NCC settles 98% of telecom consumer complaints, commits to improving QoS

The Nigerian Communications Commission (NCC) said over 98% of the service-related complaints from telecom consumers lodged with the commission has been successfully resolved.

The NCC Director of Public Affairs, Dr Ikechukwu Adinde, in a statement, said that the commission remained committed to improving the “Quality of Service (QoS) and Quality of Experience (QoE) for both voice and data services for the nation’s over 190 million telecom subscribers”, particularly amid the communication challenges imposed by the Covid-19 pandemic.

In the period under review, a total of 26,169 complaints were received through all the Commission’s official channels of communication, and managed by the Commission, out of which 25,575 (98%) were successfully resolved.

“These include 24,481 complaints received through Commission’s Contact Centres; 1,007 complaints received through the NCC Consumer Portal; and 296 others received as written complaints submitted at NCC Head Office in Abuja and at the Commission’s five zonal offices in Lagos, Enugu, Port Harcourt, Kano, and Ibadan.

“Complaints also reached the Commission through its official email ([email protected]) while 366 of the complaints were transmitted to the Commission through its social media handles on Facebook, Twitter, Instagram, LinkedIn, and the specially-dedicated Twitter handle for consumer issues (@ConsumersNCC). Also, 19 complaints were also referred to the Commission during the period through the Twitter account of Honourable Minister of Communications and Digital Economy, Dr. Isa Ali Ibrahim Pantami,” the statement said.

In the same vein, the Executive Vice Chairman (EVC) of NCC, the Prof Umar Danbatta, stated that consumers were increasingly utilising the complaint channels instituted, adding that that efforts were well underway to resolve those that may not have been addressed to the consumers’ satisfaction.

“It is important to note that the commission’s actions in this regard is in congruence with NCC’s mandate to protect and defend the rights of the consumer, and to give concrete expression to its faith in the consumer as the lifeblood of the telecom sector,” Danbatta said.


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