The Executive Commissioner, Stakeholder Management of Nigerian Communications Commission (NCC), Barrister Adeleke Adewolu, has said that the consumer is pivotal to the success and sustainability of the industry and that the commission will put customer satisfaction at the very heart of service delivery.
He stated this Thursday in Abuja during the presentation of the final report on Complaint Categories and Service Level Agreements (SLAs), which had in attendance top executives of the commission, consumer advocacy groups, stakeholders in communication technology and principal partners.
Addressing participants at the event, Adewolu said that customers must be promptly informed of service-impacting failures by telecommunication companies, adding that faults must be resolved with the least possible delay, and that customers should be appropriately compensated for service failures and delays where applicable.
He said: “The consumer is pivotal to the success and sustainability of the industry. The only way we can practically demonstrate this fact is to put customer satisfaction at the very heart of service delivery by all licensees of the commission. Whilst we know that service failures can arise despite best efforts and intentions, the commission will not compromise its commitment to always ensure that consumer’s rights are upheld at all times.
“Customers must be promptly informed of service-impacting failures. Faults must be resolved with the least possible delay and customers should be appropriately compensated for service failures and delays where applicable. One of the ways by which these objectives can be achieved is to have a set of comprehensive list of complaints categories, clear fault resolution times and mandatory compensation regimes which are binding on service providers.”
Speaking earlier, the Director Consumer Affairs Bureau (CAB) of NCC, Mrs Felicia Onwuegbuchulam, said that CAB is saddled with the responsibility of managing consumer complaints by providing access to dissatisfied telecom consumers across the country, adding that NCC’s consumer portal is an alternative online channel for lodging complaints, for making enquiries and a veritable platform for information dissemination and can be accessed 24/7.
“We believe that, with this new vibrant working instrument, there would be increased effectiveness and efficiency on the part of the service providers as well as the NCC on consumer complaint management. Complaints from NCC social media platforms are received and escalated to the respective service providers for efficient resolution,” she said.
