Telecom
NCC Explains Reasons for Revising Complaints Categories, Service Level Agreements
The Nigerian Communications Commission (NCC) said it undertook a revision of the framework stipulating the processes for resolving consumer complaints arising from service delivery by telecoms operator in order to achieve greater effectiveness in the sector and to strengthen the protection of telecoms consumers and other stakeholders.
Tagged: Complaints Categories and Service Level Agreements (CC/SLA), the framework was revised by the Commission in November 2019 at a programme attended by representatives of telecoms operators, consumers and other consumer rights advocacy groups in the country.
Prof. Umar Danbatta, executive vice chairman (EVC) of NCC, said “The 2019 review of the CC/SLA, in collaboration with operators and other stakeholders, was essentially to strengthen effective and prompt resolutions of consumers complaints by reviewing the timelines, broaden and streamline complaint categories and establishing applicable sanctions on operators that fail to meet the timelines stated for resolving issues related to services delivery to their consumers.”
In the reviewed CC/SLA, with respect to the broad category of Quality of Service and Quality of Experience (QoS and QoE) in the data segment, when a telecom subscriber experiences fluctuation in service, such as instability in the Internet services, the subscriber shall be contacted by the service provider within four hours of reporting the incident and the disruption shall be restored within 72 hours.
If the matter is escalated to the Commission, the consumer is expected to receive feedback within two hours, while the Commission ensures the issue is resolved within 48 hours.
Additionally, the subscriber shall be offered an apology and the expiry date of his data bundle shall be extended by the number of days the disruption lasted.
Under the broad category, ‘Billing’, complaints connected to any unexplained change in account balance resulting in a drop in balance, due to overcharging subscriber’s account for calls, Short Messaging Services (SMS) and Multimedia Messaging Service (MMS), shall be resolved by the operator within 24 hours. Should there be a need by the subscriber to escalate the complaint to NCC, the Commission shall ensure the matter is resolved within 12 hours.
The subscriber shall be notified of resolution and where applicable, compensated with five percent of overcharged amount which is payable daily to the consumer for every 24hrs of default.
Similarly, within the framework of QoS/QoE in the voice segment, the revised agreement stipulates that, when there is call interference or challenge with voice clarity, resulting in the inability of a subscriber to carry out uninterrupted conversation, the subscriber shall receive response from the service provider within four hours of reporting the incident and the service provider shall ensure the challenge is resolved within 72 hours.
Should there be a basis for the subscriber to escalate the matter to NCC, the Commission shall revert to the subscriber within two hours of receiving the report and ensure that the matter is resolved within 48 hours in line with the Quality of Service (QoS) Regulations and the subscriber shall be communicated.
Also, under the new CC/SLAs that have now come into force, in the case of Sales Promotion and Advertisement, when a subscriber does not receive (within stipulated time) bonus or incentives won during promotions, the service provider shall resolve the matter within 12 hours of receiving the complaints, instead of 24 hours as stipulated in the hitherto existing categorisation and agreement.
Should the matter be escalated to NCC, Commission shall ensure it is resolved within six hours in line with the Guidelines on Advertisement and Promotions. As in all cases, the subscriber shall be communicated on steps taken towards resolution of complaints.
Similarly, in the expansive category of Call Centre/Customer Care, the NCC agreed with stakeholders that when a subscriber is unable to connect to Call Center or Service Provider Help Line, the matter shall be treated by the Service Provider within four hours of receiving the report.
Where the matter is escalated to the Commission, NCC shall ensure that the issue is resolved within two hours of receiving the complaints, and steps taken towards resolution shall be communicated to the subscriber in all circumstances.
On matters connected to faulty terminals, such as defective devices that stifle a subscriber’s ability to use phones, modems, routers and related devices appropriately, the Commission said such incidents shall be resolved based on Terms and Conditions for all devices.
Meanwhile, Danbatta equally stated that matters relating to Base Transceiver Stations (BTS), such as problems arising from installation and location of base stations, masts or towers, shall be resolved by the concerned operator(s) within the 48 hours, as stated in the revised CC/SLA.
