THE Nigerian Communications Commission (NCC) has directed telecommunications companies (telcos) to resolve complaints by their subscribers within 30 days.
The directive was disclosed in a document titled ‘Consumer Code of Practice Regulations’, which was posted on the NCC website.
The telcos were directed to address subscribers’ complaints in one month. Also, dissatisfied subscribers can refer their complaints to the Commission after a month.
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“In the event that a complaint, including any escalation process, has not been resolved to the consumer’s satisfaction within thirty days of being communicated to the licensee (network operator and non-network operator), the licensee shall advise consumers that they may refer the complaint to the Commission.
“Any other dispute referred to the Commission shall be resolved using the processes set out in its Dispute Resolution Guidelines or any Dispute Resolution procedure which the Commission may deem appropriate in the circumstance,” the document said.
According to the NCC, original complaints by telecom consumers must be attended to within 30 days after their initial filing.
“Where possible, consumers shall be advised when they make a complaint of the expected actions and timing for investigating and resolving the complaints.
“If dissatisfied the consumer shall have the further recourse described below. In any event, no consumer complaint shall remain unresolved for more than three months.”
The NCC added that when a consumer is not satisfied with a decision reached, telcos must give that consumer the option of pursuing an identified escalation process.
The Commission further directed that licensees must provide information about their complaint process in various media and formats to their customers.
According to the NCC document, telcos must provide a complaint handling policy that entails a line of complaint procedure that is transparent, accessible and effective and facilitate appropriate access to alternative dispute resolution.
Also, the telcos are to ensure that people with special needs and the elderly are able to access complaint handling processes. The telcos must ensure that those with special needs and the elderly are easily represented by their authorised representatives in order to lodge a complaint if the need arises.
According to the NCC, any consumer complaints, and any related service failures, including payment of any specific service credits or rebates that aren’t attended to will eventually be treated in accordance with the provisions of its Quality of Service Regulations.
The Commission also stated that network operators must attend to enquiries concerning current service arrangements, including rates, terms and conditions for all services offered to the public within 96 hours.
In the same vein, subscribers can dial 622 to complain about unattended complaints that the telcos failed to address.
Amos Abba is a journalist with the International Center for Investigative Reporting, ICIR, who believes that courageous investigative reporting is the key to social justice and accountability in the society.