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NCC Resolves 99.2% of Telecom Consumer Complaints in Q1 2021

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The Nigerian Communications Commission (NCC) has resolved 99.2 per cent of service-related complaints received from telecom consumers across the major network operators in Q1, 2021.

According to the Q1, 2021 Report on Complaint Management issued by the Consumer Affairs Bureau of the Commission, a total of 3,019 consumer complaints were received from four complaint channels established by the Commission as compared to 2,854 complaints received in the Q1, 2020.

The consumer complaint channels include the Commission’s Contact Centre, through which the toll-free number 622 is managed, NCC Consumer Portal, NCC social media platforms and written complaints.

Of the 3,019 consumer complaints, 2,995 consumer complaints, representing 99.2 per cent, were successfully resolved while only 24, representing 0.8 per cent, which were escalated to service providers, are pending resolution from the respective service providers in line with the revised Consumer Complaint/Service Level Agreement (CC/SLA) of 2019.

A breakdown of the consumer complaints received within the period under review shows that 2,759 (91.4 per cent) came through the NCC Contact Centre; 188 (6.2 per cent) were received via the NCC Consumer Portal; 50 (1.7 per cent) complaints came to the Commission through its various social media platforms, while 22 (0.7 per cent) were written complaints.

With respect to breakdown by service providers’ customers, 1,261 (51.8 per cent) of the total complaints were lodged by MTN customers, 973 representing 32.2 per cent relate to Airtel subscribers, 549 (18.2 per cent) were accounted for by Globacom subscribers; 179 (5.9 per cent) by 9Mobile customers, while the remaining 52 complaints came from customers of other licensees.

On a month-on-month basis, 971 complaints were received in January, 1,039 in February and 1,009 in March. The report also shows that issues related to billings, quality of service/experience for voice as well as quality of service/experience for data were the three topmost complaint types from telecom consumers in the period under review.

Commenting on the report, the Executive Vice Chairman of NCC, Prof. Umar Garba Danbatta, said NCC, as a consumer-centric telecoms regulator, will continue to explore new initiatives to strengthen the existing consumer complaints management process while ensuring prompt and satisfactory resolution of all complaints.

He urged the consumers to continue to take advantage of the various channels made available by the Commission, including the 622 toll-free consumer complaints line, the Commission’s consumer web portal on its website and other social media channels to promptly lodge their complaints in the event of service dissatisfaction.

“NCC’s actions in this regard are in line with its mandate to protect and defend the rights and interests of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecoms sector,” Danbatta said.

Expressing satisfaction with the report, Danbatta emphasised that the Commission will remain committed, in collaboration with relevant stakeholders, to continually improve quality of service both for voice and data services, assuring consumers of NCC’s readiness to always defend their rights and interests.

 


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

Telecom

Telecom Management Company Appeals for Cooperation and Safety Measures Over Abaranje Base Station Fire Incident

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Carville Integrated Ventures Limited, a telecoms facility management services provider, has expressed deep sadness by the recent fire incident at Abaranje Base Station, one of the several base stations it manages on behalf of Airtel Nigeria.

The incident, which occurred during maintenance operations on a leaking part of a diesel tank, resulted in injuries to some individuals from the local community who forcefully gained unauthorized access into the facility hosting the base station during the maintenance work.

Despite this breach of access control by the impacted individuals, Carville, who has responsibility for the site management expresses its sympathy to the victims and has offered to provide healthcare support to them.

The management of Carville Integrated Ventures, extends her condolences to the affected individuals and their families, stating, “Our hearts go out to those injured in the unfortunate incident. We are committed to providing support and assistance during their recovery process.”

Carville also emphasizes the company’s dedication to corporate social responsibility, stating, “We stand by our commitment to the communities we serve, and we will continue to prioritize their welfare in all our operations.”

Furthermore, Carville appeals to community leaders and members to cooperate with the company in implementing safety measures to prevent similar incidents in the future. “Safety is our top priority, the management affirmed. “We urge everyone to adhere to safety protocols and guidelines to ensure the well-being of all.”

Carville is working closely with local authorities and regulatory bodies to conduct a thorough investigation into the incident and implement necessary measures to prevent recurrence.


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Google, Kaduna State Others Partner to Launch First Hausa-Language AI learning Series to Expand Tech Education and Empower Women

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A new initiative aimed at empowering women in Northern Nigeria through AI education was launched today. Google, in collaboration with the Kaduna State Government, and Data Science Nigeria, introduced the AI for Beginners Learning Video Series. This series presents Artificial Intelligence concepts in Hausa, making complex technology more accessible and culturally relevant for the region.

