentials in the nation’s ICT market.
Mr. Ugbechie also said such initiative speaks volume of a people-centric commission wholly committed to protecting the consumer in an increasingly capitalist investment environment.
He pointed out that through the Parliament, consumers have a voice and equally been heard. "More importantly, the consumer, the operator and the regulator now have a regular forum to rub minds for the overall development of the telecom sector," he declared. ATDI noted that by moving the event from one part of the country to another every month has assisted the operators to access and better appreciate their level of market penetration, quality of service delivery in addition to consumer behavior.
Government
Government is a very important stakeholder in the job of telecom regulation. The policy and the laws being implemented by the commission have been prepared and enacted by government for good of society. The government’s interest in the process also varies.
Government is interested that services are made available to the Nigerian people in a timely, qualitative and affordable manner and that activities in the sector are carried out in a legal and orderly manner. Government is also interested in creating an enabling environment that would continue to attract investment in the sector so that her desires for the people are substantially met.
The commission in all its actives is therefore mindful of the need to protect, preserve and implement actions and programmes that meet the expectations and objectives of government.
Service providers
The operators also belong to a class of stakeholders in the business of telecom regulation. Apart from obtaining their operational license, with certain obligations attached to them, the operators also expect certain obligations from government and the regulator. They expect a non partial regulator to protect their huge investment. They want the Commission to ensure that no other entity interferes with their network resources such as frequently spectrum. They expect a regulator that will not be arbitrary in decision making and one that will regulate by the rules as contained in the license agreement and provisions of the laws and regulations.
The Consumer
The commission does not just theorises about empowering the consumer in industry, it has given practical expressions to this phenomenon through actions, policies and programmes which have venerated, empowered, protected and uplifted him/her in the comity of stakeholder in the industry. Prior to the enactment of the Nigerian Communications Act, 2003, the commission had in September 2001 established a full fledged department called Consumer Affairs Bureau. The Bureau was charged with the mandate – to Protect, Inform and Educate the Nigerian telecoms consumers. This mandate has remained and irrevocable social contract between the commission and telecoms consumers in the country. At its maiden Consumer Forum at Flamingo Restaurant in Victoria Island in April 2002 and shortly after in August 2003, it launched the monthly Telecoms Consumer Parliament, a novel regulatory initiative that earned the commission, commendations not only in Nigeria, but from ITU, ICT professionals and groups across the globe. At the last count, 56 sessions of Telecoms Consumer Parliament has helped in no small measure in creating awareness of the rights of consumers and the obligations of the service providers in the resolution of their problems and concerns. It has enable operators to clarify issues pertaining to service delivery for the benefit of their subscribers and also to publicly give account of their stewardship to the people. Useful feedbacks have emanated from the programme which culminated in far-reaching regulatory interventions by the commission.
The commission has over the years proactively enunciated policies and programmes that served the interest of the consumers through promotion of competition in all segments of the telecom services portfolio to ensure that consumers have a wide range of products and services to choose from; and are not held to ransom by any service provider. Based on feedbacks received from consumers at the TCP, the commission intervened on the issue of tariff charged subscribers for calls made to customer care lines to lay consumers complaints.
In line with the commissions consumer-centric philosophy that it inaugurated a twelve-man Industry Consumer Advisory Forum, (ICAF), headed by Mrs. Ifeyinwa Umenyi the director general of the Consumer Protection Council to review the general consumer code of practice regulations by the Commission as well as facilitate consumer protection, information and educational programmes.
ICAF acts in advisory capacity, and will make recommendations to the commission regarding the interests and concerns of the consumer of ICT products and services, the interests and concerns of physically challenged and the elderly, ensure that consumers are protected from unfair practices and facilitate the review of the Consumer Code of Practice Regulations 2007 as well as make recommendations on all issues to the commission.
The commission has also defined acceptable quality of service thresholds which operators are expected to meet on the one hand, as well as sanctions in event of failure to meet those threshold. In order to ensure compliance by operators, regular monitoring by the commission of the operations of licenses across the length and breath of the country is undertaken.
Periodic reports on these monitoring activities are published on the website of the commission and in major national newspapers. To underscore the importance that the Board and management of the commission attach to improved QoS on the networks, an industry QoS Working Group was set up with members drawn from the public and private sectors of the economy.
In 2007, the commission caused to be gazetted Consumer Code of Practice Regulation which has become the reference document for both consumers and the operators. Each licensee is required to produce and submit a Code of Practice which has to be reviewed and approved by the Commission. The Code of Practice stipulates Services Level Agreements, the responsibilities and rights of each party, and procedure for resolving disagreements whenever they arise between parties.
Given the diversity of the country coupled with its geographical vastness, the commission has taken it upon itself to promote and nurture consumerism by identifying and collaborating with reputable Consumer Advocacy Groups to facilitate nation-wide consumer protection and empowerment as a precondition for orderly and sustainable growth and development for the telecoms industry in Nigeria.
Nigerians are craving for the replication of consumerism initiatives in telecommunications sector of the country’s economy in other sectors where consumers are badly treated without recourse to rules guiding service provision in those sectors. Among such sectors are energy, financial, healthy and housing.

