Stakeholders in telecommunications industry have called for the establishment of quality of service forum that will comprise operators in the industry to help address both quality of service issues as well as consumer complains.
They spoke at the 3rd Nigerian Communications Commission (NCC) stakeholders’ forum held in Lagos last week.
Alhaji Ibrahim Nakande, minister of state for Information and Communications, represented by Henry Angulu, director of public communications, Ministry of Information; said that the Nigerian consumers are known for their patience which has been a factor that encourages investors in the telecoms sector and so, it is important that they be treated with all possible care and attention.
"Protecting the consumer should be our collective concern. Satisfying the yearnings of the consumer should be the reason for our being in business. Indeed, we cannot be in business without the patronage of the consumer’ he added.
In his key note address, Engr. Ernest Ndukwe, executive vice chairman, NCC emphasized that telecoms services consumption cuts across different socio-economic strata in the Nigerian and called upon operators, to provide acceptable quality of service and to promptly and professionally address complaints from their clients. Thus, the need for well equipped and well staffed customer care centers all over the country.
"As for us in the commission, the consumer enjoys a primary place in our regulatory functions and we shall continue to invest valuable time and resources in ensuring that his/her rights are protected at all times," he said.
According to him, operating companies should consider self-regulation as regards quality of service. It is not very good for the NCC to police operators all the time. He challenged them to take the bull by the horn and improve the quality of service so as to move the country forward.
Also speaking at the event was Engr. Gbenga Adebayo, chairman, Association of Licensed Telecommunications Operators of Nigeria, Alton, stressed on the need for the operators and consumer rights groups to support consumers and make them become aware of their rights and the operators’ obligations to them.
He added that operators must locate consumer helpdesks nearer to subscribers and endeavour to solve each problem at hand, as well as train their staff to strengthen consumer support.