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NCC Resolves 98% Consumer Complaints in 15 Months

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Nigerian Communications Commission (NCC) has said that 98 per cent of the total service-related complaints received from telecoms consumers within a 15-month period, spanning January 2019 to April 2020, have been successfully resolved.

NCC Resolves 98% Consumer Complaints in 15 Months

Prof Umar Danbatta, EVC, NCC

Besides this, the commission  has reiterated its commitment to ensuring improvement in the Quality of Service (QoS) and Quality of Experience (QoE) for the nation’s over 190 million telecom subscribers, even as the global community grapples with the challenges of containing the spread and management of COVID-19 pandemic.

According to the Commission, in the period under review, 26,169 complaints were received and managed by the Commission to the satisfaction of the overwhelming majority of telecom consumers. Of that number, 25,575, representing 98 percent of the total complaints received were expeditiously resolved.

Many of the satisfied consumers reverted to either acknowledge the prompt resolution of their complaints or to thank the Commission for its intervention in service-related issues between them and their respective service providers.

The complaints were received through all the Commission’s official channels of communication. These include 24,481 complaints received through Commission’s Contact Centres; 1,007 complaints received through the NCC Consumer Portal; and 296 others received as written complaints submitted at NCC Head Office in Abuja and at the Commission’s five zonal offices in Lagos, Enugu, Port Harcourt, Kano and Ibadan.

Complaints also reached the Commission through its official email ([email protected]) while 366 of the complaints were transmitted to the Commission through its social media handles on Facebook, Twitter, Instagram, LinkedIn, and the specially-dedicated Twitter handle for consumer issues (@ConsumersNCC).

Also, 19 complaints were also referred to the Commission during the period through the Twitter account of Dr. Isa Ali Ibrahim Pantami, minister of Communications and Digital Economy.

According to Prof Umar Danbatta, executive vice chairman (EVC) of NCC, , “the Commission is pleased to find that consumers are increasingly accessing the numerous complaint channels instituted by the Commission to resolve second level complaints brought to its attention.”

The EVC said the NCC has emplaced all the channels to enable consumers to escalate to the Commission complaints earlier reported to their service providers that may not have been addressed promptly and/or satisfactorily.

“It is important to note that Commission’s actions in this regard is in congruence with NCC’s mandate to protect and defend the rights of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecom sector, and therefore deserving of priority attention as enshrined in the Nigerian Communications Act (NCA) 2003,” Danbatta said.

He emphasised the Commission’s commitment to taking several steps, in collaboration with relevant stakeholders, to continuously improve QoS both for voice and data services.

According to him, such responsibility has become more imperative, in view of the outbreak of COVID-19 and the attendant necessities for containing the contagion, giving that telecom consumers, in their majority, have come to rely more on telecom services in order to cope with the restrictions to physical movement and close contacts.

Danbatta assured consumers of NCC’s readiness to sustain existing measures put in place to sustain improvement in QoS, in order to reduce incidents of complaints and to ensure the overall protection of the rights of the telecom consumer.

“Such measures include monthly engagement sessions with operators on QoS; quarterly QoS Industry Working Group  (IWG) meetings on QoS; continuous engagement with the Nigerian Governors’ Forum (NGF) on Right of Way (RoW) issue; regular publication of QoS performance data on the Commission’s website; instituting benchmarking drive test across the country to measure performance of each operator; establishing new QoS measurement mechanisms for assessing operators’ performance across all states of the Federation, among others,” Danbatta emphasised.

The EVC assured telecom consumers of its readiness to address every challenge stifling robust delivery of telecom services, and he urged that: “telecom consumers should continue to report challenges about quality of service, first with their service providers, and if not satisfied with the handling of the complaints by service providers, the consumer may then escalate the matter to the Commission through various channels provided as mentioned above.”

 


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NCC Holds First Virtual Bi-Annual Meeting with Telcos

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Nigerian Communications Commission (NCC) and senior executives of telecommunication companies on complaints management recently held the regular bi-annual meeting, in compliance with COVID-19 management protocols instituted by the Federal Government.

NCC Holds First Virtual Bi-Annual Meeting with Telcos

Prof Umar Danbatta, EVC, NCC

At the meeting, which focused on consumer relations and complaint management processes, the NCC and the telecom service providers agreed that the compensation policy should be revisited and complied with at all times.

This is to ensure full compliance with the new Complaint Categories and Service Level Agreement (CC/SLA) consented to by the NCC and the service providers in the telecommunication ecosystem.

Additionally, it was decided that the Commission and telecom service providers will hold follow-up discussions on “Fair Usage Policy” on unlimited data bundles/data rollover, in order to provide a clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.

The Commission hereby wishes to restate that its direction of June 2018 to service providers to commence implementation of data rollover from 26 June 2018, remains in force.

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

Therefore, the Commission urges service providers to continue to inform and educate subscribers on the procedures and processes for data rollover.

Service providers also agreed to ensure that senior-level customer relations officers support their respective complaints management teams, to resolve complaints that were not resolved to the satisfaction of the consumers when such complaints were first reported.

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

With respect to services subscribed to through third parties (such as banks), which are not rendered, 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.