In case the Commission is notified by the affected consumer, the matter shall be referred, immediately to Commission’s Compliance Monitoring and Enforcement Department, which shall ensure resolution of the matter within 48 hours and inform the complainant accordingly.
The EVC added that the CC/SLA document, which is available on the Commission’s website, contains 17 broad categories and about 90 subcategories.
He enjoined all stakeholders, particularly the telecom consumers, to create the time to study the document in order to understand their rights and privileges.
Telecom
Airtel Nigeria Reinforces Commitment to Youth Empowerment Hosts UNICEF GenU 9JA Steering Committee Meeting
Airtel Nigeria hosted the 2024 UNICEF Generation Unlimited (GenU) Steering Committee meeting at the Airtel Nigeria headquarters in Banana Island, Lagos, yesterday.
The breakfast meeting served as a collaborative forum, bringing together stakeholders from government, the private sector, and civil society to review GenU 9JA’s progress in providing Nigerian youth with digital learning, upskilling, and pathways to meaningful employment.
In his opening remarks, Chief Executive Officer at Airtel Nigeria, Carl Cruz expressed Airtel’s dedication to supporting the youth. “It is a privilege for Airtel to host this significant meeting and reaffirm our commitment to an initiative that holds the power to transform the lives of millions of young Nigerians.
“By equipping our youth with essential skills and resources, we not only support their individual success but also contribute to Nigeria’s social and economic growth,” he said.
Mr. Cruz further highlighted Airtel’s leadership in providing connectivity for digital learning, noting, “With the support of our UNICEF partners, we have connected 1,260 schools across Nigeria to digital learning, enabling 600 children to access educational platforms like the Nigeria Learning Passport and Yoma Africa.
“This connectivity is not just about internet access; it is about creating an equal playing field for young people, giving them access to quality education and skills essential for their future.”
The event saw participation from a host of other GenU 9JA partners, including IHS Towers, ATC, Unilever, Jobberman, Microsoft, Tony Elumelu Foundation, the Federal Ministry of Education, the Ministry of Youth and Sports Development, GIZ, World Bank, ILO, UNDP, UNFPA, the EU Delegation, and the Government of the Netherlands.
While delivering a report on GenU 9JA digital learning, Director of Corporate Communications and CSR at Airtel Nigeria, Femi Adeniran, reiterated Airtel’s dedication to driving digital inclusion and youth empowerment in support of Nigeria’s socio-economic development.
“For us at Airtel, we are actively involved in connecting schools and advancing digital learning for young Nigerians. Looking back at the debut of our partnership with UNICEF in 2023, we have exceeded our initial expectations in school connectivity, which highlighted the significant gaps in Nigeria’s educational system.
This year, we have made even greater strides and our involvement in initiatives like the Nigeria Learning Passport reflects our commitment to bridging this gap by expanding digital access, fostering learning, and building essential skills nationwide to support young Nigerians,” he said.
“Also, it would interest everyone to know that Airtel Nigeria’s new Home Broadband thematic campaign, ‘Live Limitless’, resonates strongly with the GenU 9JA ‘We No Get Limit’ motto, which underscores our dedication to empowering young Nigerians to unlock their full potential without barriers.
This commitment drives us to continue creating and promoting opportunities that equip the youth for a brighter future” he added. The GenU Steering Committee meeting served as a valuable platform for Airtel and other partners to deepen their commitment to the GenU 9JA mission.
By fostering collaboration and driving impactful initiatives, Airtel demonstrates its corporate social responsibility by actively contributing to programs that uplift Nigerian youth and promote sustainable development across the nation.
Telecom
Zarttalent Foundation’s Summit Prepares Nigerian Youth for Global Tech Careers
Zarttalent, a foundation dedicated to advancing digital literacy and tech education in Nigeria, hosted the How to Win With Tech Summit on October 17, 2024.
The event brought together students, educators, tech enthusiasts, and influential leaders for a day focused on the power of technology in shaping the future.