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Telecom

FG to Prioritise Satellite Technology for National Development– Keyamo

Published

10 hours ago

May 13, 2024

Comms Week

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Federal government has said that it will fully utilise potentials of the satellite technology by harnessing its benefits to advance national development.

Mr Festus Keyamo, minister of Aviation and Aerospace Technology, stated this at the inauguration of the 28th Meeting of the AFI Satellite Network Management Committee (SNMC), recently in Abuja.

According to Keyamo, satellite technology offers myriad of solutions to address complex needs of the nation’s aviation sector from enhancing air traffic management systems to improving weather forecasting capabilities.

“By leveraging these capabilities; we can enhance safety, increase efficiency, and unlock new avenues for growth and prosperity. I stand before you with a deep appreciation for the transformative power of satellite technology.

“In a world that is increasingly interconnected, satellite networks serve as the backbone of modern aviation, enabling safer, more efficient and more sustainable air travel.

“The Federal Government of Nigeria has set for itself priority areas for the transformation of the nation. These priority areas are focused on improved livelihood, economic outcomes, harnessing human resources and fairer and safer playing field,” Keyamo said.

He said that aviation has been identified as an enabler of growth, considering its role as a catalyst for economic growth and security of the nation as regards its benefits.

The ministry, he said, launched an ambitious agenda to develop the aviation and aerospace sector in the country.

According to him, the ministry aims to create a safe, efficient, and sustainable aviation system that supports economic growth, job creation and national security.

“Our strategy includes – modernising our airports and air navigation infrastructure; developing a robust aviation safety and security framework, encouraging private sector investment in the sector, building a skilled workforce and promoting research and development.

“In order to achieve our goal, we have recognised the pivotal role satellite technology is to play. The ongoing AIS Automation project, that is to provide AMHS to our ATM system, relies on the VSAT network.

“Nigeria is also upgrading its multiplexers to NETPERFORMER in accordance with Conclusion 27/04 of the 27th SNMC meeting held in Accra in 2019″.

The minister said the effort was part of various projects aimed at improving safety and efficiency of aviation in the country that were highly dependent on satellite technologies.

According to him, the committee’s role is vital in promoting the development and use of satellite technology in the aviation sector to ensure safe and efficient management of satellite networks in the region.

“I urge you all to continue working together to harness the full potential of AFISNET. Let us collaborate by coming up with network concepts and topologies that will assist in achieving relevant ATM operational requirements;

“Also ensuring the continuous operation of AFISNET to meet the AFI and global CNS/ATM plans; addressing the challenges of spectrum management and interference; promoting international cooperation and knowledge sharing.

“Also by deciding on the type and level of service to be provided by the network,” he said.

Keyamo said commitment to harnessing the power of satellite networks was for convenience and a strategic imperative that underpinned collective aspirations for economic growth, social development, and global competitiveness.

He urged members of the committee to forge a cohesive and resilient satellite network ecosystem that would empower the aviation industry to soar to new heights.

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Telecom

Global Tech OEMS Partner Konga Group for Tech Month with Huge Discount

Published

18 hours ago

May 13, 2024

Ugo Onwuaso

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E-Commerce giant with reputation for integrity and trust, Konga Online, has partnered with global OEMs like Samsung, Apple, Starlink, HP, Lenovo, Hisense, Zinox, Philips, Nokia, Infinix on daily site takeover.

This means that each OEM will take over the Konga.com website with amazing deals for Nigerians every day from Monday, May 13 through May 31.

According to Mr. Abed Steven, a senior executive from a major OEM taking part in the sales extravaganza, “It is a discount shutdown and the first of its kind in the history of eCommerce in Africa.”

He adds that because Konga has capacity with their statewide network of retail locations, they are encouraged to deliver these orders on the same day nationwide.

Konga is the only E-commerce authorized shop-in-shop for Apple, Starlink, Samsung and many others including L’Oreal, the number one cosmetics company in the world.

This means you have peace of mind when you shop these products on Konga.com. Additionally, the OEMs are offering a global warranty on all of our products.

The Konga Tech Month, according to Konga’s Commercial Manager Mr. Melvin Onochie, covers everything Tech – mobile phones, computing, electronics, home and kitchen, power systems (including generator sets, inverters, solar panels, and batteries), and much more. Shoppers can purchase as many of these items as they choose.

He announced that Konga, in partnership with OEMs, shall be realizing limited edition of high value products only available on Konga.com.

