Telcos get 30 days to resolve subscriber complaints

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By Temitayo Jaiyeola

July 5, 2022

The Nigerian Communications Commission is set to compel network operators and off-net operators to resolve any problematic complaints from their subscribers within 30 days.

According to the commission, if the subscriber is not satisfied with the result of an initial complaint, he can choose to enter it after one month of expressing his dissatisfaction with his operator. This was disclosed in its "Draft - Consumer Code of Practice Regulations" document which was uploaded to its website on Monday.

It stated: "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 Licensee, Licensee inform consumers that they can escalate the complaint to the commission.

“Any other dispute brought before the commission shall be resolved using the processes set out in its dispute resolution guidelines or such dispute resolution procedure as the commission may deem appropriate in the circumstances. »

According to the NCC, initial telecommunications consumer complaints must be addressed within 30 days of their initial filing.

It stated: "To the extent possible, consumers should be informed when filing a complaint of the planned actions and timeframe for investigating and resolving complaints.

"In the event that Licensee considers the complaint to be frivolous or vexatious, the consumer will be so notified and, if dissatisfied, the consumer will have the additional remedy described below. In any event, no consumer complaint may remain unresolved for more than three months."

The commission said that when a consumer is unhappy with a decision made, companies must give that consumer the opportunity to pursue an identified escalation process.

The NCC has stated that licensees (network operators and non-network operators) must provide their customers with information about their complaints process in a variety of media and formats.

He said they must provide a Compliant Handling Policy that involves a line of complaints procedure that is transparent, accessible and efficient and facilitates appropriate access to alternative dispute resolution.

He explained that people with special needs and older adults can access complaint-handling processes, including that they can be easily represented by their authorized representatives to file a complaint in the event of need.

Depending on the regulatory agency, any consumer complaints and related service failures, including payment of any specific service credits or rebates that are not supported, will ultimately be addressed in accordance with the provisions of its Quality of Service Regulations.

He further stated that each complaints process should be free of charge, except where the investigation of the complaint requires the retrieval of documents that are more than two years old and incurs additional expense or significant disadvantages for the company.< /p>

In addition, the NCC said network operators and non-network operators nationwide should respond to inquiries regarding current service agreements, including tariffs, terms and conditions of all services offered to the public, retail offices or on their websites within 96 hours.

Commenting, National Telecommunications Subscribers Association President Adeolu Ogunbanjo said the option has been available for some time and consumers can complain to the NCC by dialing the 622.

He added that the NCC should work on ways to ensure these complaints are addressed within a week.