Telecom
How to File Complaints against Telcos- NCC
Nigerian Communications Commission (NCC) has made it easy for consumers of telecom services in the country, who are dissatisfied with services rendered to them by any of the service providers, to file a complaint.
The simple steps laid down by the regulator give room for consumers to seek redress of the situation and they are highlighted below:
- When dissatisfied with telecom services:
The consumer should contact the service provider, whose services or product he/she is not satisfied with, to make a complaint and obtain a complaint ticket number. In case the issue is not satisfactorily resolved by the service provider, the consumer should contact NCC through any of the following:
Complete a Digital Complaint Form on www.ncc.gov.ng/consumer or send a mail or walk into any of the NCC offices listed below to make a complaint.
OR
Write a letter to NCC and submit to any of the addresses listed below. The letter, either handwritten or typewritten, should be legible, concise and not more than two (2) A4 pages. The letter must be signed by the consumer who is dissatisfied.
OR
iii. Call the NCC Contact Centre Toll-Free number 622 to lodge the complaint providing ticket number given by the operator.
OR
Send email to [email protected]
When lodging a formal complaint, you must provide the required information as outlined below.
The complaint must state name, address, phone number(s), fax, or e-mail of the dissatisfied consumer; a statement of the problem and duration (how long the problem has lasted); a brief explanation of the circumstance that led to the complaint; name of service provider and the number of the telephone that has the problem; the date you contacted the service provider about your complaint; and copies of any relevant supporting documents to assist in our investigation.
What happens when a consumer’s complaint is received by NCC Consumer Affairs Bureau?
The Consumer Affairs Bureau analyses the complaint and starts investigations immediately. The bureau will mediate as appropriate to resolve the issues.
Will NCC Consumer Affairs Bureau give feedback to the consumer who lodged a formal complaint?
Yes. In situations where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail. This communication can also be in writing.
Do I have to pay for the services of the Consumer Affair Bureau?
No. The services of the CAB are rendered FREE OF CHARGE.
Can an aggrieved consumer sue the service provider in law court over a breach of contract?
Yes. However, in line with the provision of the Nigeria Communications Act (NCA) 2003, a dissatisfied consumer should first seek redress with the service provider, and later with NCC. A court action may be considered as last option.
What avenues for redress are available within NCC?
The NCC has two distinct redress processes available. These are: Consumer Complaints Resolution Process and Arbitration Process.
What issues can consumers complain to NCC about?
Doubtful bills, arbitrary disconnection of lines, nonchalant attitude towards genuine complaints, poor services delivery, inappropriate or deceptive advertisements, unauthorized increase in price, the supply of sub-standard equipment, exploitation and invasion of privacy and any matters connected thereto.
FOR ANY COMPLAINT: Contact your service provider. If you are dissatisfied with the intervention from your service provider, call NCC Toll Free Number, 622.
FOR ONLINE COMPLAINTS
Send email to: www.ncc.gov.ng [email protected]
Telecom
TD Africa Empowers Nigerians with Sustainable Energy Solutions
TD Africa, a leading technology distribution company in Africa, has unveiled its Green Hero Initiative, a groundbreaking program designed to tackle Nigeria’s persistent energy challenges and promote the adoption of sustainable energy solutions.
This initiative underscores TD Africa’s commitment to advancing cleaner, more affordable energy alternatives for Nigerian households and businesses.
As the cost of fossil fuels continues to rise, the urgency for a shift to renewable energy has never been more apparent. Recognizing this need, TD Africa has partnered with global industry leaders Huawei and EcoFlow to introduce innovative renewable energy solutions tailored to meet the unique needs of Nigerian consumers.
“The Green Hero Initiative is more than just a product launch; it’s a commitment to a sustainable future,” said Chidiebere Nwabuko, Business Manager, Renewable Energy Solutions at TD Africa. “We’re empowering Nigerians to take control of their energy needs, reduce their carbon footprint, and enjoy the benefits of reliable, clean power.
“By partnering with global leaders like Huawei and EcoFlow, we’re bringing cutting-edge technology to the market that is not only affordable but also tailored to the specific needs of our customers and Nigerians across the country.”
Through the Green Hero Initiative, TD Africa is offering a variety of renewable energy solutions that cater to diverse energy needs. These solutions include the powerful Huawei ISite Power M, ideal for powering homes and small businesses, and Huawei ISite Power S, designed for commercial and industrial applications.
Additionally, EcoFlow’s portable power stations are made up of the River series and Delta series that attend to the needs of low and mid-range Nigerians and provide a convenient and clean energy source for residential homes, small and medium businesses and outdoor activities or backup power.
By promoting the adoption of renewable energy, TD Africa is committed to significantly reduce carbon emissions and contribute to a more sustainable and environmentally friendly future for Nigeria. The company’s Green Hero Initiative is a significant step towards achieving this goal.
