The Nigerian Communications Commission (NCC) has explained reasons for revising complaints categories and service level agreement.
NCC’s Executive Vice Chairman (EVC), Prof. Umar Danbatta said the decision to revise the framework stipulating the processes for resolving consumer complaints arising from service delivery by telecoms operator was taken in order to achieve greater effectiveness in the sector.
A statement by NCC Director of Public Affairs, Dr. Ikechukwu Adinde pointed out that the review was aimed at strengthening the protection of telecoms consumers and other stakeholders.
Tagged: Complaints Categories and Service Level Agreements (CC/SLA), the framework was revised by the Commission in November 2019 at a programme attended by representatives of telecoms operators, consumers and other consumer rights advocacy groups in the country.
“The 2019 review of the CC/SLA, in collaboration with operators and other stakeholders, was essentially to strengthen effective and prompt resolutions of consumers complaints by reviewing the timelines, broaden and streamline complaint categories and establishing applicable sanctions on operators that fail to meet the timelines stated for resolving issues related to services delivery to their consumers,” the said.
”In the reviewed CC/SLA, with respect to the broad category of Quality of Service and Quality of Experience (QoS and QoE) in the data segment, when a telecom subscriber experiences fluctuation in service, such as instability in the Internet services, the subscriber shall be contacted by the service provider within four hours of reporting the incident and the disruption shall be restored within 72 hours.
“If the matter is escalated to the Commission, the consumer is expected to receive feedback within two hours, while the Commission ensures the issue is resolved within 48 hours. Additionally, the subscriber shall be offered an apology and the expiry date of his data bundle shall be extended by the number of days the disruption lasted. “
