166 views | Stanley Ugagbe | November 10, 2020
Consumers of telecom services who are dissatisfied with services rendered to them by any of the Service Providers have a right to seek redress of the situation by reporting to the Nigerian Communications Commission (NCC) after they would have reported to their respective service providers and are still not satisfied with the responses.
It should be noted that the Nigerian Communications Commission is the independent National Regulatory Authority for the telecommunications industry in Nigeria.
According to the body, consumers can lodge complaints through the following procedures:
The Consumer should contact the service provider, whose services or product he/she is not satisfied with, to make a complaint and obtain a complaint ticket number. In case the issue is not satisfactorily resolved by the service provider, the consumer should contact NCC through any of the following:
iii. Call the NCC Contact Centre Toll-Free number 622 to lodge the complaint providing ticket number given by operator.
The complaint must state name, address, Phone number(s), fax, or e-mail of the dissatisfied consumer; a statement of the problem and duration (how long the problem has lasted); a brief explanation of the circumstance that led to the complaint; name of service provider and the number of the Telephone that has the problem; the date you contacted the service provider about your complaint; and copies of any relevant supporting document to assist in our investigation.
The Consumer Affairs Bureau analyses the complaint and starts investigations immediately. The Bureau will mediate as appropriate to resolve the issues.
Yes. In situations where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail. This communication can also be in writing.
No. The services of the CAB are rendered FREE OF CHARGE.
Yes. However, in line with the provision of the Nigeria Communications Act (NCA) 2003, a dissatisfied consumer should first seek redress with the Service Provider, and later with NCC. A court action may be considered as last option.
The NCC has two distinct redress processes available. These are:
Doubtful bills, Arbitrary disconnection of lines, Nonchalant attitude towards genuine complaints, poor services delivery, inappropriate or deceptive advertisements, unauthorized increase in price, supply of sub-standard equipment, exploitation and invasion of privacy and any matters connected thereto.
FOR ANY COMPLAINT: Contact your service provider. If you are dissatisfied with the intervention from your service provider, call NCC Toll Free Number, 622.
FOR ONLINE COMPLAINTS
Send email to: www.ncc.gov.ng email@example.com
Consumer Web Portal: www.ncc.gov.ng/consumer