All parties to the meeting equally agreed that telecom service providers will carry out pervasive consumer education and enlightenment campaigns about their products and services to ensure their subscribers have the information they require to make informed decisions and get value for money spent.

The commission wishes to state that it was very pleased with the impressive attendance, participation, and the quality of decisions taken at the bi-annual meeting.

The NCC is, therefore, determined to continue to work closely with the service providers and other stakeholders in the Nigerian telecom sector in order to improve on the quality of service, and by implication, the quality of consumer experience.

The bi-annual meeting, which has held regularly since 2018, focuses on ensuring improvement in Quality of Service (QoS) and Quality of Experience (QoE) in the telecom industry.

It has served as a veritable platform for the Commission and service providers to discuss and agree on measures that will enhance prompt and effective consumer complaint resolution in telecom service provision in Nigeria.

 


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Ericsson Launches Integrated Packet Core Firewall to Boost 5G Core Security

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Ericsson is advancing 5G core network security for communications service providers (CSPs) through the launch of the cloud native Ericsson Packet Core Firewall.

Core network security is a key factor in CSPs’ forward business planning as they pursue innovative new business opportunities powered by 5G and emerging technologies.

Ericsson’s new solution, part of the Ericsson 5G platform, is aimed at enabling CSPs to pursue those opportunities not only through the best packet core network security capabilities, but also in the most cost-effective way for their business.

Powered by A10 Networks’ advanced security technology, the Ericsson Packet Core Firewall solution is already seamlessly integrated with Ericsson Packet Core Gateway in  Ericsson’s dual-mode 5G Core offering. The solution also supports end-to-end network slicing and edge computing.

The cloud native offering is optimized to scale with user plane to the edge of the network to cater for secure core network 5G use cases. By protecting a communications service provider’s core network – including sensitive service provider data and customer data – the all-in-one solution secures 5G service availability.

The solution delivers more than 50 percent total cost of ownership reduction over dedicated user plane security solutions, while maintaining 5G latency. This is enabled through a single CNF (Cloud Native Network Function) solution with simplified maintenance and orchestration.

Folke Anger, Head of Packet Core Solutions, Ericsson, says: “Securing service availability in 5G requires a holistic view beyond dedicated security solutions.

“We are now launching the Ericsson Packet Core Firewall seamlessly integrated into our Packet Core Gateway. This will provide our customers with substantial total cost of ownership improvements while ensuring their 5G services to the edge.”

Patrick Donegan, Founder and Principal Analyst, HardenStance, says: “Telecom operators need to think differently about how they implement security with a 5G Core. Ericsson’s Packet Core Gateway together with Packet Core Firewall integrates user plane and security functions in a single Cloud native Network Function (CNF).

“This allows significant TCO savings and is well optimized for edge use cases. It also enables automated, closed-loop, threat mitigation independent of transport equipment vendor.”

Dhrupad Trivedi, CEO and Board Chair, A10 Networks, says: “Mobile operators are transitioning to more cloud native and distributed architectures to support 5G. This increases the critical need for security and network availability.

“A10 is excited to expand our partnership with Ericsson to enable current and emerging 5G use cases. The Ericsson Packet Core Firewall powered by A10 Networks is ready for cloud native deployments and addresses the evolving business needs for operators.”


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Anambra Indicates Interest to Host NITDA’s South-East Zonal Office

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The Anambra State Government has indicated interest to provide enabling environment for the National Information Technology Development Agency, (NITDA) to situate its South-East Zonal Office in the State.

The State, also among other requests, expressed willingness to host some of NITDA’s events, programmes and establishment of information Technology hub in the State.

The State made the requests during a working visit to NITDA by Mr Theo Manfa, managing director/chief executive officer, Anambra State Information and Communication Technology Agency, (ANSICTA).

Mr Manfa in his address,  expressed that the call for special requests by the state is necessitated by the fact that the state “has long been known as a home of innovation and entrepreneurship, through the various markets like Onitsha and Nnewi and the plethora of locally produced goods they spawned over time.”

He said that innovation and entrepreneurship are important elements to drive the digital economy which the nation is striving to create adding that the state has been watching with keen interest the activities of Federal Ministry of Communications and Digital Economy and NITDA which necessitated the intended partnership.

While itemizing the identified possible areas of collaboration, Mr Manfa said that the state would like to partner NITDA on the newly launched Nigeria Government Enterprise Architecture, (NGEA), training of youths in hardware and software skills, entrenchment of e-Government culture and learning interventions for secondary school students with the aid of Unity Board.

In his remark, Dr Vincent Olatunji, director, e-Government Development and Regulations, who represented Mallam Inuwa Kashifu Abdullahi, director general, National Information Technology Development Agency (NITDA) at the meeting said it is gratifying to know that the state is keenly following the activities of the Agency in its drive to achieving digital economy for the nation.

He commended the state for developing its ICT policy to serve as road map on how the state would execute its IT plans adding that ANSICTA should ensure it drives the policy for the state.

While assuring the state that all its requests are not beyond what the Agency could provide, he enjoined it to formally write to the Agency by itemizing and prioritizing the area of collaborations.

The highlight of the meeting was the presentation of Award of Appreciation for his outstanding achievements in driving the digital economy.


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