The Nigerian Communications Commission has released its consumer complaints report for the third quarter of the year (Q3) in compliance with the Consumer Complaints Management policy developed by the Consumer Affairs Bureau (CAB) of the Commission.
— ncc.gov.ng (@NgComCommission) November 28, 2017
The report was generated from the complaints from telecom consumers using the Toll-free line-622,
Consumer Web Portal, various Social Media handles as well as written complaints from customers. The NCC received a total of 18,711 complaints in total. That amounts to an increase of 3,334 (21.7%) from the total number of complaints received the quarter before (15,377).
The NCC believes that this increase can be attributed to the rise in the number of consumers that are getting aware of the Commissions’complaints channels. Perhaps, an increase in awareness will mean a rise by the next quarter. But if this increase is attributed to an increase in awareness, how do we then explain the drop between the numbers of quarter 1 and 2?
The report also showed that MTN Nigeria customers registered the highest number of complaints (10,902). This is followed by Globacomm (2,932), Airtel (2,629), 9Mobile (2,227) and the other networks shared just 21 complaints at all.
The fact that the figures are patterned according to the market dominance proportion of each of the service providers indicates that the complaint rate does not necessarily indicate network acceptability nor the quality of service delivery of the providers.
The report also indicates that complaints about ‘billing’ account for the highest number of complaints received during the quarter (51%) while complaints about Value Added Services (VAS) accounts for the second highest (14%) and SMS/MMS accounts for third highest number received (9%) respectively.
The other categories include call set-up (those tricky numbers calling you), data services issues, failed do-not-disturb requests, SIM issues, recharge card issues, promo claims etc. Most likely, these are broad categorisations, because customers’ complaints can be unique.
According to the NCC, complaints about billings include report relating to deductions from activations of unsolicited VAS and telecom promotions and products, over deduction (Inaccurate charges), charges for unauthorized services, charges for unsuccessful calls, charges for undelivered SMS, inability to change, tariff plans, virtual top-up deducted but not received and charges for Caller Ring Back Tune not downloaded.
Perhaps, you may be wondering if there is the possibility that network providers may be deliberately jamming the helpline. NCC assures that it monitors the ease with which Consumers are able to connect to Operators helplines for lodging of complaints, enquiries etc.on a regular basis. According to the release by Mr Tony Ojobo, the Quality of Service (QoS) Regulations target for connection to the is ≥ 98%.
As you can see, there are not really doing badly. And, on this one, we say Kudos to the NCC!
You can download the full report here.
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