The Nigerian Communications Commission (NCC) and Senior Executives of telecommunication companies on complaints management at virtual meeting reviewed compensation policy and concluded that it was time it complied with new Complaint Categories and Service Level Agreement (CC/SLA).
Besides, they agreed that there was the need for follow-up discussions on “fair usage policy” on unlimited data bundles/data rollover in order to provide a clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.
It was at a regular bi-annual meeting of the NCC and the Senior Executives of telecommunication companies on complaints management held virtually in compliance with COVID-19 management protocols instituted by the Federal Government.
At the meeting which focused on consumer relations and complaint management processes, NCC and the telecom service providers agreed that the compensation policy should be revisited and complied with at all times.
This, they said would ensure full compliance with the new Complaint Categories and Service Level Agreement (CC/SLA) consented to by the NCC and the service providers in the telecommunication ecosystem.
Specifically, it was decided that the Commission and the telecom service providers will hold follow-up discussions on “fair usage policy” on unlimited data bundles/data rollover in order to provide a clearer explanation and better understanding of the processes and procedures of the policy for the benefit of the consumers.
However, the Commission restated its June 2018 directive to service providers to commence implementation of data rollover must remain in force.
According to the commission, subscribers’ unused data must be rolled over to his/her subsequent data subscription, urging service providers to always inform and educate subscribers on procedures and processes for data rollover.
Meanwhile, the service providers has said they would ensure that senior-level customer relations officers would support their respective complaints management teams with a view to resolving complaints to the satisfaction of the consumers when such complaints were reported.
Also, the service providers promised to ensure that complaints were resolved in both the letter and spirit of the recently-reviewed Service Level Agreement (SLA).
On services subscribed through third parties such as banks not rendered, the meeting resolved that telecom service providers would explore initiating service level agreement with banks to ensure uniformity and speed in the resolution of complaints relating to billing.
Also agreed was a mandate that telecom service providers would carry out pervasive consumer education and enlightenment campaigns about their products and services to ensure their subscribers had information required to make informed decisions and get value for money spent.