Notable guests included Sonia Onovughakpo Fajusigbe, Policy Advisor Entrepreneurship Youth Employment & Healthcare, Consulate General of the Netherlands in Lagos, and Elizabeth Owei-Oladepo, Youth Advisor at the Consulate General of the Netherlands in Lagos.
Their presence, along with teachers, principals, media representatives, and Zarttalent partners, highlighted the importance of collaborative efforts in driving tech innovation and education.
Opening the summit, Nelson Ajulo, Chief Executive Officer of Zarttalent, delivered a keynote address titled “The Power of Technology in Today’s World.”
He highlighted the role of technology in generating employment opportunities and creating global pathways for Nigerian talent. In addressing Nigeria’s high youth unemployment rate, Nelson emphasized Zarttalent Foundation’s commitment to equipping young people with in-demand tech skills that align with global industry needs.
“The goal of education is to prepare students with skills for a meaningful livelihood. Yet, the challenge in Nigeria is a misalignment between university training and the skills required by today’s economy, contributing to the high unemployment rate.
By introducing relevant, in-demand tech skills, Zarttalent empowers young Nigerians to go beyond the standard curriculum and gain expertise that sets them apart in a rapidly digitizing world,” he stated.
Sonia Onovughakpo Fajusigbe, Policy Advisor Entrepreneurship Youth Employment & Healthcare, Consulate General of the Netherlands in Lagos, delivered a compelling address titled “Leveraging Technology for Youth Empowerment and Entrepreneurship.”
She outlined the potential of tech-based skills to empower Nigerian youth to not only secure employment but also become problem-solvers in their communities. Fajusigbe encouraged the attendees to look beyond traditional jobs and consider digital entrepreneurship as a means to tackle local challenges and boost economic growth.
Fajusigbe’s keynote on technology as a tool for youth empowerment and entrepreneurship offered practical strategies for harnessing technology to create meaningful change. Her session encouraged students to see themselves as future innovators who can leverage tech to build a better society.
This landmark event is part of the foundation’s ongoing effort to empower the Nigerian youth and address its high youth unemployment rate by creating access to digital skills and mentorship.
The foundation aims to empower over 5,000 students over the next five years, equipping them with competitive tech skills that will translate into job opportunities, entrepreneurship, and solutions to real-life issues.
With Nigeria’s youth unemployment rate at record levels, the event focused on building sustainable career pathways and preparing a generation ready to thrive in a tech-driven economy, where digital skills are increasingly essential.
Telecom
SiBAN President Urges Nigeria to Embrace Bitcoin Strategy Amidst Global Crypto Surge
Obinna Iwuno, President of the Stakeholders in Blockchain Technology Association of Nigeria (SiBAN), has urged the Nigerian government to consider a national Bitcoin strategy in light of the recent global surge in cryptocurrency adoption, particularly following the election of Donald Trump, a pro-crypto US President.
Iwuno believes that the new US administration’s stance on cryptocurrencies, coupled with global economic trends, presents a unique opportunity for Nigeria. He argues that a strategic approach to Bitcoin can lead to significant economic benefits for the country
Such benefits, according to him include increased wealth where Nigerian traders could profit from the expected rise in cryptocurrency prices, potentially hedging against domestic inflation.
Other benefits are economic growth, which will present a thriving domestic crypto ecosystem that could generate jobs and stimulate economic activity and financial inclusion, where cryptocurrencies, particularly stablecoins pegged to the Naira, could provide financial services to underserved populations.
Meanwhile, to capitalize on this opportunity, Iwuno proposes several steps:
- Regulatory Clarity: The Nigerian government should provide clear and supportive regulations for the cryptocurrency industry.
- National Bitcoin Strategy: A comprehensive national strategy should be developed to guide policymaking and industry development.
- Bitcoin ETF: The Nigerian capital market could explore the possibility of launching a Bitcoin exchange-traded fund (ETF).
- Stablecoin Development: The government should encourage the development of stablecoins backed by the Naira.
Iwuno’s call to action comes as the global cryptocurrency market continues to experience significant growth. With major economies embracing digital assets, Nigeria stands to benefit from early adoption and strategic planning.
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