To ensure accessibility, TD Africa has made these solutions available through various online platforms. Consumers can conveniently shop for these products at justownitapp.com or KongaPlus via konga.com. Authorized partners of TD Africa can also access the range of offerings through the TD SuperApp at superapp.tdafrica.com.
Telecom
Call, Data Tariffs Will Increase – Nigerian Minister, Tijani Declares
Minister of Communications, Innovation, and Digital Economy, Dr Bosun Tijani, has announced that telecom tariffs in Nigeria will soon increase, but not by the 100 percent proposed by Mobile Network Operators (MNOs).
Following a stakeholders’ meeting with the MNOs in Abuja on Wednesday, Tijani confirmed that consultations and engagements are ongoing, and the Nigerian Communications Commission (NCC) will soon approve and announce the new tariffs to the public.
“You have seen over the past weeks that there has been agitation from some of these companies to increase tariffs. They are requesting for 100 percent tariff increase. But it will not be by 100 percent; the NCC will soon come up with a clear directive on how we will go about it. We want to strike the balance as a government, to protect our people, but also protect and ensure that these companies can continue to invest significantly,” Tijani said.
He emphasized the importance of regulating the telecommunications sector to ensure its growth and sustainability. Tijani also stated that the Federal Government would no longer leave infrastructure investments solely to private companies, as they tend to invest only where they can see short- to medium-term returns.
“We will not want this conversation to just be about tariff increase. What the world is talking about today is meaningful connectivity, people want to have access to quality service. A part of it that the consumers may not be aware of is the investment that needs to go into the infrastructure that is used to deliver these services,” he added.
The Executive Vice-Chairman of the NCC, Dr. Aminu Maida, explained that the stakeholder meeting was focused on ensuring the sustainability of the industry. He confirmed that a 100 percent tariff increase was unlikely and that ongoing discussions would determine the final percentage, with an official announcement expected within a week or two.
“I know that Nigerians are agitated to hear the exact percentage approved. There is still some stakeholder engagements that we are going through, but you will hear from us within a week or two,” Maida said.
He also mentioned that the NCC had implemented several tools and instruments to ensure compliance with service quality standards and urged MNOs to adopt simpler pricing models to help consumers better understand charges.
“We are moving away from the regime where you will have a main rate, then you will now have a bonus which is at a different rate. It makes it often complicated and difficult for Nigerians to actually understand what they are being charged for. There is this agitation that the MNOs are stealing our data,” he added.
The CEO of Airtel Nigeria, Dinesh Balsingh, represented by Airtel’s media spokesperson Femi Adeniran, defended the proposed tariff adjustments, citing rising operational and capital costs.
“The economic realities of rising operational and capital costs necessitated the proposed tariff adjustments. This is aimed at ensuring the long-term sustainability of the sector while unlocking significant benefits for Nigerian consumers,” Balsingh stated.
Telecom
Banigbe, 9Mobile CEO Emphasizes the Need for Significant Investment in Infrastructure to Ensure Quality of Service
Obafemi Banigbe, 9mobile CEO, has added his voice to the ongoing discussion on the proposed tariff hike, highlighting the telecom industry’s critical role in Nigeria’s economic growth.
He said “The telecom industry is a critical enabler of economic growth, but we are facing unprecedented challenges. We must find a balance between affordability and sustainability to ensure the industry remains viable and continues to provide quality services to Nigerians. The current situation has not achieved that balance, which is why we are having this conversation about sustainability,”
According to him, the industry is facing significant challenges, including macroeconomic headwinds, rising operational costs, and declining profitability. He emphasized that these challenges threaten the industry’s sustainability and ability to invest in infrastructure and quality of service.
“As you can imagine, both our capital and operational costs have risen dramatically, mainly because many of these costs are denominated in foreign currency or indexed to it, while our revenues are in local currency.
For instance, the Naira, which was previously around 400 to 450, has now officially surpassed 1,500—representing a nearly 350% increase in just the past two years.
This foreign exchange devaluation has caused our costs to surge. Even though the industry is seeing growth in top-line revenue, the increase in local currency revenue has not kept pace with the rising cost base,” he explained.
Banigbe’s comments come as the telecom industry continues to navigate the complexities of the proposed tariff hike. While some stakeholders have expressed concerns about the potential impact on consumers, others have argued that the hike is necessary to ensure the industry’s long-term sustainability. The telco chief said that if the sector does not remain viable, customers will not receive the services they expect.
Drawing from 9mobile’s experience, he pointed out that a lack of investment in recent years has led to a decline in service quality, causing customers to switch to competitors that offer better quality.
He stressed that this situation poses a significant threat to the industry’s sustainability.
“What we are saying is that every business must generate enough revenue to cover its costs and allow for reinvestment into the business. If we fail to generate sufficient revenue, we will have no choice but to borrow, either from shareholders or the capital market.
“Over the past two years, this is what many of us have been forced to do. However, this is not sustainable in the long term, as it will eventually become impossible to continue borrowing without a clear plan for repayment.”
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