In Northern Nigeria, various challenges can impact access to tech education and career opportunities. These include diverse socio-cultural dynamics, infrastructural limitations, and language barriers. The AI for Beginners Learning Video Series, through its engaging animations and culturally relevant imagery, is designed to make complex digital concepts more accessible and relatable, fostering inclusivity and participation in the growing tech sector.

The launch event, held at Umaru Musa Yar’Adua Hall in Kaduna, was a celebration of technology, education, and the immense potential of Northern Nigeria’s women. His Excellency, Governor Uba Sani of Kaduna State, graced the occasion as the Guest of Honor, delivering a keynote address that underscored the government’s commitment to digital transformation and economic growth.

“AI is not just the future; it’s the present,” Governor Uba Sani declared. “By equipping our people, especially our women, with AI skills, we’re not only paving the way for a more prosperous and innovative Northern Nigeria, but also laying the foundation for Kaduna to become a thriving tech hub.”

“We believe that technology can be a powerful force for change and are committed to making learning resources available in local languages to empower more people,” said the Director of Google West Africa during the launch event held at Umaru Musa Yar’Adua Hall, Murtala Muhammad Square, Kaduna. He added, “This series marks a new milestone in our ongoing efforts to enhance AI knowledge across Northern Nigeria, fostering a broader understanding and application of AI technologies that drive innovation and create new job opportunities.”

“By making AI education accessible in Hausa, we’re opportunities for innovation, entrepreneurship, and social impact,” added Dr. Bayo Adekanbi, CEO/Founder of Data Science Nigeria. “These women are the future leaders and innovators of Northern Nigeria, and AI is the tool that can amplify their potential.”

The event also featured speeches from representatives of NITDA and the Ministry of Communications, Innovation and Digital Economy, who underscored the national significance of the initiative and the government’s support for fostering a vibrant tech ecosystem.

The AI for Beginners Learning Video Series is now available on YouTube via the Data Science Nigeria platform, on the NITDA education portal, and for download. To further aid in accessibility, the series has also been deployed on USB drives for distribution and direct peer-to-peer copy at all primary and secondary schools, including public video content copying centres across Kaduna State.


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Konga Launches Tech Month with Incredible Discounts

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Konga, Leading e-commerce giant has announced its highly anticipated Konga Tech Month starting from Wednesday, May 1, until Friday, May 31, 2024. This good news is not only for tech enthusiasts and bargain hunters but also for home appliance lovers, as this year’s edition goes beyond gadgets to feature home, office and lifestyle essentials.

Konga Tech Month has become a major event in the Nigerian shopping calendar. This annual sales extravaganza is widely regarded as one of the biggest gadget sales in the country. It offers a treasure trove of tech devices at unbeatable prices, attracting a massive audience eager to snag incredible deals on a wide range of products.

This year’s Konga Tech Month boasts an impressive selection of devices across various categories. Whether you need a reliable laptop, phone or a professional upgrade to your office and household with authentic appliances, Konga Tech Month has something to suit every need.

Throughout May, Konga’s customers will stand the chance to take advantage of special discounts on original printers, dependable power solutions and generators from companies like iTEC and iPower Inverters, mobile phones, refrigerators, inverters, and much more at up to half the price. Many freebies and deals will also be on offer for the fastest fingers in the Konga Flash Sale.

“Konga Tech Month is a testament to our commitment to providing Nigerians with access to high-quality yet affordable tech products,” said Mr Nnamdi Ekeh, CEO of Konga. “This year’s event promises to be even bigger and better than last year, so we are thrilled to get started. Thanks to Konga Tech Month, we can accomplish our mission of making cutting-edge technology available to everyone no matter their budget.”

The competitive pricing and special deals offered during Konga Tech Month are available for students, institutions, and organizations. Whether it’s outfitting a computer lab, updating office technology, or providing students with affordable laptops, Konga Tech Month offers a cost-effective solution.

A satisfied shopper from the last edition shared her excitement saying, “The Konga Tech event last year was incredible! I was able to get the high-performance laptop I’d been eyeing for months and at a price I couldn’t believe. The discounts were amazing, and the selection was huge. Plus, being able to choose between online shopping or visiting a Konga store was convenient and made shopping easier. I’m looking forward to Tech Week this year. I’ve been eyeing a new microwave and phone, and I know Konga will have the finest deals in town.”

Konga Tech Month offers a smooth shopping experience for everyone. Customers can browse the extensive selection of discounted tech products online at the Konga website (https://www.konga.com/) or visit any Konga retail outlets nationwide to experience the deals firsthand.

 


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