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NCC Enlightens Consumers on Complaint Procedures

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Nigeria Communications Commission (NCC) has commenced consumers’ enlightenment campaign to ease the challenges faced by telecom subscribers

Although, NCC has intensified efforts towards consumer education, the present campaign via its social media like www.facebook.com/nigerian.communications.commission, aims at re-emphasizing Consumer Complaint Procedures.

One the information below is part of the campaign messages by the NCC.

It reads: “The NCC wishes to educate Telecom Subscribers about procedures and required steps for lodging complaints with the Commission.

“STEP 1: Firstly, contact your Network Operator via the call centre, help-line, e-mail, facebook, twitter, SMS or walk into your service providers help centre or shop about the issue and lodge your complaint and REQUEST for a COMPLAINT TICKET IDENTITY NUMBER.

STEP 2: Wait for the resolution time given by the service provider to elapse.

STEP 3: If the complaint is unresolved or the Customer is dissatisfied with the resolution, then contact the NCC via [email protected] with your TICKET ID to lodge a formal complaint with the Commission.

STEP 4: NCC Contact Centre will forward your concerns to the affected service providers for resolution.

Meanwhile, consumer related complaints has been categorized by the NCC from A-J and they include, issues on Billing (A); Call Center/ Customer Care (B); Call set-up (C); Faulty Terminal (D); Health Issues (E); Internet Service (F);  Promotions (G); Recharge card (H); SMS/MMS (I) and SIM related matters as ‘J’.

At the foremost conference of African Telecom Regulators on Consumer Affairs, held in Lagos recently, the roles of consumers were critically examined.

With the theme, ‘Harnessing regulatory policies to protect telecoms consumers in Africa,’ stakeholders at the African Telecom Regulators on Consumer Affairs reemphasised the strategic roles consumers play in the success of telecoms business in the continent.

The stakeholders, who stressed that the continuous blossoming of the industry was tied to the loyalty of consumers, maintained that it was very pertinent that the interest of consumers were well protected.

Dr. Eugene Juwah, executive vice chairman (NCC), said in Nigeria, the regulator had taken the general direction that clearly showed the steps of consumer affairs.

Speaking through Dr. Okechukwu Itanyi, executive commissioner (Stakeholders Management) at NCC, he emphasized that the Commission had reeled out several well thought out policies and intervention mechanisms deliberately instituted to grow the industry while protecting, informing and educating the consumers.

He added that the establishment of the Consumer Affairs Bureau of the NCC in September 2001 was a unique approach in regulation, among other measures to address consumer related matters in the industry.

 


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Telecom

FG Plans EO to Criminalise Fiber Cable Damage Costing Telcos Billions

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Nigeria will criminalize the destruction of broadband fiber cables following repeated complaints by MTN Nigeria Communications Plc and other telecommunications companies that they are losing billions of naira, according to people familiar with the matter.

FG Plans EO to Criminalise Fiber Cable Damage Costing Telcos Billions

Federal ministry of works, which supervises federal road constructors, is finalizing the regulation that will be signed as an executive order by President Bola Tinubu, said the people, asking not to be identified as they weren’t authorized to comment.

While there are presently laws against vandalism, the authorities are aiming to regulate construction firms more closely.

The order will enforce stiff penalties on offenders, said the people, declining to provide more details or say when it will be signed.

“Telecom assets are critical backbone that supports the economy across sectors,” said Temitope Ajayi, a senior presidential aide, who noted that the Association of Telecommunications Companies (ATCON) has been demanding the classification for years.

New rules will provide “further assurance that the Nigerian government will protect their investments against vandals and criminal elements.”

The Nigerian Communications Commission (NCC) estimates that the sector will make up more than a fifth of the country’s gross domestic product by the end of 2027, up from 13.5% in the third quarter of last year.

The move will help alleviate pressure on the telecoms sector, which is facing increased operating costs and sales pressures from a sharp depreciation in the currency and a threefold increase in energy prices.

Repairs and revenue losses from damaged cables is estimated to have cost the sector almost 27 billion naira ($23 million) last year alone, documents seen by Bloomberg show.

MTN Nigeria, the biggest wireless operator in Africa’s most-populous nation, and Airtel Africa Plc bore the brunt of the costs, the documents show.

MTN suffered more than 6,000 cuts on its fiber cable last year, the documents show. On Feb. 28, a cut on its network in three different locations by a road construction firm, an oil serving company and someone burning rubbish in a manhole meant customers faced more than five hours of data and voice outages.

The operator relocated 2,500 kilometers (1,553 miles) of vulnerable fiber cables between 2022 and 2023, at a cost of more than 11 billion naira – enough to build 870 kilometers of new fiber lines to areas without coverage.

A presidential order on the matter would be welcomed, said Tony Izuagbe Emoekpere, president, Association of Telecommunications Companies of Nigeria.

“When it comes to communication infrastructure, they are destroyed at will, so we are eagerly awaiting the president’s order,” he said. “It would be a great boost to the industry, and it will also encourage investment.”

 

 


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Telegram Eyes 1Bn Users amidst Political Pressures

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Telegram, the messaging giant founded by Pavel Durov and headquartered in Dubai, anticipates hitting a remarkable milestone of one billion active monthly users within the next year.

Durov’s departure from Russia in 2014, prompted by governmental pressures to stifle opposition communities on his VK social media platform, underscores Telegram’s commitment to neutrality despite geopolitical challenges.

With 900 million active users currently, Telegram stands as a beacon of free speech in the digital realm, particularly influential in former Soviet Union republics and pivotal during conflicts like the Russia-Ukraine standoff.

Durov’s staunch advocacy for freedom of expression and opposition to censorship by tech giants like Apple and Google reinforces Telegram’s status as a neutral platform.

Opting for the UAE as its base, Durov cites its neutrality and openness as conducive to Telegram’s ethos, serving both opposition groups and governments alike while maintaining impartiality.

In Durov’s vision, the pursuit of freedom eclipses material gain, shaping Telegram’s trajectory as a bastion of digital liberation.

 

 


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NITDA, NIMC Announce Collaboration To Strengthen Digital Economy

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To further strengthen Nigeria’s digital economy in line with President Bola Ahmed Tinubu’s Renewed Hope Agenda, the National Information Technology Development Agency (NITDA) and National Identity Management Commission (NIMC) have announced a collaboration on National Public Key Infrastructure (PKI) and Digital Public Infrastructure (DPI) to enhance and create synergy between digital identity, payment ecosystem, and secure & seemless data exchange capabilities for Nigeria.

During the meeting between the Director-General of NITDA, Kashifu Inuwa Abdullahi, and Director General of NIMC, Engr. Bisoye Coker-Odusote, with some management staff of both organisations, they discussed various initiatives, which include building DPI stacks for a secured and seamless data exchange and forming partnerships to transform the national identity system.

This collaboration also aims to harness the potential of the innovative ecosystem and emphasise the use of Public Key Infrastructure (PKI) to drive digital transformation in Nigeria.

To ensure a smooth implementation, a 12-man committee was set up. This committee will play a crucial role in kickstarting and harmonising the initiatives. It is expected to deliver a comprehensive implementation report within the next 4 weeks


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