NCC gives telcos 30 days in proposed regulation changes
By Jeph Ajobaju, Chief Copy Editor
Telecom operators will soon have just 30 days to resolve complaints lodged by subscribers, a directive being mooted by the Nigerian Communications Commission (NCC) that may be a tall order for networks buffeted by a difficult business climate.
A “Draft – Consumer Code of Practice Regulations” on the NCC website says if a subscriber is not satisfied with the result of a complaint, he or she can refer it to the commission after a month of expressing dissatisfaction to the operator.
“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, 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.
The NCC stressed that original complaints by telecom consumers must be attended to within 30 days after filing.
“Where possible, consumers shall be advised when they make a complaint of the expected actions and timing for investigating and resolving the complaints.
“In the event that the Licensee regards the complaint as frivolous or vexatious, the consumer shall be informed accordingly and 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.”
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Other directives
Other directives in the document include:
When a consumer is not satisfied with a decision reached, firms must give that consumer the option of pursuing an identified escalation process, according to the document, per reporting by The PUNCH.
Licensees (network operators and non-network operators) must provide information about their complaint process in various media and formats to their customers.
They must provide a compliant handling policy that entails a line of complaint procedure that is transparent, accessible, and effective and facilitates appropriate access to alternative dispute resolution.
People with special needs and the elderly are able to access complaint handling processes, including that they can be easily represented by their authorised representatives in order to lodge a complaint if they need arises.
Any consumer complaints, and any related service failures, including payment of any specific service credits or rebates that are not attended to will eventually be treated in accordance with the provisions of its Quality of Service Regulations.
Every complaint handling process must be free except when the investigation of the complaint requires the retrieval of records more than two years old and results in any incremental expense or significant inconvenience to the firm.
The NCC already directed network operators and non-network operators to attend to within 96 hours enquiries on service arrangements, including rates, terms and conditions for all services offered to the public, at retail offices, or on their websites.
National Association of Telecoms Subscribers (NATS) President, Adeolu Ogunbanjo said the option has been available for a while and consumers can complain to the NCC by dialing 622.
He urged the NCC to ensure complaints are attended to within a week.
