NCC resolved 99.2% telecoms consumer complaints in Q1 2021 – NITDA

The Nigerian Communications Commission (NCC) has resolved 99.2 per cent of service-related complaints received from telecom consumers across the major network operators in Q1, 2021.

According to the Q1, 2021 report on Complaint Management issued by the Consumer Affairs Bureau of the Commission, a total of 3,019 consumer complaints were received from four complaint channels established by the Commission as compared to 2,854 complaints received in the Q1, 2020.

The consumer complaint channels include the Commission’s Contact Centre, through which the toll-free number 622 is managed, NCC Consumer Portal, NCC social media platforms and written complaints.

Of the 3,019 consumer complaints, 2,995 consumer complaints, representing 99.2 per cent, were successfully resolved while only 24, representing 0.8 per cent, which were escalated to service providers, are pending resolution from the respective service providers in line with the revised Consumer Complaint/Service Level Agreement (CC/SLA) of 2019.

A breakdown of the consumer complaints received within the period under review shows that 2,759 (91.4 per cent) came through the NCC Contact Centre; 188 (6.2 per cent) were received via the NCC Consumer Portal; 50 (1.7 per cent) complaints came to the Commission through its various social media platforms, while 22 (0.7 per cent) were written complaints.

With respect to breakdown by service providers’ customers, 1,261 (51.8 per cent) of the total complaints were lodged by MTN customers, 973 representing 32.2 per cent relate to Airtel subscribers, 549 (18.2 per cent) were accounted for by Globacom subscribers; 179 (5.9 per cent) by 9Mobile customers, while the remaining 52 complaints came from customers of other licensees.

On a month-on-month basis, 971 complaints were received in January, 1,039 in February and 1,009 in March. The report also shows that issues related to billings, quality of service/experience for voice as well as the quality of service/experience for data were the three topmost complaint types from telecom consumers in the period under review.

Commenting on the report, the Executive Vice Chairman of NCC, Prof. Umar Garba Danbatta, said NCC, as a consumer-centric telecoms regulator, will continue to explore new initiatives to strengthen the existing consumer complaints management process while ensuring prompt and satisfactory resolution of all complaints.

He urged the consumers to continue to take advantage of the various channels made available by the Commission, including the 622 toll-free consumer complaints line, the Commission’s consumer web portal on its website and other social media channels to promptly lodge their complaints in the event of service dissatisfaction.

“NCC’s actions in this regard are in line with its mandate to protect and defend the rights and interests of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecoms sector,” Danbatta said.

Expressing satisfaction with the report, Danbatta emphasised that the Commission will remain committed, in collaboration with relevant stakeholders, to continually improve quality of service both for voice and data services, assuring consumers of NCC’s readiness to always defend their rights and interests.

Meanwhile, the National Information Technology Development Agency (NITDA), has noted that a vibrant startup ecosystem is highly critical to the future of Nigeria and vital to finding solutions to the country’s various challenges.

Kashifu Inuwa Abdullahi, the Director-General of NITDA, spoke at the Media Stakeholder Engagement on the Bridge to MassChallenge initiative, part of NITDA-MassChallenge Partnership, held on Tuesday.

According to him, Innovation is a prominent way of creating prosperity for all and lifting countries out of poverty.

“At NITDA, we see COVID-19 as an opportunity to do the big things we never thought possible,” he said.

“Therefore, we conceptualised this initiative to help the Nigerian startups have a breakthrough, not a breakdown, during and after the COVID-19 crisis.

“The initiative is designed to identify and accelerate top startups based in Nigeria and grow their businesses to serve the Nigerian and global market.

“You may recall that as part of our 20th anniversary celebration, we presented NITDA’s Strategic Roadmap and Action Plan (SRAP) 2021-2024 to you.

“The plan was crafted in line with the National Digital Economy Policy and Strategy (NDEPS) for a digital Nigeria.

“The NDEPS which was developed with the vision of transforming Nigeria into a leading digital economy, providing quality life and digital economies for all has been properly aligned with the SRAP seven strategic pillars.

“These pillars are developmental regulation, digital literacy and skills, digital transformation, digital innovation & entrepreneurship, cybersecurity, emerging technologies and promotion of indigenous content.

“You may also recall that as part of NITDA’s achievements for the past 20 years, we have, through our various initiatives, touched the lives of more than 2.5 million Nigerians.

“The Agency has also contributed to Nigeria’s exit from the recent recession. Most importantly, our innovation and entrepreneurship initiatives have attracted more foreign investments into the country’s digital economy.

“We have also created new economic industries such as software, business process outsourcing and data protection, contributing to our national economy significantly.

“Innovation is a prominent way of creating prosperity for all and lifting countries out of poverty.

“Considering this, NITDA and MassChallenge have partnered to catalyse and support a national startup community in Nigeria.

The partnership focuses on achieving three main objectives: Firstly, to promote Nigeria as an emerging entrepreneurial hub and leader of innovation in Africa in order to support job creation and economic development; Secondly, to foster the growth and success of Nigeria’s startup enterprises by connecting our entrepreneurs with markets, networks, and capital in the global innovation ecosystem; and
Lastly but not the least, to facilitate key strategies to complement growing innovation initiatives within Nigeria.

“Having these objectives, it is obvious we cannot succeed in solo. Therefore, we have identified you, the media, among six categories of stakeholders that will be fully involved in this initiative.”

Pantami commissions 7 NCC, NITDA’s projects in Abuja, Bauchi, Enugu, Ogun, others