The Executive Vice Chairman/CEO of the Nigerian Communications Commission, Dr Aminu Maida, has said that the telecommunications regulatory body places a high premium on the protection of consumers to ensure that they get value for the service they paid for.
Dr. Maida, while speaking during the NCC Special Day at the ongoing 45th Kaduna International Trade Fair in Kaduna, reiterated the fact that the NCC recognizes the consumers, hence the need to protect and empower them, and ensure that they have “access to high-quality telecommunications services and are well-informed about their rights and responsibilities.
“We believe that an empowered consumer base is essential for driving demand and sustaining the growth of the local content value chain,” Maida said.
He said that the telecoms regulatory body will constantly address the challenges faced by the Nigerian consumers, adding that the “NCC is committed to protecting their rights while ensuring their satisfaction. We therefore encourage businesses and service providers to prioritize customer satisfaction and uphold the highest standards of service delivery.
“With our keen interest and commitment to consumer protection, the NCC has implemented measures to safeguard the interests of consumers and businesses alike.
“We have established a robust regulatory framework that promotes transparency, quality of service, and fair competition.
“Additionally, we have set up channels for consumer redress, ensuring that consumers can resolve disputes in a timely and efficient manner,” he said.
According to Dr Maida, the NCC has also established seamless programs that will Protect, Inform and Educate (PIE Mandate) telecom consumers through various consumer-centric initiatives.
These include Consumer Education Outreach Programmes: These programs include the Telecom Consumer Parliament (TCP), Telecom Town Halls on Radio (TTR), Telecom Consumer Conservation (TCC), Professionals’ Dialogue, Market Square Conversation, Village Square Dialogue, Television (TV) Dialogue, and Trade Fairs such as this one today.
Consumer Complaints Management (CCM): The Commission created various channels of lodging complaints which include:
NCC Toll-Free 622 Contact Centre which is available between 8:00 a.m. to 8:00 p.m. daily except on Sundays and Public holidays.
Consumer Portal http://consumer.ncc.gov.ng. E-mail: Consumers can send mail to ([email protected]). Consumer X account @Consumersncc. Written complaints submitted to NCC Head Office here in Abuja or any of our Zonal Offices in Lagos, Ibadan, Port Harcourt, Enugu, and Kano States.
Development of the Do-Not-Disturb (DND) 2442 Short Code: this was established in 2016 for telecom consumers to stop unsolicited text messages and nuisance calls.
To activate the FULL DND service to stop all unsolicited messages & calls, Text “STOP” to 2442 and for PARTIAL DND service, Text “HELP” to 2442 to select the type of messages you want to receive.
Development of Mobile Number Portability (MNP): It ensures that telecom consumers can switch from one network to another without changing their original Phone Number.
The Commission partners with Law Enforcement agencies to protect Telecom Infrastructure: The Commission signed a Memorandum of Understanding (MoU)with law enforcement agencies such as the Police and National Security and Civil Defence Corps to help protect telecom infrastructure from vandalization.
Campaign against Sales & Buying of Pre-registered SIM Cards: Telecom Consumers should be aware that buying pre-registered SIM cards is a criminal offence in Nigeria.
Direction on Roll-Over of Data: Service Providers have been directed to Roll-Over unused data at the expiration of a data plan provided it is renewed within the stipulated time frame.
1. One (1) day data plan has one (1) day to renew.
2. Above one (1) day but less than thirty (30) days has a grace period of three days to renew.
3. Thirty (30) days has seven (7) days to renew.
Telecom Consumer Assistance, Resolution and Enquiries (TELCARE) Desk at the Nnamdi Azikiwe International Airport Abuja: The TELCARE desk was set up to further provide an additional platform to make enquiries on consumer issues; and receive and facilitate the resolution of telecom consumer complaints. The TELCARE Desk is also for advocacy on any thematic telecom consumer issue or concerns and most importantly, an avenue for enhancing awareness of the Commission’s activities.
Harmonized Short Codes: The Nigerian Communications Commission had on May 17, 2023, directed all licensed Mobile Network Operators (MNOs) to commence implementation of approved Harmonized Short Codes (HSC) for providing services to Nigerian telecom consumers. The measure initiated by the Commission is a bid to improve the Quality of Experience (QoE) of consumers across all mobile networks.
“The new initiative is enabling consumers using the over 224 million active mobile telephone lines in Nigeria to use the same codes to access services across all networks. For instance, the same code *310# will be used for checking airtime balance across all the networks.”