Products such as 98″ Samsung TVs, iPhones, Starlink Enterprise Kits, high-end Samsung refrigerators, deep freezers, air conditioners and huge range from different manufacturers with global warranty. This is important as they are not grey market products.

He also advises shoppers to be online each day from 12midnight to take advantage of limited stock available. There shall also be an extension of free same day delivery to major cities in Nigeria.

Interestingly, Konga Tech Month goes beyond commonly known tech devices. This year’s edition expands its offerings to include a wide range of home essentials, allowing you to spruce up your living space simultaneously.

Find amazing deals on top brands like Bosch and Haier Thermocool, covering everything from kitchen appliances to home improvement essentials.

In addition to catering to individual shoppers, Konga presents a unique opportunity for entrepreneurs and business-minded individuals to explore the world of retail.

By serving as the authorized retail outlet for OEMs, Konga empowers aspiring entrepreneurs to purchase products in bulk for resale purposes.

Whether you’re looking to start your own tech retail business or add a new revenue stream to your existing ventures, Konga provides the platform and resources to kickstart your entrepreneurial journey.

Beyond the incredible tech and home essentials deals, Konga remains the trusted platform for acquiring genuine Starlink kits in Nigeria.

This innovative satellite internet service offers high-speed internet access to remote and underserved areas, a game-changer for those struggling with unreliable internet connectivity.

And the best part? During Konga Tech Month, enjoy the added convenience of free delivery of your Starlink kit to your chosen destination within Nigeria.

Konga is the preferred destination for shoppers seeking quality products and exceptional service. Discover the convenience and value of shopping with Konga and unlock a world of possibilities for personal and business success. Browse the extensive selection of discounted products online at the Konga website (https://www.konga.com/. Shop smart.

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Telecom

Glo to Unveil Innovation Hubs to Drive Digitalization – Bella Disu

Published

18 hours ago

May 13, 2024

Ugo Onwuaso

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Mrs. Bella Disu, Executive Vice Chairman of Globacom says the company is poised to help drive the realization of the Federal Government’s digitalization agenda.

She stated this at the launch of Nigeria’s Digital Economy Report themed ‘Driving Economic Growth through Digital Transformation’ on Thursday at the Transcorp Hilton Hotel, Abuja.

Mrs Disu, who emphasized the importance of Nigeria continuing to harness the transformative powers of emerging technologies, disclosed Globacom’s plan to enable technological advancement in the country.

“We see the current challenges in the sector as a responsibility to be at the forefront of enabling tech advancement. We are at the moment doing two things which key into the Ministry of Communications, Innovation and Digital Economy’s strategic blueprint. Under the pillar of Knowledge, the ministry is planning to have about 3m technical talents by 2027 and also increase digital literacy.

“GLOIn Glo, we have a Glo learning management solution which has the capacity to train up to 100,000 users a month on different skill sets from digital marketing and other professional courses some of which we plan to offer as CSR and also on courses covering Python, blockchain, AI to really push digital literacy”, the EVC explained.

“Under innovation, we plan to have four innovation hubs, with one to be rolled out in Lagos in the fourth quarter of the year, and three to be commissioned by the second quarter of 2025 in PH, Ibadan, and Abuja. We see these hubs as being an ecosystem and a catalyst for technological advancement where we have hubs for tech enthusiasts, entrepreneurs, incubators and accelerators to really collaborate, thrive and learn”, she added.

Mrs Disu noted that the impact of digitalization was already visible in a few sectors: “digital platforms have completely revolutionised the transportation and mobility services sector with ride-hailing companies facilitating hundreds of millions of rides in the last seven years, In ecommerce, the sector has grown significantly with online user market now about 76.7 million users. We have also seen a huge growth in POS terminals from about 155,000 in 2017 to now 1.8 million in 2023”.

“More and Nigerians are going into remote work, and with the right training, they will be able to take up even more lucrative roles in the sector. In entrepreneurship and start-ups, through fintech and content creation and startups, the opportunities are vast,” she pointed out, and pledged Globacom’s continued support for the sector.

Mrs Disu commended the Minister of Communications, Innovation and Digital Economy, Dr. Bosun Tijani, and the Executive Vice Chairman of NCC, Dr. Aminu Maida, for show commitment and political will to address the challenges in the telecom industry.

Also speaking at the event, Dr Bosun Tijani, said with Nigeria’s huge population and resources, the country was well placed to play a critical role in a connected economy. “We can only do that by diversifying our economy and strengthening technical efficiency. This is why there is immense focus on digitalizing our economy and accelerating development in sectors like agriculture and mining to improve quality of education so we can improve learning outcomes and as such deepen pour workforce, improve on transportation and infrastructure so that our economy can get the backbone that is required to make it work for our people”, the minister stated.

The Digital Economy Report was presented by GSMA Africa and the World Bank.

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