NCC reviews telecoms customer SLAs

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The Nigerian Communications Commission (NCC) has started the review of its customer Service Level Agreements (SLAs) for the resolution of consumer complaints and escalations to telcos. This measure is designed to ensure faster and more effective resolution of consumer complaints in the telecoms industry and improve overall consumer experience on all telecoms networks.

The review will be carried out by a joint NCC-Industry Working Committee which the Commission has set up so as to ensure robust stakeholder participation in the exercise in furtherance of its consultative approach to rule-making.

Speaking during the inauguration of the NCC component of Working Committee, at the Commission’s headquarters in Abuja, Executive Commissioner, Stakeholder Management (ECSM) of NCC, Mr. Sunday Dare, re-emphasised NCC’s uncompromising commitment to ensuring superior consumer experience on all telecoms platforms. He said as a consumer-centric regulator, the NCC believes that effective and timely resolution of consumer complaints as fundamental elements of consumer protection. He said these are also fundamental statutory obligations of the NCC as detailed in Sections 4 and 105 of the Nigerian Communications Act (NCA), 2003; the Quality of Service Regulations 2013, the Consumer Code of Practice Regulations, 2007 and other similar instruments. He therefore urged the Committee to ensure that the reviewed SLAs entrenched the Commission’s consumer-centric focus, whilst also taking due cognisance of the relevant ecosystem, technology and other factors affecting QoS.

The NCC had met with service providers and Association of Licensed Telcoms Companies of Nigeria (ALTON) in Lagos on  September 26, 2018 to discuss ways of enhancing the speed and quality of complaints resolution. At that meeting, NCC expressed strong displeasure about delays in complaints resolution, while operators pointed to the need to review some of the SLAs to reflect developments in technology and other factors impacting performance. The meeting therefore resolved to establish a joint NCC-industry Working Committee to study the matter and make recommendations which the NCC will take into consideration in setting out new complaints resolution SLAs for the industry.

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