Telecom
Have a Consumer Complaint? Here’s Where to Complain
Complaining is good, it is a means for people to assert their rights and stand up for themselves.
The word ‘complain’ has however unjustly acquired negative and unpleasant connotations that have obscured its true meaning and power.
It has become confused with moaning and grumbling, as if complaining is an irritating and futile indulgence of bad-tempered people with nothing better to do.
To complain is to say the system is flawed and needs to be improved, and the implications of this can benefit other people and the service providers themselves.
A customer complaint about a product or service can be a blessing in disguise.
For a forward looking company, whenever a customer hands you a complaint, he’s also handing you an opportunity to create a stronger and more profitable relationship with him.
And yet for other companies who are not concerned with quality, a complaint is time to deal with customers dishonestly.
How to Complain
Learn about your rights and where to get advice and help.
Find the organization/service provider whose services or product you want to complain about.
You can visit there physically and fill designed complaints form
Hand you complaints to appropriate personnel.
After submitting, escalate and resolve complaints through operators contact centres.
Consumer Affairs Bureau Ready to Help
If you have a problem with your telephone, cellphone, or Internet service and could not settle the problem with your telecommunications provider, you can complain to the Consumer Affairs Bureau of the Nigerian Communications Commission (NCC), established in September 2001, to inform, educate and protect all the consumers of telecommunications services in Nigeria.
Consumer Affairs Bureau will listen to your complaints fairly and settle them appropriately. Best of all, the Consumer Affairs Bureau is free for you.
Contact them at NCC Head Office
Plot 423, Aguiyi Ironsi Street
Maitama,
Abuja,
Tel: 234-9-4617000
Fax: 234-9-4617514
[email protected]
Also Try NCC’s Telecom Parliament
Another tool available is the NCC’s Alternative dispute resolution (ADR) mechanism popularly known as Telecom Consumer Parliament (TCP).
First time, consumers of telecommunications services and the providers agree that the alternative dispute resolution (ADR) system set up in August 2003 by the Nigerian Communications Commission (NCC) has worked.
It is the only frontier that brings the regulator, operators and subscribers on a round table.
Telecom
MTN Nigeria Renews Spectrum Lease Agreement with NTEL
MTN Nigeria Communications PLC has announced that the Nigerian Communications Commission (NCC) has approved the renewal of the spectrum lease agreement between MTN Nigeria and Natcom Development and Investment Limited (NTEL).
Uto Ukpanah, Company Secretary in a statement released recently said that the agreement covers the lease of NTEL’s 5MHz frequency division duplex (FDD) in the 900MHz spectrum band and 10MHz FDD in the 1800MHz spectrum band, which spans 19 states.
The renewal is for another two-year period, effective 1 May 2025. Additionally, the NCC has approved a one-year lease expansion of the spectrums, covering the remaining 17 states and the Federal Capital Territory (FCT), effective 1 January 2025.
Commenting on the transactions, MTN Nigeria CEO Karl Toriola said, “We are pleased with the renewal of the spectrum lease agreement with NTEL, which now includes coverage for all states, including the FCT.
“The lease enables us to enhance our 3G and 4G user experience as we improve coverage and capacity by utilising the spectrums.
“This positions us to capitalise on the growing demand for data and improve the delivery of services to our customers.”
Telecom
Glo Felicitates Nigerians on Christmas Celebration
Nigeria’s technology company, Globacom, has extended warm felicitations to Nigerians on the occasion of the 2024 Christmas celebrations.
In a goodwill message released in Lagos, Globacom urged Nigerians to embrace the spirit of love and kindness during the festive season, especially in the face of prevailing economic challenges.
The company emphasized the importance of practicing the teachings of Jesus Christ, particularly the virtues of obedience to God and loving one’s neighbor as well.
“Christ taught many virtues including obedience to God and loving one’s neighbour as oneself”, the company said, adding, “Now is the apt time to practise these teachings by sharing with the needy”.
Globacom also encouraged Nigerians to extend the conviviality of Christmas beyond the festive season by fostering love, peace, and harmony, as demonstrated by God through the birth of Jesus Christ.
Assuring its customers of uninterrupted services throughout the Yuletide period and beyond, Globacom urged them to take advantage of its innovative products and services to stay connected and share the memories of the season with loved ones.
Telecom
FG Gives Banks, Telcos Six-Month Deadline to Resolve N250Bn USSD Debt
Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) have ordered Deposit Money Banks and Mobile Network Operators to settle the long-standing N250bn USSD debt dispute before January 2, 2025.
The CBN and NCC also directed banks to pay the pre-Application Programming Interfaces (API) debt before July 2, 2025.
They also ordered that post-API debts be settled before December 31, 2024.
The directive was issued in a joint cirular titled, “2nd Joint Circular of the Central Bank of Nigeria and the Nigerian Communications Commission on the Resolution of the USSD Debt Issue Between Deposit Money Banks and Mobile Network Operators.”
The circular dated December 20, 2024, was signed by Oladimeji Taiwo, acting director of the Payments System Management Department, CBN, and Chizua Whyte, head of Legal and Regulatory Services, NCC.
The regulators said, “In view of the foregoing, the CBN and the NCC hereby direct DMBs and MNOs as follows: 1. That 60 per cent of all pre-API invoices must be paid as full and final settlement.
“Payment plans (lump sum or installments) must be agreed upon between a concerned DMB and MNO by January 2, 2025. Installments must be based on equal monthly payments, with full payment due by July 2, 2025.
“DMBs must pay 85 per cent of all outstanding invoices issued after the implementation of APIs (i.e., February 2022) by December 31, 2024.
“Similarly, 85 per cent of future invoices must be liquidated within one month of service.”
According to the regulators, the transition to end-user billing will be activated only for DMBs and MNOs that comply with the payment conditions cobtained in the circular.
CBN and the NCC said they would provide further guidance on public enlightenment initiatives related to the transition.
The regulators also directed MNOs to implement the “10-seconds rule” for USSD invoicing.
This implies that any session lasting less than ten seconds will not be billable.
The regulators added, “Failure to comply with the terms outlined in this directive will attract necessary sanctions, ensuring that both DMBs and MNOs uphold their obligations.”
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